| | INF001 | Local Area Network (LAN) Service | Infrastructure Services | 05/12/2024 14:10 |
Service Flavours: The LAN Service is available in the following flavours: Wired – This service flavour provides a physical connection to terminate and connect devices to one of the NATO networks. By utilising NCIA deployed LAN Service, users are able to operate on all wired NATO networks including, but not limited to: NATO Unclassified NATO Restricted NATO Secret Mission Secret (when invoked) Wireless - This service flavour provides the ability to connect a specific client device to a network wirelessly. By utilising NCIA deployed LAN Service, users are able to operate on all wireless NATO networks including: NATO Unclassified NATO Restricted
| Available on: NATO Unclassified NATO Restricted NATO Secret – only wired Mission Secret (when invoked) – only wired
| TBC | Air Operations, Environmental, Electronic Warfare | Customer Facing | | | Enterprise Access Services | C2 Collaboration Service | | CES | | | SCS01 - REACH Client Services, SCS06 - Client Device Services, EAS20 - Network Infrastructure Services | Enterprise-wide ICT Services | Service Cost / Price: The unit of measure for the Service is Per Port, with 24 ports being the minimum orderable quantity. The number of ports required for a customer is in accordance with the quantity of devices requested through WPS001, WPS006 and WPS016 (For WPS016, only Tablet and Smart Phone quantities) multiplied by 2.
Please see Service Delivery Lifecycle Stages section for more information about the general overview of the type of deliverables involved in each stage and the scope of corresponding service rate. Please see Service Rates document for standard rates applicable to the service.
The 2025 Service
Rates v9.1 below are valid for all NCI Agency customers, with
exception of the NHQ, which has a specific arrangement in place
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | INF001 | Local
Area Network (LAN) Service | | Per
Port | 143 |
|
The LAN service provides users with local network connectivity. The LAN
service is crucial to enable collaboration and communication. The LAN service
is provided as a cabled infrastructure for all networks and as a wireless
infrastructure for accessing only the unclassified and restricted networks. | | LAN Service is available on the NATO Security domains in wired and, in selected locations, as Wireless (Wi-Fi) configurations. The LAN Service will be capacity sized to support the number of connected devices and Users. This is with the understanding that all equipment is located within the same building and that the cabling system is available. The service does not cover the cabling through the building walls, as this is considered part of the building infrastructure. | Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: | | Availability Target | Service Restoration Period | | During Support hours | 99.9 % | 1 hour | | Outside Support hours | 99.5 % | 4 hours |
Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is shown in the Service Restoration Period table above. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA. While this provides a standard availability target for the service, regional support arrangements and therefore the availability targets may vary and should be agreed during the SLA discussions.
| The LAN Service is a vital component enabling all local users to connect to the wider network. It is the key enabler for accessing all NATO customer facing services such as Voice and Video, as well as Internet, and enabling services such as security and management. The Service allows all entitled users to access shared NATO services and data across the NATO Enterprise. Wi-Fi connections provide additional flexibility, allowing users to connect to the network from anywhere within the relevant Wi-Fi footprint, preventing users from being 'tied' to their desks.
| |
| | WPS002 | Enterprise Identity Access Management Service (Former User Access Service) | Workplace Services | 25/07/2024 13:18 |
Service Flavours: The Service is available in multiple flavours, with the following options: 1. WPS002-1 User Account (On-premises or Off-premises): Per account Personal Data Protection deliverables below are included within this flavour (Accounts Lifecycle Management). - Service Support
- Inventorying personal data.
- Data Catalogue expansion to include PDP identification and Stakeholder data with PD elements.
- Support Stakeholder PD information requests and solutions.
- Incident management.
- Coordination of response preparations with Stakeholder PDPOs, Cyber, etc.
- Dispute resolution and mediation process.
- Legal on implementation, incident management and dispute resolution.
- Training
- SME support to NATO training sponsored by OCIO and developed by Agency/Academy.
- PDPO training coordination.
- Additional PD Training time required for PDPO office, Data Processers, Controllers, Owners and Stewards.
- Training support sessions from PDPO to same audience (e.g. SDMs for systems with Stakeholder data).
- Capabilities: Personal Data Inventory and Dependent Catalogues
- Implement and maintain Personal Data Inventory of Stakeholder and NCIA PD.
- Acquire or build capabilities, including increased developer ours for inbuilt solutions.
- Implement and maintain Data Catalogue that includes Stakeholder and NCIA* PI Data elements.
- Implement and maintain Process Inventory that includes Stakeholder and NCIA* PI Data elements.
- Implement and maintain ICT Privileged User List s Inventory that includes Stakeholder and NCIA* PI Data elements.
2. WPS002-2 Web Federation: Per connection. 3. WPS002-3 Data Directory Synchronization: Per connection. 4. WPS002-4 DNS Federation: Per connection.
| NATO Unclassified NATO Restricted NATO Secret Mission Secret NATO Partner network Public Cloud (limited with Security conditions)
| | Missile Defence, Medical, Maritime Operations, Modeling and Simulation | Customer Facing | | | User Access Services | C2 Planning Service | | CES | | INF002 NATO Network Point of Presence INF003 Enterprise Internet Access Service INF004 Infrastructure Virtualization Service INF005 Infrastructure Integration Service INF016 Infrastructure Back-up and Archiving Service PLT006 Database Platform Service SEC011 Gateway Security Service
| UAS01 - User Account Services | C3 and Enterprise Services |
Service Cost / Price: The unit of measure for the service varies depending on the flavour. For the flavour “Accounts" the unit of measure is “per User Account", for the two other flavours the unit of measure is “per Connection". Please see Service Rates document for standard rates applicable to the service. 1- Accounts Lifecycle Management User Account (On-premises or Off-premises): Per account 2- Web Federation: Per connection 3- Data Directory Synchronization (GAL-Sync): Per connection 4- DNS Federation: Per connection
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place. | Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) |
WPS002
|
Entreprise Identity Access Management Service (Former User Access Service)
| WPS002-1 User Account
| Per User Account | 85 | WPS002-2 Web Federation*
| Per Connection | 4,536
| WPS002-3: Data Directory
Synchronization | Per Connection
| 3,315
|
WPS002-4 DNS
Federation*
| Per Connection
| 3,882
|
* Service available only to External NCI Agency Customers
|
The Enterprise Identity Access Management Service (E-IDAM) provides identities (including provisioning and de-provisioning of User Accounts, Privileged Accounts, Service Accounts, Computer Accounts), and the capability to share trusted identity information between different domains and to Enterprise users. The information on identities retrieved from different authoritative sources. Additionally, the service includes the provisioning of personal storage space (minimum 20 GB ) for storing personal information and documents (only for WPS002-1A: User Account on-premises).[1] The Service allows controlled access based services. The access services can be available across domains utilising AD-Federation. It offers a Single Sign On experience for users with a valid NATO Enterprise Identity. The service also provides Directory Synchronization enabling Global Address List synchronisation to the NCI Agency External Customers, Mission environments, and Allied Nations. The Service provisions, operates, maintains, retires authentication subsystems like LDAP, Domain Controllers, Active Directory, ADFS, MIM, SSO. The service can delegate limited authority to the supporting elements.
[1] The NCI Agency is assessing this statement as it is not aligned with the current capability of the underlying central storage service and might be subject to modification in the following catalogue releases.
| |
Identity Management shared information across multiple identity stores, improving data quality and reducing overhead for connected systems. Identity information can be synchronised between different affiliates, supported by automated workflows and enables account provisioning and de-provisioning. Data sources/consumers can use native interface of E-IDAM to retrieve or modify it through industry standard protocols and mechanism (like LDAPs). Moreover, Lifecycle management (from provisioning to de-provisioning) of Identity and its attributes is being provided with E-IDAM. Access Management is available for the compatible services requiring authentication for users and/or resources. The access management (authentication/control/validation) is provided by credential management, security group memberships, and policies (like GPO), also through integration with NATO PKI.
Account Lifecycle Management provisioned and managed on-premises and off-premises (cloud) by WPS002 including the secure and sanitized environment. The accounts on the cloud requires additional licenses to reach and consume cloud resources, as well as security & safety requirements dedicated to the cloud provider, also it brings efficiency with automation by nature of cloud.
Web Federation provides cross-domain authentication to reach web-based resources seamlessly (SSO) to increase the user experience and to enable the secure service on Windows based ADFS.
DNS Federation - distribution of domain name system (DNS) authority across multiple, independent entities or organizations (i.e. nations, partners) to enhance resiliency, scalability and diversity within the DNS ecosystem, reducing the risk of single points of failure and promoting decentralization.
Data Directory Synchronization (DDS) is provided through a number of directory synchronisation servers, which are inter-connected to identity directories of the participating NATO organisations and Nations. The DDS allows the exchange of shared identity information (such as Display Name, Organisation Name, E-Mail Addresses and other relevant contact information) between service subscribers. GAL Sync is a flavour of the Data Directory Synchronization.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET) Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium: +32 65 44 3177
Netherlands: +31 70 374 3177
Italy: +39 081 721 3177
Germany: +49 282 4978 3177 USA: +1 757 747 3177
For NATO HQ: +32 02 707 5858
| | Standard Service support levels: Service Availability[1] Target: For service flavour “Account LM": 99.0% For service flavour “Federation": 99.9% during Support Hours 99.5% outside of Support Hours For service flavour “DDS": 99.0% Standardised time to deliver new service instance: 1 working days[2] (creation of new account) Service Restoration: Where the service deems unavailable, the service restoration period for a critical incident: For service flavour “Account LM": 4 hours For service flavour “Federation": 1 hour during Support Hours 4 hours outside of Support Hours For service flavour “DDS": 48 hours [3]
[1] The minimum “Monthly Uptime Percentage" for a Service is calculated based on the followings: - “Available Minutes": during agreed reporting period excluding planned maintenance minutes
(Available Minutes - Downtime) / Available Minutes x 100 [2] Taking into consideration that all required documentation is provided to ESOC [3] Already synchronised objects will remain as available to end-users.
| E-IDAM provides value to customers through the hosting and sharing of identity information across multiple identity stores, improving data quality and reducing the administrative burden for connected systems. This ensures a coherent set of identity data from authoritative sources, while increasing the security posture of the NATO Enterprise. The Service provides access to the Alliance GAL, including structured contact information. It enables searching for people and groups somewhere in the Alliance. The Service allows the users to securely access different NATO networks, and it enables the NCI Agency to manage and maintain the access to the identities to track and control usage of resources ensuring only authorized users are accessing relevant services/resources. Furthermore, it enables enhanced security, prevention of oversubscription to the services.
| |
| | INF002 | NATO General Purpose Communication System (NGCS) Point of Presence (POP) Service | Infrastructure Services | 25/07/2024 14:11 | NGCS Service Flavours: The exact specification of each service flavour may vary subject to equipment and suppliers but can be described as follows: - INF002NLI - NGCS Legacy Infrastructure PoP: this flavour provides the termination of medium bandwidth transmission services with links from 100 Mbit/s up to 10 Gbit/s. PoP flavour is required to support user communities larger than 100. These PoPs are generally Common Funded and include a Network Edge Device (NED) e.g. HQ SHAPE. This service flavour is to be made available only for the duration of migration of services between the legacy NGCS POP service and the NCI service flavour described below.
- INF002P - Pico PoP: this flavour provides the termination of medium bandwidth transmission services with links up to 100 Mbit/s. Pico PoP flavour supports user communities up to 100 users. PicoPoPs are generally customer (SSP) funded and include a Customer Edge Device (CED) e.g. NFIUs. They also provide dedicated or shared services to support NNCCRS.
- INF002L - Legacy PoP (Remote extension): this flavour provides the termination of small bandwidth transmission services (less than 100Mbit/s links). Remote extension services are also required to support up to 100 users. Considered as a legacy connection for existing services that do not meet the NGCS target architecture requirements; it is no longer offered as a new service. It does not include a NED or CED. This service flavour is marked to be discontinued, with service delivery being migrated to the INF002 – NNG service flavour, in line with AFS concepts.
NGCS Service Flavour Enhancements: NGCS PoPs may be extended or enhanced with the following: - INF002NNG - NATO to Nation Gateway (NNG): The NNG is an agreed hand over point between NATO and a Nation to allow information exchange for AIS (static) services. NATO is responsible to deliver the services to that point, whereas the Nation is responsible to provide connectivity and services from the NNG to the required location within the Nation. The NNG can be used for NS (future NR) and offers the option to include NS V2 services (SBC required). Additional security (i.e. firewalls on both sides) is required.
- INF002NP - Network Interconnection Point (NIP): A NIP is an agreed hand over take over point (Federated Mission Network compliant) between NATO and a Nation to allow information exchange for NRF, Exercises and Missions (this includes ships). NATO is responsible to deliver the services to that point, whereas the Nation is responsible to provide connectivity and services from the NIP to the required location within the Nation. The NIP can be used for (NRF) NU, (NRF) NR and (NRF) NS and offers the option to include V2 services (SBC required).
- INF002LVAR - Local V2 Aggregation Router (LVAR): An LVAR is deployed to enable delegated NMRs at the highest level of national command (e.g. CHOD / MOD) to access Secure Voice services. LVAR devices will be located within national NS infrastructures und national IT management. IPSEC tunnels will be created to connect to the NGCS. Nations are responsible for Level 1 support with Level 2 and 3 support from NCIA at best effort due to the services dependence on National Defence Network infrastructure.
NCI Service Flavours: The exact specification of this service is still under development but is likely to include: - INF002NCI – NCI Point of Presence[2]– Core 40G, Enhanced 40G, Standard 40G and 5G.This flavour provides the latest service evolution for the POP service, and is a direct replacement for INF002 NLI, in regards to termination capabilities of medium bandwidth transmission services with links from 100 Mbit/s up to 40 Gbit/s. These PoPs are generally Common Funded and include multiple subsystems for Protected Core Access (PCA), Coloured Cloud Access (CCA) of multiple sercurity domains: NU, NS,NR as wel las Multi Media Access (MMA) for NU voice and video services.
| Available on: NATO Secret NATO Restricted NATO Unclassified
| | | Customer Facing | | | Enterprise Access Services | Other Services - Missile Defence Service | | NSII | | INF014 Enterprise Transmission Services (and NDNs for LVAR) | EAS20 - Network Infrastructure Services | C3 and Enterprise Services | The unit of measure for the service is per PoP. Please see Service Delivery Lifecycle Stages section for more information about the general overview of the type of deliverables involved in each stage and the scope of corresponding service rate. For the price details, see the Service Rate document. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
|
| Service Name | Service Flavour/Option | Service Unit | Service Rate 9.1 | | O&M
only | | (EUR) | | INF002 | NATO General Purpose Communication System (NGCS)
Point of Presence (PoP) Service | AirC2ISPOP (1) | Per PoP | - | INF002P - Pico POP | Per PoP | 50,601 | INF002L - Legacy PoP* (incl. NNCCRS non-collocated) | Per PoP | 21,025 | INF002NNG - NATO - Nations Gateway Option | Per Gateway | 4,386 | INF002LVAR - Local V2 Aggregation Router | Per Router | 5,760 | INF002NCI - NCI Point of Presence
| Per PoP
| 119,092 | INF002NLI - NGCS Legacy Infrastructure
| 1
| 1,319,200 |
1 - To be determined under AMDC2 POW.
* Service available only to External NCI Agency Customers
| The NGCS PoP Service primarily provides the infrastructure at points between communicating entities, where a connection is required. The NATO Network POP Service is defined as the provision of the infrastructure assets, capacity provisioning, and cyber security management elements that enable the user to establish any-to-any connectivity at supported sites and between connected networks. It has a dependency on INF014, which provides the connection between sites. At each security domain classification, this service is a direct enabler of other customer facing services like: INF001, INF035, as well as 3rd party customers serviced via Point to Point EVCs or PCN type interfaces. | | The Service is available across all NATO Security Domains. It features the WAN Infrastructure Assets (Protected Core Access equipment in line with the valid Technical Architecture) and Cyber Security Management (layered security present at connectivity access points).
| Available | | Support Hours: Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary. Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time). Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target (SAT): 99.5% and must below INF014 SAT. Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA. Service Availability for the NGCS POP Service is determined annually and is dependent upon enabling services and regional support arrangements. Availability target provided above is for 24/7 service, where the service option only in support hours will provide lower availability, to be agreed with the customer on the SLAs.
| The Service is an integral component in enabling users to connect and collaborate between each other in support of the majority of NATO business activities and processes.
| |
| | WPS001 | Managed Device Service | Workplace Services | 25/07/2024 13:59 | Service Flavours: WPS001-A Static Desktop (Workstation) Device - This device is a workstation that needs to be connected to a wired network. It features an external monitor (minimum 24"), keyboard and mouse. In exceptional cases, a thick client may be provided as a standalone device as long as all security requirements are met. As option (subject to a separate funding agreement), an additional Monitor, a VTC camera, a headset and a KVM can be provided. Static Desktop Devices are no longer used at NATO Unclassified level unless required by specific performance based applications. For standard NATO Unclassified usage, please see Portal (Laptop) Device service flavour. WPS001-B Thin Client Device - This device is a computer that runs from resources available on a central server instead of a local workstations. Thin clients work by connecting remotely to a server-based computing environment where most applications, sensitive data and memory are stored with the need to be connected to a wired network. It features an external monitor (minimum 24") keyboard and mouse. As an optional extra (subject to a separate funding agreement), an additional Monitor VTC camera, a headset and a KVM can be provided. WPS001-C Portable (Laptop/Tablet[1]) Device - This device can be connected to a wired network or to a wireless network. It comes with an external power adaptor, external mouse and a USB-C docking station. In exceptional cases, a Portable client may be provided as a standalone (NU, NR, NS) device as long as all security requirements are met. Note: The WPS001-C Portable (Laptop/Tablet) Device, can connect to NCI Agency supported CIS (NU/NR) through various connectivity: - Static connection, i.e. cabled connection to an existing NU network(Wifi or cellular disabled)
- Remotely through either WiFi or cellular connectivity .
If connected only via static connection to NU network port, the laptop device will be considered equivalent to the WPS001-A Static Desktop (Workstation) Device service flavour and hence the WPS016 C (Enterprise Managed Mobility Service NU/NR) service charge is not applicable. In case the WPS001-C Portable (Laptop/Tablet) Device has its WiFi or cellular capabilities enabled, the device is enabled for remote connectivity and hence the WPS016-C (Enterprise Managed Mobility Service NU/NR) service charge applies. For this device type there is an optional rate to include the service lifecycle (obsolescence) refresh.
[1] Tablet with Windows OS only.
|
Static (Workstation) Desktop and Thin Client device: NATO Unclassified [exceptional circumstances only - for example cartographic workstation] NATO Restricted [exceptional circumstances only - for example cartographic workstation] NATO Secret Mission Secret Standalone device (not connected to any NATO network) [exceptional circumstances only]
Portable (Laptop) Device: Standalone device NATO Unclassified NATO Restricted NATO Secret [exceptional circumstances only]
| TBC | Environmental | Customer Facing | | | Enterprise Access Services | Enterprise Access Services | | CES | | INF001 LAN Service (not applicable to standalone device) WPS002 Enterprise Identity Access Management Service (not applicable to standalone device) WPS003 Enterprise User License Service WPS008 Operations Centre Service
| SCS06 - Client Device Services | C3 and Enterprise Services | The unit of measure for the service is per
device. Price details available on request. The service rate currently
published in the CCSC reflects the service in support rate (O&M rate)
which does not represent the full end to end cost of the service. For customers
who are procuring new quantities of the service the service initiation
(procurement and deployment of
the service components) shall apply, also for components which reaches the
end of life phase the service lifecycle refresh rate shall apply. Both
the service initiation and service lifecycle refresh rates are not standard
rates (except for NATO HQ). As a pilot phase, the obsolescence refresh option
is now made available for WPS001-C Portable (Laptop/Tablet)
Device. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) |
WPS001
| Managed
Device Service
|
| Per
Device | 839 |
| The Managed Device Service provides the users with a client device[1] (of various form factors) that allows them to secure a connection to NATO networks (in a specific security domain). The service includes full office automation software[2] (Microsoft Office Professional Suite), Windows operating system and NATO mandatory security tools. The service also includes a flavour for non-NATO network attached (i.e. standalone) devices.
[1] Please see Service Cost/Price paragraph and Service Delivery Lifecycle Stages section for the lifecycle stages of a service along with the corresponding deliverables and the service rates applicable in each stage. [2] Please note that the license component of MS Office Professional should be acquired through the WPS003 Enterprise User License service, hence WPS003 is listed as a prerequisite to this service. A license can serve multiple managed devices, therefore it is not integrated into scope of this service.
| | The software baseline includes a Windows operating system, primary and secondary internet browser, a PDF reader, NATO recommended security tools (including controlled access to peripherals). For fully approved (A2SL tested) COTS applications the labour element of packaging, patching and deploying such applications is included. The service excludes the procurement of new hardware devices (laptops, desktops, thin clients, monitors, mouse, keyboard, webcam and headset, KVM or any other accessories). This service equally excludes the life-cycle replacement of obsolete equipment as well excludes the testing and approval efforts for COTS applications.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET) Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time) | | Service lifecycle for device: The below table shows the life expectancy per device category , the service owner shall inform the entity utilising the device before life expectancy reaches within a suitable time frame. | Service Component | Life Expectancy | | VDI Clients | 6 Years | | Desktop/Workstation clients | 5 Years | | Laptop/Tablet Clients | 3 Years |
Standard service support levels: Service Availability[1] Target: 99.0% Standardised time to deliver new service instance[2]: 3 working days (installation and configuration of new managed device) Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full priority resolution times and generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency SLA, SSP or any other agreement with the Customers. Service Reporting: ACO/ACT Customers: The standardised service reporting is provided as a deliverable of this service. ACO standardised reporting templates are listed in the SLA Annex 18 and managed by ACO KPI/KQI WG. Quarterly Reports: Impact on service availability and service performance reports at Service Access Point (SAP) (via incidents) Incident management report base on ITSM tickets and trend analysiss Change management and ASI report based on ITSM tickets CIS Security and Cyber report Asset and Configuration Management reports Additional service reporting requirements can be requested through the respective SLAs which are subject to NCIA's cost and feasibility assessment.
[1] The minimum “Monthly Uptime Percentage" for a Service is calculated by the following formula: (Available Minutes* - Downtime) / Available Minutes x 100 *Minutes available during agreed reporting period excluding planned maintenance minutes [2] Provided the underlying CIS infrastructure (INF001; INF002; INF014) is ready and devices are on site
| The service offers a managed device, which will enable the connection to
access NATO CIS resources (office automation, browsing and access to
applications). This facilitates operational efficiency and effectiveness and
supports all business processes throughout the NATO enterprise.
| |
| | WPS003 | Enterprise User License Service | Workplace Services | 25/07/2024 13:18 | | NATO Unclassified NATO Restricted NATO Secret Mission Secret
| | | Customer Facing | | | Enterprise Access Services | | | CES | | Service prerequisites: None | | | The unit of measure for the Service is Per User or Per Device, depending on the flavour. Please see Service Delivery Lifecycle Stages section for more information about the general overview of the type of deliverables involved in each stage and the scope of corresponding service rate. Please see Service Rates document for standard rates applicable to the service.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place. | Service ID | Service Name | Service Flavour/Option | Service Unit | Service Rate 9.1
O&M only
(EUR) | WPS003 | Enterprise User License Service | WPS003-1: Standard User
| Per User | 580
| WPS003-2: Light User | Per User | Retired. All former Light Users become Standard User
| WPS003-3: NATO Delegation User*1
| Per Device | 434
|
* Service available only to External NCI Agency Customers
1 - Up to 8 users per device. | The Enterprise User License
Service provides a Microsoft Enterprise User License based on NATO User Profile
which comes in three pre-packaged profiles (NATO light,NATO Standard and NATO
Delegation User) of which all three contain the same licensing components and
the same functionality to the user, however with different number of qualified
devices that the licenses are allowed to run on.
| The Enterprise User License service provides a Microsoft Enterprise License based on NATO User Profile which comes in two pre-packaged profiles (NATO light and NATO Standard) of which both contain the same licensing components and offer the same functionality to the user. | | Available | | Support Hours: Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service support levels: N/A | This service allows users
to access via multiple devices (desktop, laptop, thin clients…), on multiple
networks (business, operational, missions & exercises), and also to
leverage the mobile devices that are increasingly typifying our environment
(phones, tablets, iOS, Android). This user approach achieves both of the aims
of reduced cost, and simplified licensing and management.
| |
| | WPS004 | E-Mail Service | Workplace Services | 21/04/2023 11:11 | | | | | Retired | | | Enterprise Access Services | | | CES | | | | | Service Retired and consolidated under WPS012 – Workstream Collaboration Service. | Service Retired and consolidated under WPS012 – Workstream Collaboration Service. | | | Available | | | | | | |
| | WPS005 | Instant Messaging and Collaboration Service | Workplace Services | 21/04/2023 11:12 | | | | | Retired | | | Enterprise Access Services | | | CES | | | EAS06 - Collaboration Services | |
Service Retired and consolidated under WPS012 – Workstream Collaboration Service | Service
Retired and consolidated under WPS012 – Workstream Collaboration Service | | | Available | | | | | | |
| | WPS006 | REACH Mobile Workplace Service | Workplace Services | 25/07/2024 14:21 | Service Flavours: Portable Client Device (Laptop) – provides a Laptop device that needs to be connected to a wired or wireless network. The laptop comes with a power supply, a carrying case, a headset, and an external mouse. Optional Static Work position – only applicable for a portable client device service flavour; provides a docking station for the portable device, dual LCD monitors, a VTC camera, a keyboard, and a mouse.
| Available on: NATO RESTRICTED
| | | Customer Facing | | | Enterprise Access Services | | | CES | |
WPS003 Enterprise User License Service WPS008 ESOC Service – mandatory service for each WPS006 device.
| SCS01 - REACH Client Services, EAS6 - Collaboration Services | | Unit of measure used for service quantification is Per Device. Please see Service Delivery Lifecycle Stages section for the lifecycle stages of a service along with the corresponding deliverables and the service rates applicable in each stage. Please see Service Rates document for standard rates applicable to the service.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | WPS006 | REACH
Mobile Workplace Service | | Per
Device | 2,194 |
| The REACH Mobile workplace Service provides client devices (Laptops) that allow to connect to the NATO Restricted network. Additionally, the Service includes: - A User Account, Password and PKI token to access the NR.AIS Network (WPS002);
- A mailbox on the Restricted network (WPS012); and
- An IM Collaboration Account (WPS012).
The Laptop Client device is loaded with the office automation software (MS Office Professional Suite), Windows operating system, VPN client software, and security and management tools.
| | Same as the four individual services comprised in this service offer.
There is an additional option for a Static work position which consists of a
docking station, dual LCD Monitor, VTC camera, Keyboard and mouse. (This option
is only applicable for the Portable Client Device service flavour).
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time). Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
| |
Standard Service support levels: Service Availability Target : 99.0% Service Restoration: Where the service is deemed unavailable the service restoration period for a critical incident (i.e. P0/P1) is 4 hours.
| The REACH Mobile workplace service is a bundle of four customer-facing services (Managed Device Service, Enterprise Identity Access Management Service, E-mail Service, IM collaboration Service), infrastructure and platform services, offered as a single service package for the NATO Restricted Network.
| |
| | WPS007 | Print/Scan/Copy Service | Workplace Services | 25/07/2024 13:18 | Service Types: The Print/Scan/Copy service includes four service flavours[1]: WPS007-1 – A: A3 Large Print Volume MFD (ImageRunner Advance DX C5840) This printer comes with the following technical specifications: - 40 ppm
- Optimum print volume: 5.000 – 30.000 per month
- Lifetime 2.000.000 prints
- Color & B&W Printing/Scanning/Copying
- Double-sided Printing/Scanning/Copying
- Document Feeder for scanning of multiple documents
- Scan directly to users' email address
- Multiple paper sizes possible: A3-A4-A5-A6-Envellopes
- User Identification through RFID card
WPS007-1 – B: A3 MFD (CANON ImageRUNNER ADVANCE DX C3830i)
This printer comes with the following technical specifications:
- 30 ppm
- Optimum print volume: 5.000 – 10.000 per month
- Lifetime 1.000.000 prints
- Color & B&W Printing/Scanning/Copying
- Double-sided Printing/Scanning/Copying
- Document Feeder for scanning of multiple documents
- Scan directly to users' email address
- Multiple paper sizes possible : A3-A4-A5-A6-Envellopes
- User Identification through RFID card
WPS007-1 – C: A4 MFD (CANON imageRUNNER ADVANCE DX C357i)
This printer comes with the following technical specifications:
- 35ppm
- Color & B&W Printing/Scanning/Copying
- Double-sided Printing/Scanning/Copying
- Document Feeder for scanning of multiple documents
- Scan directly to users' email address
- Multiple paper sizes possible : A4-A5-A6-Envellopes
- User Identification through RFID card
WPS007-1 – D: A4 Desktop-sized MFD (CANON i-SENSYS X C1333i)
This printer comes with the following technical specifications:
- 33ppm
- Color & B&W Printing/Scanning/Copying
- Double-sided Printing/Scanning/Copying
- Document Feeder for scanning of multiple documents
- Scan directly to users' email address
- Multiple paper sizes possible : A4-A5-A6-Envellopes
- User Identification through RFID card
WPS007-1 – E: Plotter (Large Format Printer)
Traceability with previous service flavours (CCSC 7.1): | Old flavour (CCSC 7.1) | Old flavour name (CCSC 7.1) | Mapping to new flavour | | WPS007-1 | COCO MFD (Contractor Owned Contractor Operated Multifunctional Device) | WPS007-1 - A: Large Print Volume MFD WPS007-1 - B: A3 MFD WPS007-1 - C: A4 MFD WPS007-1 - D: A4 Desktop-sized MFD | | WPS007-2 | NONO (NATO Owned NATO Operated) Printer | Service Flavour is not available for new quantities ordering Existing quantities listed in 2022 SLAs/SSPs will be supported until device has reached its supported life expectancy age (4 years) | | WPS007-3 | Plotter (Large Format Printer) | WPS007-E: Plotter* | | WPS007N-1 | Division Printer (MFD) | WPS007-B: A3 MFD | | WPS007N-2 | Workgroup Printer | WPS007-C: A4 MFD |
* Note: Due to the limited quantities of plotters within NATO, and their specific usage, this service flavour is not available as part of the large framework contract. The service is offered with a Service Initiation cost and annual service rate calculated upon request.
Additional (optional) Service Features (Applies to Service Flavour A and B only)**:
- Stapler finisher
- Booklet finisher
- High-volume document feeder
- Hole Puncher – 2 or 4 hole
Please note, that any optional features needs to be selected up front at service initiation stage and cannot be deselected throughout the duration of the service commitment.
** Note: For MFDs used on high-side (NS/MS), any optional features need to be requested at the service initiation stage, and it is not possible to have optional features retrofitted due to the mandatory requirement for TEMPEST testing of the MFDs.
[1] Exact MFD device models can change without prior notification due to contractual changes and/or end of service notifications from current supplier. | NCI Agency supported CIS on both low side (NU/NR) and high-side (NS/MS). Please note: For MFDs used on the high-side (NS/MS), TEMPEST testing of each MFDs is mandatory. The cost for TEMPEST testing is a one-time only cost which will be included in the Service Initiation cost. The Annual Service rate for both TEMPEST and non-TEMPEST tested printers remains the same. The standard delivery time is 14 weeks (including TEMPEST).
| | | Customer Facing | | | Enterprise Access Services | | | CES | | WPS001 Managed Device Service (or qualified connected device)
WPS002-1 Enterprise Identity Access Management Service - User Access Account WPS012 Workstream Collaboration Service (for scanning functionality only)
| SCS02 - REACH Network Based Printing and Scanning Services, SCS07 - Network Based Printing and Scanning Services | | The unit of measure, used for service costing is per Multi-Functional Device[1] and per type of printed page. The exact service rate is not yet calculated, but is estimated due to ongoing renewal of the active contract with current supplier. For 2024 budgetary purposes the following annual service rates are recommended to be used***: *** The service rate is based on a full five-year service commitment. In case of shorter service commitment, the investment cost of the MFDs will be borne at service instantiation. The annual service rate will equally be lower depending on the length of the service commitment decided. Exact service rate calculation will be provided at price proposal stage. Please see Service Rates document for standard rates applicable to the service.
[1] For new entities, not already consuming the WPS007 Print/Copy/Scan Service, there is a one-time cost of EUR 7,200. This covers the instantiation of the backend required plus socialization efforts enabling an effective use of the service. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | WPS007 |
Print/
Scan/ Copy Service
| WPS007-1-A: A3 Large Print Volume MFD
| Per
Device | 2,090
|
WPS007-1-B: A3 MFD (CANON ImageRUNNER ADVANCE DX C3830i)
| Per
Device | 1,428
|
WPS007-1-C A4 MFD (CANON imageRUNNER ADVANCE DX C357i)
| Per Device
| 1,228
| | WPS007-1-D: A4 Desktop-sized MFD (CANON i-SENSYS X C1333i)
| Per Device
| 878
| WPS007-2: NONO Device (NATO Owned NATO Operated) Printer
| Per Device | 837
|
Black & White paper
| Per Page
| 0.0077
|
Colour paper
| Per Page
| 0.0238
|
Stapler finisher
| 1 | 250
|
Booklet finisher
| 1 | 475
| High volume document feeder
| 1
| 100 |
Hole puncher
| 1
| 75
|
| The Print/Scan/Copy Service includes the management of multifunctional devices (MFDs), i.e. devices with combined print, scan and copy functionality, as well as document management and workflow solutions to improve an organization's printing environment. The Print/Scan/Copy service enables the user to create hardcopies of digital content or to digitise hardcopies. Under this service, NCI Agency uses a large framework contract with a global supplier of multifunctional devices to ensure standardization, and service reliability across the Alliance at the most efficient price. These multifunctional devices are by default enabled with badge-controlled authentication and can be acquired in various TEMPEST tested variants. Depending on the service flavour selected, lifecycle replacement after five (5) years is included at no additional cost to the customer[1]. [1] One-time cost related to TEMPEST testing is not including in the five (5) year service rate.
| | Standard Service Features: The Print/Scan/Copy Service provides the following minimum features: - Grey-scale and Colour printing
- Singe and Double-sided printing (paper size various according to service flavour selected)
- Document feeder for scanning of multiple documents
- Scan directly to user's email address
- Paper Input Trays supporting multiple paper sizes
- Copy functionality, single and duplex sided
- Toner and toner electronic advanced notification for replacement
- User authentication through scanning of RFID card (typically AMIS badge)
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET) Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 585
| | Standard Service Support Levels: General service availability* target is 99.0% with Priority Resolution Times and Generic Service Priority Assignment Matrix in accordance with the NCI Agency standardised Service Level Agreements in force. - Standard Support: 08:30 - 17:00 (included in standard service rate)
- VIP Support: 06:00 - 22:00 (service rate available upon request)
VVIP Support: 00:00 - 23:59 (i.e. 24/7 support) (service rate available upon request)
Only if one of the following incident conditions are met incident will be considered as wide spread outage and will be assigned with the agreed incident restoration priority: - Service is unavailable to all users in an organisation. For example users are unable to select the print queue while attempting to print, or the entire print capability is unavailable.
- 50% or more of the MFDs deployed in a single geographical location are unavailable."
For ACO/ACT customers: Incident prioritisation and service restoration requirements are in accordance with the Aligned Baseline Incident Priority Assignment Table (ABIPAT) agreed in the SLAs. Service Request / Request Fulfilment prioritisation and service installation requirements are in accordance with implementation time targets agreed in SLAs. Service Reporting: ACO/ACT Customers: The standardised service reporting is provided as a deliverable of this service. ACO standardised reporting templates are listed in the SLA Annex 18 and managed by ACO KPI/KQI WG. Quarterly Reports: Service availability and service performance reports at Service Access Point (SAP) (via incidents) Incident management report base on ITSM tickets and trend analysis Change management and ASI report based on ITSM tickets Additional service reporting requirements can be requested through the respective SLAs it may be subject to additional service fees.
| The Print/Scan/Copy Service supports various Business Processes across the Enterprise by performing multiple office imaging tasks, such as input, output and transmission of documents. It allows electronic content to be re-produced in hardcopy for easy reading, commenting, obtaining physical signatures, etc. The service also allows physical paper content to be electronically stored and transmitted to relevant recipients on NCI Agency supported system.
| |
| | PLT001 | Information Sharing and Collaboration Platform Services | Platform Services | 16/10/2024 14:30 | Service Flavours: The Service is available in four flavours: NATO Enterprise Collaboration Platform: A site with a dedicated URL address based on the “NATO Enterprise Portal Templates" as building blocks, enabling customers to manage and design the site by combining available building blocks (Landing, Exercise, Document Collaboration, Project, Events and more). These templates provide the NATO Visual Identity, a set of NATO purposed web parts and standard document metadata compliant with the “NATO Core Metadata Specification" (NCMS), easing the learning curve and fostering its usability. They can scale up to the full storage limit of SharePoint, requires no downtime for updates and are responsive (available for mobiles and tablets). Default storage size is 10 GB [1]. Best for: customers who require sites with publishing or/and collaboration features with a high degree of autonomy for designing and content authoring while aligning with the NATO metadata and look and feel standards. Customer-specific SharePoint Collaboration Platform: A site with a dedicated URL address and selected SharePoint features specifically tailored to customer requirements. Default storage size is 10 GB [2]. Best for: customers who require a standard SharePoint “out of the box" implementation in combination with specific functionalities not available in the “out of the box" SharePoint offering, such as custom metadata, custom look and feel and content management features, or that require sophisticated workflows, fine-tuned security (by user, documents or shared spaces) or integration with other applications. Communities of Interests (COI) Collaboration Platform: Quick delivery[3] Information management site that addresses the need for enhanced collaboration within and between NATO Communities of Interests (e.g. Electronic Warfare, Space, Cyber Security, CIS, Exercises and more). Information architecture and tools have been designed to strengthen teamwork within the subject-focused collaboration sites and enable exchange of information between different communities. COI is accessible to NATO and Non-NATO entities, including Nations, Industry and Academia to support cooperation between NATO Enterprise and its External Partners. COI-templated sites follow the predefined NATO Visual Identity and are compliant with “NATO Core Metadata Specification" (NCMS). Default storage size is 4 GB[4]. Best for: customers who require quick delivery collaboration environment focused on common professional interest (Communities of Interests) or/and those who wish to work together with NATO External Partners.
[1] Can be increased, based on customer requirements and subject to an additional cost of the underlying prerequisite services for the additional storage. [2] Can be increased, based on customer requirements and subject to an additional cost of the underlying prerequisite services for the additional storage. [3] Quick Service Instantiation applies to the case of the Internet or the NS network, were the COI is already instantiated. [4] Can be increased, based on customer requirements and subject to an additional cost of the underlying prerequisite services for the additional storage.
| Available on[1]: | | PUBLIC | UNCLASSIFIED | RESTRICTED | SECRET | MISSION SECRET | | NATO Enterprise Collaboration Platform | X | X | X | X | X | | Customer-specific SharePoint Collaboration Platform | X | X | X | X | X | | Communities of Interests (COI) Collaboration Platform | X | X | | X | |
[1] Depending on the Service Flavour, the Service Instantiation timelines may vary per network.
| | | Customer Facing | | | Enterprise Access Services | | | | | Service prerequisites[1]: WPS002 Entreprise Identity Access Management Service WPS003 Enterprise User License Service PLT003 Web Hosting Service
[1] Service prerequisites depend on the Network and on the specific Service Flavour.
| EAS03 - Web and Portal Hosting, SCOI70 - Information Management Tools | | The unit of measure for the Service is “per URL", and more specifically:
- In the case of the NATO Enterprise Collaboration Platform / Customer-specific SharePoint Collaboration Platform, the unit of measure is per each SharePoint “Site Collection"
- In the case of the Communities of Interests (COI) Collaboration Platform, the unit of measure is per each Community of Interest “Site".
The price depends on the type of “Service Plan" chosen by the customer, as per the following table: | Service Plan | Number of registered users | Number of Service Requests/Year[1] | | Basic | Maximum 100 | Up to 6 | | Advanced | Unlimited | Up to 12 |
The table above shows that every Service Plan enables the customers to have a maximum number of registered users and to ask for a maximum number of Service Requests per year. The cost of the Service does not include the cost of all the underlying Service prerequisites.The total amount of the Service delivery price is charged in accordance with specifically arranged conditions of the Service delivery.
[1] Service Requests are “Category 1" changes available on ITSM. Service Requests do not include other types of changes [e.g. changes that require Change Advisory Board (CAB) approval: these changes will be requested via a Customer Request Form (CRF)].
The 2025 Service
Rates v9.1 below are valid for all NCI Agency customers, with
exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service Name | Service Flavour/Option | Service Unit | Service Rate 9.1 | | O&M
only | (EUR) | | PLT001 | Information Sharing and Collaboration Platform
Services |
PLT001-4: NATO Enterprise Collaboration Platform - Basic Plan
| Per Portal URL | 3,944 | | PLT001-5: NATO Enterprise Collaboration Platform - Advanced Plan | Per Portal URL | 15,231 | | PLT001-6: COI
Portal Service - Basic Plan | Per Portal URL | 3,945 | | PLT001-7: COI
Portal Service - Advanced Plan | Per Portal URL | 10,508 |
| The Service provides a platform for NATO entities to create, collaborate and share information internally within the Alliance and/or externally between NATO and External Partners. The Service provides a secure, online portal/website for users to create, capture, store, manage, broadcast, publish, view, and search all types of digital content. It allows organizational elements to establish a rich collaboration environment by utilising and combining web information publishing and portal feature options. The Service enables collaboration and social capabilities in the context of team, community, NATO Enterprise, NATO Nations, PfP Nations, Industry, and Academia. | | Service Features: The Service provides the following features (subject to the specific Service Flavours):
1. Content Management: • Sites is where all collaboration happens. Sites contain many features, including the capability to create, store, and retrieve data, and manage, tag and search for content and information.
2. Document Management: • Allows document collaboration with rich document experience on co-authoring, version control and secure sharing. • Connectivity with Microsoft Office client applications through lists and document libraries. • Apps for SharePoint, workflows, Word or Excel Services.
3. Social: • Provides social networking capabilities, newsfeeds, and profile searching and tagging, along with the capability to search, locate and interact with people through their skills, organizational location, relationships. • Blogs, wikis, surveys, metadata tags and other.
4. Search: the ability to search content from multiple sources, fine-tuned with facets, filters and autocomplete.
5. Staging environment to assist with capturing customer functional requirements or executing User Acceptance Tests (available on request).
| Available | | Support Hours: Centralised Service Desk specialist agents are available during: - Monday to Thursday: 0600 to 2200 (CET)
- Friday: 0600 to 2000 (CET) Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary. Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time). Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858 | | Standard Service Support Levels: Service Availability Target: 99% Service Restoration Priority: P3. The Standard Service support comprises the following activities: - Operation: application monitoring, log management, batch jobs management, backup & restore, auditing, Service Requests fulfilment.
- Corrective Maintenance: diagnosis and removal of the causes and the effects of any malfunction affecting the Service.
- Preventive Maintenance: preventive actions needed to avoid future malfunctions
- Adaptive Maintenance: adjustment of the Service in order to adapt to the minor changes of the sub system components (i.e. Operating System, Database Management System, Browser, SharePoint and SharePoint add-ons). Major changes of the sub system components shall be requested via dedicated projects.
| The Service provides a comprehensive collaboration experience, with rich interaction through calendars, lists, libraries, blogs, wikis, etc. thus the Service allows users to work together effectively by sharing information and jointly working on documents. The offered collaboration and social services are an enabler for an effective Information and Knowledge Management (IKM) within a controlled information lifecycle, in compliance with NATO IM Policies, and protected. | |
| | WPS010 | Video (VTC) Collaboration Service | Workplace Services | 25/07/2024 14:06 |
Service Flavours: WPS010-1 VTC Soft Client: provides users with an application (Polycom RealPresence Desktop) installed on the managed/qualified device. The flavour requires a camera and a microphone (in-built or as addition). This is a best-effort service and HD quality is not guaranteed due to infrastructure limitations. Please also note that the infrastructure has a limitation for 500 concurrent calls. WPS010-2 VTC System Only: consists of a VTC CODEC, which is integrated in a non-NATO Studio Wide VTC Room (a conference room with audio/video assets which belong to the local site and is therefore not part of the VTC Service). WPS010-3 Desktop Dedicated Terminal: provides users with a dedicated VTC terminal (Polycom) connected to the network, which can be either: - Desktop VTC Terminal, or
- Huddle/small room based system.
Conference room VTC: integrates with Conference room setups that become VTC enabled – it's provided with a camera and microphone and can be integrated with Conference room projection and presentation devices. The flavour has a range of room systems depending on their size, number supported participants, and the need for mobility, as follows: - Roll About VTC system:
- WPS010-4 VTC Room - Roll About SDS (Single Domain);
- WPS010-5 VTC Room - Roll About DDS (Dual Domain);
- WPS010-6 15-man room VTC system (dual domain system);
- WPS010-7 25-man room VTC system (dual domain system);
- WPS010-8 50-man room VTC system (dual domain system);
- WPS010-9 175-man room VTC system (dual domain system).
WPS010-10 Immersive Telepresence Meeting (ITP) Room VTC: This service flavour uses enhanced conference room technologies and provides the illusion of an in person meeting through the use of multiple screens in an `across the table` setup. Available only as single domain system. WPS010-11 VTC B2B (Business to Business) Connection: provides a possibility to communicate through audio and video between NATO users and external VTC networks such as Nations, Missions, Deployed CIS, NGO's and GO's.
| NATO Unclassified (including public access) NATO Restricted NATO Secret NATO Partner Network (For NNHQ)
| | | Customer Facing | | | Enterprise Access Services | | | CES | Available NCI Academy Training not covered by service cost: | A0244 | NATO HD VTC Facilitator |
Please note that this training is not funded through the service rate and it is added in the catalogue to familiarize the service users community with the available courses as part of the agency academy courses offerings.
| WPS001 Managed Device Service (or qualified connected device) for VTC Soft Client Flavour.
| EAS10 - VTC Services, EAS06 - Collaboration Services | | The unit of measure for the Service is Per Client Device, except for the VTC B2B flavour, where the unit of measure is Per VTC B2B Package. A VTC B2B Package includes up to 300 calls per year, limited to up to 5 simultaneous calls.
Please see Service Delivery Lifecycle Stages section for the lifecycle stages of a service along with the corresponding deliverables and the service rates applicable in each stage. Please see Service Rates document for standard rates applicable to the service. In special cases there are discounts offered: | | | | | Case | Discount | | 1 | The customer has its own local support contract for equipment maintenance | 10% | | 2 | The customer provides the L1 support | 20% | | 3 | Combination of 1 and 2 | 30%
|
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | WPS010 | Video
(VTC) Collaboration Service | WPS010-1: Soft
Client * | Per Client Device | 293 | | WPS010-2: VTC
System Only | 15,327 | | WPS010-3: Desktop
Dedicated Terminal | 5,013 | | WPS010-4: VTC
Room - Roll About SDS* | 16,731 | | WPS010-5: VTC
Room - Roll About DDS | 22,654 | | WPS010-6: VTC
Room - 15 person | 25,601 | | WPS010-7: VTC
Room - 25 person | 27,813 | | WPS010-8: VTC
Room - 50 person | 35,233 | | WPS010-9: VTC
Room - 175 person | 43,141 | | WPS010-10: Immersive
Telepresence Meeting (ITP) Room | 44,147 | | WPS010-11: B2B
connection | Per B2B Package | 23,152 |
* Service available only to External NCI Agency Customers | The Video (VTC) Collaboration Service provides users the ability to
collaborate and communicate through video and audio. It allows users from different geographical
location to have face-to-face like collaboration as well as it supports
multi-user, multi-location collaboration. | | The Service features include scheduling, VIP monitoring, conferencing,
recording, playback and streaming, and connectivity of third parties. | Available | |
Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: Service Availability Target: 99.0% (exception: Soft Client flavour) Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
Service Reporting: ACO/ACT Customers: The standardised service reporting is provided as a deliverable of this service. ACO standardised reporting templates are listed in the SLA Annex 18 and managed by ACO KPI/KQI WG.
Quarterly Reports: Service availability and service performance reports at Service Access Point (SAP) (via incidents)
Incident management report base on ITSM tickets and trend analysis
Change management and ASI report based on ITSM tickets
Asset and Configuration Management report
Additional service reporting requirements can be requested through the respective SLAs it may be subject to additional service fees.
| The Service allows individuals and groups to interact easily, which
enables a more flexible and efficient exercise of the Command and Control with
significant savings in travel time and cost. | |
| | WPS011 | IP Television (IPTV) Service | Workplace Services | 19/04/2023 10:01 |
Service Flavours: IP Television – This service supports the office environment. The 55" television is mounted on a trolley and connected to the floor box plug in a specific office or meeting room Soft client – This service flavour allows the users to access the IPTV channels from their devices, provided through the managed device services. | IPTV Flavour – Public networkSoft client flavour – NATO Restricted and NATO Unclassified
| | | Customer Facing | | | Enterprise Access Services | | | CES | |
WPS001 Managed Device Service (for Soft client Service flavour) | SCS04 - Television Services, IPTV | | The unit of measure for the Service is Per Device. Please see Service Delivery Lifecycle Stages section for more information about the general overview of the type of deliverables involved in each stage and the scope of corresponding service rate. Please see Service Rates document for standard rates applicable to the service.
| IP Television Service provides the user with commercial cable television
service as well as NATO specific channels. This service provides numerous
channels, primarily focused on news and informational events, and offered in a
variety of languages used in NATO.
| | The IP Television Service includes a fully managed and operated commercial capability augmented with NATO information. IP Television can be a full service providing the television, trolley and channels or as small as offering the channels and a connection SetTopBox (STB). Business users can access three of the main news channels on their NATO managed mobile device. Nations and staff can request additional channels that offer specific programming or national specific content. These channels can be ordered separately and the price is based on the requested licensing.
| # | Channel Name | # | Channel Name | | 1 | La Une | 23 | CNBC-E | | 2 | La deux | 24 | Sky news | | 3 | La trois | 25 | Channel 5 | | 4 | France24 | 26 | ITV 1 | | 5 | TV5Monde | 27 | ITV 2 | | 6 | BBC World | 28 | ITV 4 | | 7 | MTV | 29 | BBC News | | 8 | CNN | 30 | ITV 3 | | 9 | Euronews | 31 | RTP-International | | 10 | Nederland 1 | 32 | RAI News24 | | 11 | Nederland 2 | 33 | TVR International | | 12 | Nederland 3 | 34 | ARD | | 13 | BBC1 | 35 | TV-8 | | 14 | BBC2 | 36 | ATV | | 15 | National Geographic Channel HD | 37 | TRT 1 | | 16 | RAI 1 | 38 | TRT 2 (Haber) | | 17 | RAI 2 | 39 | TRT Turk | | 18 | RAI 3 | 40 | CNN Turk | | 19 | Animal Planet | 41 | Haber Turk | | 20 | Aljazeera | 42 | TGRT | | 21 | Discovery Channel | 43 | TA3 | | 22 | Eurosport | 44 | PRO TV International |
| Available | | Support Hours: Centralised Service Desk specialist agents are available during: Monday to Thursday: 0600 to 2200 (CET) Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary. Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time). Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number Belgium +32 65 44 3177 Netherlands +31 70 374 3177 Italy +39 081 721 3177 Germany +49 282 4978 3177 USA +1 757 747 3177 For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99% Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The IP Television Service offers the user an ability to leverage a fully
managed and operated contractor service inside the New NATO Headquarters. This
allows the user to keep up to date with news events. In addition to commercial
news, the user can also view NATO channels which provide NATO news as well as
can provide streamed videos of HQ briefings. This aids operational efficiency
and effectiveness and supports situational awareness throughout the
headquarters. | |
| | WPS009 | Unclassified Voice Collaboration Service | Workplace Services | 25/07/2024 14:23 | Service Flavours: Available flavours are the following: Voice Collaboration (Calling) Service: Provided as a telephone number and assigned to a Desk Phone or a Softphone (via Skype for business). The user can place and receive calls from/to the assigned telephone number. Business-to-Business Federation (B2B)[1]: Provides NATO users the possibility to communicate through audio with external Voice networks such as Nations, Missions, Deployed CIS, NGO's.
[1] B2B is not applicable to common-funded Customers
|
Static Desk Phone: NATO Voice Network. Highest content classification: UNCLASSIFIED Softphone (Skype for Business): Available on NU and REACH networks. Highest content classification: UNCLASSIFIED
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A0095 | NATO Voice over IP Foundation | | A0097 | NATO Call Manager & Voice over Secure IP (VoSIP) | | A0101 | NATO C4ISR Orientation for Officers and NCO's | | A0932 | DCIS CES Voice Technician |
Please note that this training is not funded through the service rate and it is added in the catalogue to familiarize the service users community with the available courses as part of the agency academy courses offerings.
| INF001 LAN Service WPS012 Workstream Collaboration Service (for Softphone only)
| SCS03 - Global Satellite Phones, SCS9 - Voice Services | | The unit of measure for the Voice Collaboration (Calling) Service is per the telephone number assigned. The unit for the Business-to-Business Federation (B2B) service is per instance implemented. Please see Service Rates document for standard rates applicable to the service.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place. | Service ID | Service Name | Service Flavour/Option | Service Unit | Service Rate 9.1
O&M only
(EUR) | WPS009 | Unclassified Voice Collaboration Service | WPS009-1: Voice Collaboration (Calling) Service | Per Telephone Number (1) | 238 | WPS009-2: Business-to-Business Federation (B2B) | Per instance | 8,540 |
1 - For 2023 quantities customers will use previous unit of measure (Device). The NCI Agency will do the mapping to the new unit of measure (telephone numbers). | The Voice Collaboration Service provides the ability to collaborate and communicate through audio with the telephony subscribers on NATO and National military unclassified networks, as well as commercial fixed and mobile telephony networks. | | The different device modalities (analogue phone, Voice over IP phone, Software Client, etc.) as well as service features are highly dependent of the specific location where the service is provided. Same applies for the various features and functions such as conferencing capabilities, hunt groups, voice mail, pickup-groups, call forwarding, etc. With each instance of the service, either a static desk phone or a Software Client will be provided with an assigned telephone number, consisting of an internal 4-digit extension and a location-based prefix. With the assigned telephone number, the user can place and receive calls to/from NDN, NCN and commercial networks. To be able to call from softphone a local national breakout connection to commercial networks is required Service covers in-service support of end-to-end telephony services including the replacement of hardware and software in case of an incident. Default calling permissions (flat-rate contract) includes calls to all NATO subscribers, National Military networks and Europe (including US, Canada, Turkey) telephony networks. Other calling permissions can be provided but they are subject to customized configuration. The procurement of software and hardware (including end-user devices) and lifecycle replacement is excluded from the service support cost (O&M) and must be procured separately.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service support levels: Service Availability[1] Target: 99.5% Standardised time to deliver new service instance[2]: 3 working days (installation and configuration of new phone device) Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. Higher service availability and restoration targets can be negotiated and funded through the respective SLAs. ACO/ACT Customers: Incident prioritisation and service restoration requirements are in accordance with the Aligned Baseline Incident Priority Assignment Table (ABIPAT) agreed in the SLAs. Service Request / Request Fulfilment prioritisation and service installation requirements are in accordance with implementation time targets agreed in SLAs. Other Customers. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency SLAs and SSPs with respective customers. Service Reporting: ACO/ACT Customers: The standardised service reporting is provided as a deliverable of this service. ACO standardised reporting templates are listed in the SLA Annex 18 and managed by ACO KPI/KQI WG. Quarterly Reports: Service availability and service performance reports at Service Access Point (SAP) (via incidents) Incident management report base on ITSM tickets and trend analysis Change management and ASI report based on ITSM tickets Phone billing service for the period (optional, upon request ) Asset and Configuration Management report Additional service reporting requirements can be requested through the respective SLAs it may be subject to additional service fees.
[1] The minimum “Monthly Uptime Percentage" for a Service is calculated by the following formula: (Available Minutes* - Downtime) / Available Minutes x 100 *Minutes available during agreed reporting period excluding planned maintenance minutes [2] Provided the underlying infrastructure is ready and devices are on site
| The Service allows voice communication between two or more parties from any location. This increases flexibility and saves cost, as no travel is required. | |
| | INF003 | Enterprise Internet Access Service | Infrastructure Services | 25/07/2024 15:30 | Service Flavours: The service is available in the following flavours: Standard Internet Access: is the standard internet provided across the enterprise based on the following principles: - Access is controlled based on appropriate site categorisation, blocked for unappropriated site categories (Porn, Gambling, Storage on line, Etc.)
- Traffic of any kind is subject to inspection including SSL decryption as appropriate (exclusion for Banking, Health and Governmental institution)
- Exception to the above are organised by means of policy on user request approved by the local SSA
Anonymized Internet Access: is an internet access organised in a way that browsing result sourced from IP addresses are not attributable to NATO. Anonymisation is a data processing technique that removes or modifies personally identifiable information; it results in anonymised data that cannot be associated with any one individual or organisation (NATO in this case).
| Available on: NATO Unclassified
NATO Restricted
| TBC | | Customer Facing | Please see info under “Service Flavours” | | Enterprise Access Services | C2 Collaboration Service | | CES | | WPS001 – Managed Device Service | EAS09 - Internet Services Gateway | Enterprise-wide ICT Services | The unit of measure for the service is 1, meaning that the cost/price of
the service is calculated on the enterprise total cost basis. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service Name | Service Flavour/Option | Service Unit | Service Rate 9.1
O&M only
(EUR) | | INF003 | Enterprise Internet Access Service |
| 1 | 6,226,988 |
| Enterprise Internet Access Service comprises of the provision and supply of secure web browsing connectivity to the internet, mail relay and mail security sanitation. Additionally this service supports collaboration and interoperability amongst any dependent NATO resources.
| | - Downstream bit rates
- Upstream bit rates
- Monitoring from our Network Operations Centre
- High-speed access
- Secure access
- Corporate Web Proxying
- Corporate Internet DNS Service
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET) Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
| |
Standard Service support levels: | | Availability Target | Restoration Period | | In support hours | 99.9 % | 1 hour | | Out of support hours | 99.5 % | 4 hours |
Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is shown in the table above. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
Service Reporting: ACO/ACT Customers: The standardised service reporting is provided as a deliverable of this service. ACO standardised reporting templates are listed in the SLA Annex 18 and managed by ACO KPI/KQI WG. Quarterly Reports: Impact on service availability and service performance reports at Service Access Point (SAP) (via incidents) Incident management report base on ITSM tickets and trend analysis Change management and ASI report based on ITSM tickets CIS Security and Cyber report Asset and Configuration Management reports Additional service reporting requirements can be requested through the respective SLAs which are subject to NCIA's cost and feasibility assessment.
| Enterprise Internet Access Service offers the user the access to the internet, enabling the user to conduct open source intelligence gathering, administration, welfare and many other activities to support their business needs.
| |
| | INF004 | Infrastructure Virtualization Service | Infrastructure Services | 25/07/2024 15:31 | | NATO Unclassified NATO Restricted NATO Secret Mission Secret Public Internet Access (PIA) Gateway
| TBC | | Customer Facing | | | Enterprise Access Services | C2 Collaboration Service | | CS | Available NCI Academy Training not covered by service cost: | A0311 | NATO Data Centre Virtualization | | A3024 | Deploying VMware vSphere |
|
Service Prerequisites: - INF001 LAN Service
- INF005 Infrastructure Integration Service
- INF007 Infrastructure Storage Service
Service lifecycle for Virtualization devices: The criteria for obsolesce for devices is defined by 'NCIA's 10 year Lifecycle Plan'. According to this plan, life expectancy for compute and HCI devices (called servers) is '7' Years unless the device is defined by the following criteria in order of urgency: - End of Service (EOS) devices
- Failed of failing devices
- Reported Missed SLAs as a result of failing devices
- End of Life (EOL) devices
| EAS04 - Infrastructure as a Service | | The unit of measure is infrastructure unit (composed of Infrastructure Virtualization, Infrastructure Storage, Infrastructure Backup and Infrastructure Integration Services). The rate included in the service rate is for an average sized infrastructure unit (4 vCPU, 20GB vMemory and 850GB vStorage). The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) |
INF004
| Infrastructure
Virtualization Service | INF004 Infrastructure Virtualization Service
| Per Infrastructure Unit | 5,233 | | INF004-2 SMC Discovery and Truesight
| 1
| 422,000 | | INF004-3 Packaging
| 1
| 452,423
|
| The Infrastructure Virtualization Service is a flexible, scalable and redundant Infrastructure as a Service (IaaS) offering. It provides computing capabilities to provision and maintain virtual machines (VMs) in order to host databases, application and other services running on top of the operating systems to meet Customer's specific requirements. | | The Infrastructure Virtualization Service offers the user the following: - Based on proven, best-in-class enterprise hardware and software
- Enterprise compute hardware and software procurement
- VMware Hypervisor administration including hypervisor level security hardening per NATO NOS standards, hypervisor and firmware upgrades and hypervisor patching
- Resource pool architecture, consisting of vCPU, vMemory, and shared SAN or software-defined storage
- Generally configured for high availability and dynamic resource allocation
- Flexibility to modify resource pools generally without VM downtime
- Dynamic scalability of resources to meet evolving requirements
- Guest Operating System for quick provisioning:
- Windows Server (versions in A2SL only)
- RedHat (RHEL) Linux (versions in A2SL only)
- Oracle Linux (versions in A2SL only)
- Guest Operating System upgrades and patching:
- Deploying Microsoft Security Patches to Windows Server virtual machines
- Deploying RHEL / OEL OS Security patches to RHEL / OEL virtual machines
- Deploying Emergency Patches / Battle Short to virtual machines
- Patch Installation Types:
- Auto-patching : Applied to VMs automatically during maintenance windows scheduled period without any specific databases and applications
- Manual patching: The INF004 deploys and makes guest operating system patches available only. Application owners for VMs with specific database and applications install available patches themselves.
Note: Infrastructure Virtualization Service provide 'Virtualization' services on different data center levels in NCIA; Data Centers (DC), Enhanced Nodes (EN), Standard Nodes (SN), and Remote Nodes (RN) which depends on geographic location, network classification and capacity requirements. Not all features mentioned above are available in the four data center levels so during the requirements gathering the agency and customers shall mutually agree on the required features and hence the datacenter level is selected.
| Available | |
Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: Service Availability Target: 99% Built-in High Availability provides uniform failover protection against hardware and operating system outages within the virtualized IT environment offered by this service. High availability allows: - Monitor VMware vSphere compute devices to detect hardware and system failures
- Restart virtual machines on other compute devices in the cluster without manual intervention when a server outage is detected
- Reduce application downtime by automatically restarting virtual machines upon detection of an operating system failure
- N.B. Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
Service Reporting: Incident management report base on ITSM tickets and trend analysis Change management and ASI report based on ITSM tickets Additional service reporting requirements can be requested through the respective SLAs which are subject to NCIA's cost and feasibility assessment.
| The Infrastructure Virtualization Service provides value to customers
and other (customer facing) services by providing more control over
scalability, better security of on-premises and private cloud compute devices.
The service designed to be fully redundant and configured for automatic
failover for compute resources in order to minimize downtime. This service is
delivered mainly from central datacenters in multiple geographies. The service
also offers the user with lower Total Cost of Ownership (TCO) of the
virtualization infrastructure hosting as it is provided through a Shared
Infrastructure model
| |
| | INF005 | Infrastructure Integration Service | Infrastructure Services | 25/07/2024 15:43 | The
Service is available as a single flavour. | Available on: NATO
Secret
Mission Secret
NATO Restricted
NATO Unclassified
| TBC | | Customer Facing | | | Enterprise Access Services | C2 Mission Support Services | | C2 | Available NCI Academy Training not covered by service cost: | A0236 | NATO Networking Infrastructure (CCNA R&S) | | A3046 | Network Configuration and Troubleshooting |
| | EAS04 - Infrastructure as a Service, UAS03 - Directory Services | C4ISR Enabling Services | The service rate for this service is included under the service rate of INF004 Infrastructure Virtualization Service. No separate charges apply for this service specifically.
The unit of measure for INF004 is infrastructure unit (composed of Infrastructure Virtualization, Infrastructure Storage , Infrastructure Backup and Infrastructure Integration Services). The rate included in the INF004 service rate is for an average sized infrastructure unit (4 vCPU, 20GB vMemory and 850GB vStorage).
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | INF005 | Infrastructure
Integration Service | | 1 | Under INF004 Pricing |
| The Infrastructure Integration Service provides the underlying infrastructure network services that are required to have a working IT environment. It ensures the availability and capacity of the Data Centres at several locations. It ensures the availability and capacity of the Data Centres at several locations. As a part of IaaS (Infrastructure as a Service) INF005 builds the basement for the centralized IT Infrastructure and create the hardware level for other centralized services. The fields of activity of Infrastructure Integration Service are Space, Cooling and Power inside the centralized NCIA IT Infrastructure. Also Network Time Protocol (NTP) is part of the service flavour provided by Infrastructure Integration Service. INF005 is a non-customer-facing service and is a prerequisite for Infrastructure Virtualization Service (INF004) and Storage Service (INF007) and Backup Service (INF016).
| | - Space:
- Physical Security
- Classifications Security
- Space Optimization
- Space Utilization
- Sustainability
- Integration (Rack and Stack)
- Migration
- Cabling
| - Power:
- Distribution/Modernization
- Redundancy
- Control and Monitoring
- Assessment
| - Cooling
- Air Distribution
- Efficiency Assessment
- Control and Monitoring
- Assessment
|
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: | | Availability Target | Service Restoration Period | | During Support hours | 99.9 % | 1 hour | | Outside Support hours | 99.5 % | 4 hours
|
N.B. Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is shown in the Service Restoration Period table above. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The Infrastructure Integration Service is essential for a proper functioning IT environment. We plan, implement and manage the centralized IT environment within the NCIA IT Infrastructure. | |
| | INF006 | NATO Enterprise Directory Service (NEDS) | Infrastructure Services | 25/07/2024 15:44 |
Service Flavours: The Service is available as a single flavour, with the following options: White and Yellow pages - This web application provides the capability to search and browse for published information on identities from affiliated systems. It is accessed through a standard web browser and available to all customer staff. Identity Management: On the identity management side, the affiliate administrator (AA) (customer of the identity management feature) of a subscribing affiliate can choose from available authoritative attributes what he / she can receive. If the AA needs additional attributes currently not contained in NEDS than NEDS can connect to an additional authoritative affiliate (if identified and available) and the AA can subscribe to these new attributes.
| Available on: NATO Secret In the future, instances of the service will also be available on the NATO RESTRICTED/NATO UNCLASSIFIED environment.
| TBC | | Customer Facing | | | Enterprise Access Services | Other Services | | C2 | | | UAS03 - Directory Services | Enterprise-wide ICT Services | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | INF006 | NATO
Enterprise Directory Service (NEDS) | | 1 | 1,354,493 |
| NEDSprovides the capability to share trusted identity information between different systems and to Enterprise users. The information on identities (e.g. people, organizations, and devices) is retrieved from different, authoritative sources (e.g. APMS). NEDS covers the whole enterprise (including NATO HQ) and will become the standard way to exchange identity information across NATO. Information can be synchronised between different affiliate systems and automated workflows can be created, including provisioning and de-provisioning of User Accounts. NEDS service information can be made available through either the NEDS native interface or through customized interfaces such as Web Access, file based interface or SQL access.
| | Service Features: Identity Management – through shared information across multiple identity stores, improving data quality and reducing the administrative burden for connected systems. Information can be synchronised between different affiliates, and automated workflows can be created, including provisioning and de-provisioning of User Accounts. This increases the security posture of the NATO Enterprise, while ensuring a coherent set of identity data from authoritative sources. Data sources/consumers can make use of the NEDS native interface for retrieving or updating identity information using LDAP(S). Otherwise tailored interfaces can be developed based on for instance SQL or file based connectivity. Currently Affiliated Systems: - Automated Personnel Management System (APMS) - provides a manpower and personnel database for all users at every level within the NATO Command Structure (Bi-SC).
- Bi-SC AIS Active Directory – provides existing NS accounts and receives NEDS automatically created accounts for new NATO Staff users (originating from APMS) and updated existing NS accounts when APMS information changes for a NATO Staff user.
- NATO Network Control System (NNCS) Database – provides Formal Military Messaging (ACP 127) information related to Address Indicator Groups (AIGs), Signal Message Addressee (SMAs) / Plain Language Addressee (PLAs) and Routing Indicators (RIs) as well as NATO Subject Indicator Codes (SICs).
The affiliate administrator (AA) (customer of the identity management feature) of a subscribing affiliate can choose from available authoritative attributes what he / she can receive. If the AA needs additional attributes currently not contained in NEDS than NEDS can connect to an additional authoritative affiliate (if identified and available) and the AA can subscribe to these new attributes. White and Yellow pages - For an end-user, NEDS provides search and browse functions through a web browser to access information (e.g. name, telephone number, email-address, and room number). As the functionality of the application is increased, this interface will also provide additional features, such as access request submission/approval and self-service updates. Access to Web Portal by NATO Staff users is provided using HTTPS.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.0% Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| NEDS provides value to customers through the sharing of identity information across multiple identity stores, improving data quality and reducing the administrative burden for connected systems. This ensures a coherent set of identity data from authoritative sources, while increasing the security posture of the NATO Enterprise.
| |
| | INF007 | Infrastructure Storage Service | Infrastructure Services | 25/07/2024 15:44 | Service Flavours: The Service is available as a single flavour.
| Available on: NATO Unclassified NATO Restricted NATO Secret Mission Secret Public Internet Access (PIA) Gateway
| TBC | | Customer Facing | | | Enterprise Access Services | Other Services | | C2 | | - INF001 LAN Service
- INF004 Infrastructure Virtualization Service
- INF005 Infrastructure Integration Service
| EAS04 - Infrastructure as a Service | C4ISR Enabling Services | The service rate for this service is included under the service rate of INF004 Infrastructure Virtualization Service. No separate charges apply for this service specifically.
The unit of measure for INF004 is infrastructure unit (composed of Infrastructure Virtualization, Infrastructure Storage , Infrastructure Backup and Infrastructure Integration Services). The rate included in the INF004 service rate is for an average sized infrastructure unit (4 vCPU, 20GB vMemory and 850GB vStorage).
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place. | Service ID | Service Name | Service Flavour/Option | Service Unit | Service Rate 9.1
O&M only
(EUR) | | INF007 | Infrastructure Storage Service | | 1 | Under INF004 Pricing |
| The Infrastructure Storage Service is a flexible, scalable, efficient and secure Infrastructure as a Service (IaaS) offering to store virtual machines and file shares (only on conventional storage devices) running on NCIA's Enterprise on-prem and private cloud infrastructure. The Infrastructure Storage Service is provided through three main different storage types: block, backup, and object in order to best meeting business requirements to host virtual machines (VMs); shared-file systems like CIFS or NFS; backup data; long-time retention backups on conventional storage devices. These storage devices in the scope of this service description are only limited with conventional storage devices (or purpose-built storage hardware) along with its custom-made operating systems. None of end-user storage devices included internal and external hard drives, flash memory-like devices are provided by this service. | | Service Features: The Infrastructure Storage Service is comprised of the following features: • Enterprise-class , high performance, highly available, redundant conventional storage infrastructure with optional long-term retention storage if/when requested by the Customers. • Provisioning Logical Unit Numbers (LUNs) for Infrastructure Virtualization Service (INF004). • Provisioning NFS and CIFS file shares (Access rights are managed by IKM officers and/or data owners). • Enterprise storage & backup hardware and software procurement. • Generally configured for high availability and dynamic resource allocation. • Redundant SAN architecture via Dual-Fabric design. Note: The Infrastructure Storage Services is provided through different data center levels in NCIA; Data Centers (DC), Enhanced Nodes (EN), Standard Nodes (SN), and Remote Nodes (RN) which depends on geographic location, network classification and capacity requirements. Not all features mentioned above are available in the four datacentre levels so during the requirements gathering the agency and customers shall mutually agree on the required features and hence the datacenter level is selected
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Service lifecycle for storage devices: The criteria for obsolesce for devices is defined by NCIA's 10 year Lifecycle Plan. According to this plan, life expectancy for storage devices is '7' Years unless the device is defined by the following criteria in order of urgency: - End of Service (EOS) devices
- Failed of failing devices
- Reported Missed SLAs as a result of failing devices
- End of Life (EOL) devices
Standard Service Support Levels: Service Availability Target: 99% N.B. Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA. Service Reporting: Incident management report base on ITSM tickets and trend analysis. Change management and ASI report based on ITSM tickets. Additional service reporting requirements can be requested through the respective SLAs which are subject to NCIA's cost and feasibility assessment.
| Infrastructure Storage Service provides value to customers and other (customer facing) services by storing virtual machines, virtual machine backups on-premises and private cloud storages efficiently.
| |
| | INF008 | DCIS - DragonFly Service | Infrastructure Services | 15/07/2022 10:04 | | | | | Customer Facing | | | Enterprise Access Services | | | C2 | | | EAS22 - CP149 IFB1 (Dragon Fly) Service | | The Service has been consolidated under the INF035 DCIS - Deployable Nodes Service. | The Service has been consolidated under the INF035 DCIS - Deployable Nodes Service. | | | Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | | | |
| | INF012 | SATCOM Service | Infrastructure Services | 25/07/2024 15:45 | Service Flavours: Individual deployment: Small, commercial handheld and portable voice and low-speed data communications Individual operational deployment: hand-held, vehicle and ship-mounted UHF systems providing secure, narrow-band voice and data. (Please note that the TACSAT UHF devices are separately captured under the INF040 UHF TACSAT Radio Services) Wideband deployment: transportable systems providing voice, video and data to deployed formations, complete with intra-theatre and backhaul SATCOM networks using X- or Ku-band satellites Wideband secure deployment: transportable systems providing voice, video and data to deployed formations, complete with intra-theatre and backhaul SATCOM networks using anti-jam modems and hardened X-band satellites Additionally the table below provides infrastructure or support options available under each flavour, which cater to a variety of deployment requirements. | Service Flavour | Options under the Flavour | Description | in units | Support level available | Individual deployment | Inmarsat | Small, highly portable secure and insecure voice and data communications for initial deployments | | 2nd, 3rd line | | | Iridium | Handheld telephone-type communications | | 2nd, 3rd line | Individual operational deployment | NUCC controller maintenance | This is the hub of the TACSAT system, providing DAMA and IW capabilities to improve bandwidth efficiency | | 2nd, 3rd line | | Wideband Secure deployment | X-band anchoring | 4 sites with 10 antennas to anchor all of NATO's broadband satellite communications, including anti-jam. Includes EMP assets | 332MHz SAL-2 and 84MHz SAL-3 | SAA production, 3rd line | | | DCIS TSGT support | 3rd-line maintenance, repair and upgrade management | As requested | 3rd line | | | DCIS DSGT support | 3rd-line maintenance, repair and upgrade management | As requested | 3rd line | | Wideband deployment | SkyWAN operation and maintenance | Hub and spoke VSAT system, provided as VNC by LUX, currently used for NC2 | 2MHz, 8 terminals | 2nd, 3rd line | | | Melusina 2 administration | Administration of the LUX Ku-band VNC contribution | 42MHz | 3rd line | | | DCIS TSGT support | 3rd-line maintenance, repair and upgrade management | As requested | 3rd line | | | DCIS DSGT support | 3rd-line maintenance, repair and upgrade management | As requested | 3rd line
|
| NATO Unclassified
NATO Restricted
NATO Secret
Mission Secret
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A0032 | NATO SGS/SGT SAC Operator Maintainer | | A0601 | SATCOM Basic (048) | | A4000 | CCT200 SATCOM Terminal NATO Mission Iraq (NMI) Operator
|
| | EAS11 - SATCOM | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | INF012 | SATCOM
Service | | 1 | 26,053,520 |
| The SATCOM Service provides bandwidth to remote customers unable to be supplied by terrestrial infrastructure. The SATCOM infrastructure provides state-of-the-art communications supporting deployed operations anywhere within NATO’s area of responsibility. It does this with its own ground equipment and control systems, operating with satellite capacity leased from the national governments of Great Britain, France, Italy and the United States. | | Service Features: - Redundant anchoring using dispersed locations: provides greater resilience and availability, plus space diversity.
- Dynamic bandwidth allocation using global QoS to set priorities. Links are transparent to NGCS network.
- Hardened satellites at X-band: increased ability to work in a hostile electromagnetic environment.
- Beam-nulling and beam-steering satellite antennas at X-band: increased ability to work in a hostile electromagnetic environment.
- Anti-jam modems: increased ability to work in a hostile electromagnetic environment.
- Voice and data services: Links are transparent to NGCS.
- Inherently secure communications through the use of closed networks and the ability to integrate with VPN, COMSEC and TRANSSEC services. Increases security and integrity of information.
- One-stop-shop for all satellite queries and issues: NATO's centre of excellence for all SATCOM matters.
- Fully managed communications suite from an organization that understands the needs of the military. Centralised management ensures continuity, efficiency and full systems visibility.
- Anchor station manning: minimum one person on shift at all times to ensure timely response to faults, events and changing situations.
- Ability to react quickly to new requirements and changing circumstances: SATCOM is set up to process requirements within the SLA agreed with ACO.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary. Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time). Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: | | Availability Target | Service Restoration Period | | During Support hours | 99.9 % | 1 hour | | Outside Support hours | 99.5 % | 4 hours |
N.B. Where the service is deemed unavailable the service restoration period for a critical incident (i.e. P0/P1) is shown in the Service Restoration Period table above. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The Service provides the following value and benefits: - Location: SATCOM services allow the customer to extend their communications networks to anywhere within NATO's area of responsibility.
- Scale: The service is scalable to support a variety of different deployments in both size and complexity, ranging from one telephone circuit to a complete intra-theatre hub and spokes and backhaul to the static HQ.
- High redundancy: The static SATCOM infrastructure has significant redundancy and a low probability of failure.
- High Availability and Security: SATCOM uses a variety of methods to ensure that communications in a hostile electronic environment maintains a high level of availability and security. These methods include:
- Frequency hopping modems
- Hardened satellites
- Beam-nulling satellite antennas
- Beam-steering satellite antennas
| |
| | INF013 | Very Low Frequency (VLF) Broadcast Service | Infrastructure Services | 25/07/2024 15:46 | Service Flavours: The Service is available as a single flavour, with the following options: - Complete end to end provision of VLF services (i.e. MHS to end user) or
- Individual or a mixture of the features listed.
| Available on: Misson Secret
NATO Unclassified
| | | Customer Facing | | | Enterprise Access Services | | | | | | EAS19 - NATO VLF MSK | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | INF013 | Very
Low Frequency (VLF) Broadcast Service | | 1 | 5,000,683 |
| Very Low Frequency (VLF) Broadcast services provide Submarine Operating Authorities (SUBOPAUTH’s) with robust, secure and timely message delivery within the NATO Area of Responsibility in order to ensure effective Command and Control of sub-surface forces.
| | Service Features:
- Broadcast Control Authority (BCA)
- Provides broadcast traffic at Mission Secret
- System Management
- Hardware and Software solutions
- Interfaces with crypto for secure communications
- Interfaces with Message Handling Systems (MHS)
- Broadcast Control Station (BCS)
- Live connectivity picture
- Broadcast Traffic Table management
- Connection to NATO provided Broadcast Radiating Station (BRS) via the VLF network or to national transmitters via external lines.
- Fully Redundant
- Swap and replace solution
- Facility to pass remote OTAM between sites
- Group CHAT facility
- Minimum operator involvement
- Broadcast Radiating Station (BRS)
- Passes broadcast traffic to national transmitters
- Utilises same hardware and software as BCS
- Fully Redundant
- Swap and replace solution
- Minimum operator involvement
- NATO VLF WAN
- NCI Agency managed dedicated IP network for VLF BCS
- Broadcast Support Site (BSS)
- Provides test bed for system changes
- Training facility
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: | | Availability Target | Service Restoration Period | | During Support hours | 99.9 % | 1 hour | | Outside Support hours | 99.5 % | 4 hours |
N.B. Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is shown in the Service Restoration Period table above. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| VLF is the primary means of communicating with submarines. The NCI Agency managed VLF network is a key enabler for connecting shore SUBOPAUTH’s to VLF Broadcast Radiating Stations for subsequent message delivery to submarines. The service additionally includes Broadcast Control Station (BCS) equipment which provides a live picture of the network status including; site status, keystream delivery and clear indication of system issues. Coupled with the ability to pass remote Over the Air Monitoring to a distance site and connection to external networks, this makes the BCS system extremely flexible for conducting submarine operations across NATO.
| |
| | INF016 | Infrastructure Backup Service | Infrastructure Services | 25/07/2024 15:48 | The Service is available as a single flavour. | Available on: NATO Unclassified
NATO Restricted
NATO Secret
Mission Secret
Public Internet Access (PIA) Gateway
| | | Customer Facing | | | Enterprise Access Services | | | | | | EAS04 - Infrastructure as a Service | | The service rate for this service is included under the service rate of INF004 Infrastructure Virtualization Service. No separate charges apply for this service specifically.
The unit of measure for INF004 is infrastructure unit (composed of Infrastructure Virtualization, Infrastructure Storage , Infrastructure Backup and Infrastructure Integration Services). The rate included in the INF004 service rate is for an average sized infrastructure unit (4 vCPU, 20GB vMemory and 850GB vStorage).
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | INF016 | Infrastructure
Backup Service | | 1 | Under INF004 Pricing |
| The Infrastructure Backup Service is an underlying technical service that backs-up and restores (B&R) virtual machines (VMs) and server hosted files. This functionality offers automated and fully managed backup storage tenancy to customers (so that they can restore their data to active and inactive backup targets in case of technical or human caused failures, excluding disastrous events). This service provides the means to effectively manage backup data retention, long-term access and retrieval.
The service also delivers the functionality to restore data from previous copies in order to minimise the risk and impact of data loss caused by failures, human errors or data corruption. Retention period is specific to the different services and thus dependent on their specificities in terms of back-up requirements. The backup strategy for Customer Facing Services including retention time, backup type (full, differential), frequency/schedule (for transaction log backups), recovery model, restore time objective (RTO),recovery point objective (RPO) and other requirements can only be defined after in-depth coordination with the Customer regarding recovery objectives, acceptable risk, mission critical core services.
| | - Fully managed and automated data protection.
- Fully secured data access.
- In place or alternate location data restore capabilities.
- Flexible backup strategies.
- Crash-consistent backups.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: Service Availability Target: 99.0% Availability Service Restoration: The Infrastructure Backup Service can restore VMs fully or partially. Restoring the entire service after a data restore is not in the scope of the Infrastructure Backup service. A yearly overview will be established for Customer facing services, focussing first on the top priority Functional (Application) Services identified in the ABIPAT table and where applicable indicating: - Expected restoration times;
- Backup data retention scheme;
- Maximum data loss.
Data restoration: The time needed to restore data from backups varies based on the amount of data, location and available network throughput.
Data retention: By default, the data retention period is one month. However, upon request and coordination with the data owner, backup copies can be kept for a longer period.
N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The Infrastructure Backup Service: - Enables the storage of multiple copies of data.
- Improves the ability to recover lost or corrupted data.
- Reduces the risk of losing critical data.
- Can facilitate data recovery from backups as required in the scope business continuity.
| |
| | APP001 | Approved Commercial-off-the-shelf Products Procurement Service | Application Services | 13/04/2023 08:45 | | | | | Customer Facing | | | Enterprise Access Services | | | | | | | | Please note that this service offering is for the provisioning of Commercial-off-the-shelf (COTS) software licenses and software support renewals. The products requested must be in the pool of the NCI Agency Approved Fielded Products List* (AFPL). The costs for these products under this service are solely for the license procurement and/or annual software support renewal costs of the software license requested. It does not include any manpower support to package/install/maintain the application. *If the product is not in AFPL, customers can choose to submit a separate CRF (Customer Request Form) in order to request the addition of this application to AFPL. The Agency applies a series of AFPL testing procedures before it can confirm that the application can be added to AFPL or not, thus separate costs apply to such requests and are not considered within the scope of APP001.
| Please note that this service offering is for the provisioning of Commercial-off-the-shelf (COTS) software licenses and software support renewals. The products requested must be in the pool of the NCI Agency Approved Fielded Products List* (AFPL). The costs for these products under this service are solely for the license procurement and/or annual software support renewal costs of the software license requested. It does not include any manpower support to package/install/maintain the application. *If the product is not in AFPL, customers can choose to submit a separate CRF (Customer Request Form) in order to request the addition of this application to AFPL. The Agency applies a series of AFPL testing procedures before it can confirm that the application can be added to AFPL or not, thus separate costs apply to such requests and are not considered within the scope of APP001. | | | Available | | | | | | |
| | APP022 | NCOP Application Service | Application Services | 26/07/2024 08:50 | Service Flavours: The service is available with the following flavours: APP022 Centralised APP022 Federated: This service flavour provides federation support to NFS and Nations for authorization, configuration and troubleshooting of their connections to an NCOP Service Delivery Point (identified as centralized NCS CoI servers).
This flavour also encompasses Application changes triggered by federation requests and compensation for capacity increase required by the increasing demand on corresponding centralized infrastructure. This service flavour ensures initialization and continuity of the COI interconnections between Nations & NFS with NCS. Troubleshooting beyond NATO Interconnection Point on the national or NFS side is not included in this service flavour. The service flavour offers: - Management of technical connectivity to centralized NCS COI servers given the requester has authorization from SHAPE and the corresponding NCS party
- Troubleshooting on configuration of the connection to centralized NCS COI servers
- Application service delivery monitoring & corrective actions
- Application changes triggered by this federation request
- Compensation for capacity increase as per the increasing demand on corresponding NCS CoI servers
SME007 service is recommended to complement this flavour, would the Customer have connectivity in B2B mode. This is recommended for support beyond NIP.
| Available on: All NATO and National networks Federated flavour: NATO Secret
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A9046 | NATO Common Operational Picture (NCOP) User | | A9047 | NATO Common Operational Picture (NCOP) COP | | A9048 | NATO Common Operational Picture (NCOP) Combined User and COP | | A9049 | NATO Common Operational Picture (NCOP) FAS Administrator | | A9050 | NATO Common Operational Picture (NCOP) System Administrator | | A9051 | NATO Common Operational Picture (NCOP) Combined COP Manager and FAS Administrator | | A9053 | NATO Common Operational Picture (NCOP) Train the Trainer Operational User |
| Service prerequisites: Infrastructure compatible with the requirements of the NCOP application as described in the Release documentation. For the Federated flavour: Network connectivity for NIP interconnection with NATO centralized network (NS).
| SCOI14 - Situational Awareness Service | | Service Cost / Price: The unit of measure for the Service is 1 for the centralised flavour. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. For the Federated flavour the unit of measure for the Service is per connection.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | APP022
| NCOP
Application Service | APP022 Centralised | 1 | 3,448,488 | | APP022F* Federated | Connection
| 44,082
|
* Service available only to External NCI Agency Customers | The NCOP (NATO Common Operational Picture) application provides operational user with a common view of the battle space. NCOP is interoperable with a large set of NATO and National Systems, collating and harmonizing authoritative information into Common Operational Pictures (COP) tailored for a mission or an area of interest, thus enabling a timely execution of operational users' processes (Battlespace Management, Logistics, Targeting, MEDEVAC, etc). Furthermore, the NCOP Application Service also contributes to the Ballistic Missile Defense capability through integration of specific functions and interfaces for BMD.
| | Service Features: - Access to NATO Common Operational Picture application and related resources through the NCI Agency DML (under license agreement) and to technical and functional Knowledge base for self-support (requires access to the Agency managed Operational Network)
- Service Delivery Point (SDP) activation provides on-site installation of one NCOP instance and connection to all compatible and pre-configured local sources at time of installation. Includes training of up to 3 COP managers (see NCI Academy ref. A9047 for details) and access for users through the Activation of Service Access Point feature (1 unit is included) for a maximum of 3 SAP for the same SDP.
- SDP Remote Support provides centralised assistance and advice to local Support Engineers who maintain the NCOP SDP and includes up to one on-site upgrade in line with the approved baseline. By default, includes 12 tickets with a maximum response time of 5 business days. No remote administrator access required.
- SDP Management includes “SD Remote Support" and complements with a local footprint for technical support. Remote administrator access required.
- Service Access Point (SAP) activation provides configuration of on-site user access to an existing NCOP SDP for up to 24 users to consume a shared COP. It includes combined training from COP User through to COP Contributor for up to 24 users (see NCI Academy ref. A9054 for details), as well as knowledge transfer for 2 Support Engineers to act as first responder for Incidents and Service Requests and interface with the Agency Support.
- SAP Remote Support provides centralised assistance and advice to resolve incidents and/or address service requests via NATO/NCIA ITSM ticketing system to log, categorize and escalate if applicable. By default, includes 12 tickets per SAP. No remote power-user access required.
- SAP Management includes “SAP Remote Support" and complement with a local footprint for Functional/technical advice as well as technical liaison with the SDP management and assistance in recording and handling incidents and/or service requests via NATO/NCIA ITSM ticketing system. Remote power-user access required.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service support levels: Service Availability Target: 99.5% Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours.
| The NCOP Application Service offers a wide range of support to entities
willing to make permanent or temporary use of NCOP in their static and/or
deployed environment. The proposed services ranges from the implementation of
an NCOP instance through to corrective maintenance, including training and
mentoring of operational and support personnel, as well as centralised
resources and support for handling service degradation or interruption.
| |
| | APP002 | Shared Early Warning (SEW) Application Service | Application Services | 26/07/2024 08:40 | Service Flavours: The service is available as 2 flavours: APP002 Centralised Capability APP002F Federated Service: This service flavour provides federation support to NFS and Nations for authorization, configuration and troubleshooting of their connections to an SEW Service Delivery Point (identified as centralized NCS CoI servers).
This flavour also encompasses Application changes triggered by federation requests and compensation for capacity increase required by the increasing demand on corresponding centralized infrastructure. This service flavour ensures initialization and continuity of the COI interconnections between Nations & NFS with NCS. Troubleshooting beyond NATO Interconnection Point on the national or NFS side is not included in this service flavour. The service flavour includes: - Management of technical connectivity to centralized NCS COI servers given the requester has authorization from SHAPE and the corresponding NCS party
- Troubleshooting on configuration of the connection to centralized NCS COI servers
- Application service delivery monitoring & corrective actions
- Application changes triggered by this federation request
- Compensation for capacity increase as per the increasing demand on corresponding NCS CoI servers
SME007 service is recommended to complement this service flavour, would the Customer have connectivity in B2B mode. This is recommended for support beyond NIP.
| | | | Customer Facing | | | Enterprise Access Services | | | | | WPS001 Managed Device Service For APP002F flavour: Network connectivity for NIP interconnection with NATO centralized network (NS)
| SCOI11 - Missile Defence C2 Service | | Service Cost / Price: The unit of measure for the Centralised flavour of the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. For the Federated flavour the unit of measure for the Service is per connection.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | APP002
| Shared
Early Warning (SEW) Application Service | APP002 | 1 | 468,073 | | APP002F* Federated | Connection | 13,126
|
* Service available only to External NCI Agency Customers
| The Shared Early Warning (SEW) Application Service provides the user
with NATO’s 24/7 early warning capability to disseminate Tactical Ballistic
Missile (TBM), provided by US national capabilities, to NCS HQs, NATO HQ and
political representatives in NATO nations. | | The SEW Application Service provides visual and audio alerts when each
ballistic missile launch is reported. Also,
the SEW application service visualizes the reported launch and predicted impact
points on map displays. Past missile
launches can be reviewed, including key data on threat characteristics. | Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The SEW Application Service provides standardised NATO warning and
situational awareness of ballistic missile threat launches to support situation
awareness, high-level political and military consultation and decision making. | |
| | APP007 | Tools for Operations Planning Functional Services (TOPFAS) Application Service | Application Services | 26/07/2024 08:41 | Service Flavours: TOPFAS Application Service can be fully customised and provided with different components enabled/disabled. Some applications (e.g. OCC) can be used independently. | NATO Secret, Mission Secret If you require availability of any other security domain please raise this as a New Service Request.
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A0264 | TOPFAS System Administrator | | A0265 | TOPFAS OPT for User | | A0266 | TOPFAS SAT for User | | A0267 | TOPFAS CAT for User | | A0285 | TOPFAS OPT Train the Trainer | | A0286 | TOPFAS SAT Train the Trainer | | A0287 | TOPFAS CAT Train the Trainer | | A0288 | TOPFAS for Advanced User-Functional Manager | | A9067 | eFGMT Functional Manager | | A9068 | eFGMT Practitioner
|
| WPS001 – Managed Device Service
APP055 - Core GIS Geospatial Services
| SCOI09 - C2 Planning Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP007 | TOPFAS
Application Service | | 1 | 3,664,867 |
| TOPFAS (Tools for Operations Planning Functional Services) Application Service provides the user with integrated collaboration planning and decision support capabilities. This service is comprised of multiple modules that support Systems Analysis, Operational Planning, Order of Battle (ORBAT) management and Assessment of Operational Campaigns. This service also offers complete support for the NATO Force Generation Management process and Readiness Reporting as well as non-Intel Request For Information (RFI) Management. | | The TOPFAS Application Service is comprised of the following applications: - TOPFAS Systems Analysis Tool (SAT) – Supports systems analysis of the engagement space for holistic situational awareness and understanding.
- TOPFAS Operations Planning Tool (OPT) – Campaign planning tool that supports the development and synchronization of strategic options, operational and tactical courses of action
- TOPFAS Campaign Assessment Tool (CAT) – Supports measuring progress towards the planned campaign end-state.
- TOPFAS ORBAT Management Tool (OMT) – Supports building and viewing order of battle (ORBAT) information and allows for management of national and NATO Response Force (NNRF) ORBATs.
- TOPFAS Web Portal and Applications (TWP) – Provides TOPFAS information content to be shared with wider communities of interest through an internet portal as well as dedicated applications for Wiki, RFI, Videos, etc.
- TOPFAS NATO Crisis Response System (NCRS) Applications – Web based tool – Supports the formal declaration and approval processes of Crises Responses Measures by SHAPE and Nations.
- TOPFAS enhanced Force Generation Management Tool (eFGMT) – Web based tool – Supports the complete NATO Force Generation cycle with nations
- TOPFAS Readiness Reporting Tool (RRT) – Web based tool – Supports the evaluation readiness of the NATO Response Forces or coalition forces
- TOPFAS Operational Capability Concept (OCC) Evaluation and Feedback (E&F) Tool – Supports partner efforts to develop forces that are fully interoperable and capable of operating with NATO
In addition, these services include the delivery and maintenance of support applications and portals: - TOPFAS User Management Tool (UMT) – Allows TOPFAS functional managers to manage user access and roles
- TOPFAS Data Management Tool (DMT) – Allows TOPFAS reference data and configuration management
- TOPFAS Support Portal – Information SharePoint portal;
- TOPFAS Help Centre - Online help, Computer Based Training and support portal.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service support levels: Service Availability Target: 99.5% Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| TOPFAS Application Service offers the user (through the suite of available modules) a distributed, multi-level and a collaborative environment that benefits standardization, productivity and quality to operational planning processes. TOPFAS offers a unique combination of desktop applications, web applications and portal to provide dedicated tools and information dissemination to each community of interest. Furthermore, the TOPFAS Application Service also contributes to the Ballistic Missile Defence capability through integration of specific functions and interfaces for BMD, in particular with AirC2IS.
| |
| | APP010 | NIRIS Application Service | Application Services | 26/07/2024 08:42 | Service Flavours: The service is available as a single flavour. | NATO Unclassified NATO Secret Mission Secret Availability on any other security domain is TBC upon a New Service Request.
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | Available NCI Academy Training not covered by service cost: | A1012 | NIRIS SYSTEM ADMINISTRATOR | | A1028 | NIRIS SYSTEM ADMINISTRATOR UPDATE (NIR-UP)
|
| Service Dependencies:
SEC011: Security Certificate Service
| SCOI16 - C2 Interoperability Test and Assessment (IOTA) Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP010 | NIRIS
Application Service | |
| Please refer to the AMD2 PoW for the common funded cost for this service |
| The NIRIS (Networked Interoperable Real-Time Information Service) Application Service provides situational information in support of automated (Air) C2 and information systems as well as BMD System of Systems within NATO. The NIRIS Application Service does this through the enablement of data collection, dissemination and transformation to information in an interoperable manner, based upon NATO and Commercial standards. | | The NIRIS Application Service features the ability for data collection, dissemination and transformation of data in an interoperable manner based on NATO and commercial standards. Furthermore, it provides services to perform data format conversions, recording/replay and track augmentation. Management of NIRIS is offered by a modern, web-based user interface offering full, role-based access to the various capabilities. A key feature is the versatility of its interoperability while maintaining focus on standard's compliance.. The main supported interfaces for data collection and exchange are: - Link1 (STANAG 5501) – Air Picture
- Link 11B (STANAG 5511) – Maritime, Air Picture
- Link 16 (STANAG 5516) – Air, Ground, Maritime, BMD Picture
- JREAP (STANAG 5518) – Transport for Link 16
- VMF (STANAG 5519) – Ground Picture
- Link 22 (STANAG 5522) – Maritime, Air Picture
- OTH-Gold – Maritime, Ground, Air Picture
- NFFI (“D" Doc) – Friendly Force Tracking (Ground) Picture
- FFI-MTF-XML (STANAG 5527) – Friendly Force Tracking (Ground) Picture
- SIMPLE (STANAG 5602) – Transport for Link 11, Link 16, Link 22, DIS (for IO testing)
- ITV and VATS – Civilian Convoys
- Automatic Identification System (AIS) – Civilian Maritime Picture
- Eurocontrol ASTERIX (including ADSB) – Civilian Air Picture and Air Traffic Control
The collection and exchange is utilizing standard protocols where available (both IP and serial). The NIRIS Application Service offers full hub capabilities for e.g. Link16/JREAP, SIMPLE and FFT, including extensive filtering options. The main supported interfaces for data and information consumers are: - Trackstore integration (via API) – Provision of (near) real-time BSO information
- NVG (NATO Vector Graphics) – BSO overlays via web-services
- RESTful Track Service (JSON) – Provision of near real-time BSO information
- KML (Keyhole Mark-up Language) – BSO overlays via web-services
- SIP3 – Friendly Force Tracking information via web-service interface (NFFI, FFI)
- WSMP (Web Service Messaging Protocol)
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The NIRIS Application Service is integral for communities of interest within Air, Land, Maritime, Joint, Logistic and Intelligence domains. The NIRIS Application Service acts as a middle layer between data producers and information consumers (e.g. ICC, AirC2IS, iGeoSIT and NCOP) making information collected from multiple sources available to decision makers (as services) as Battle Space Objects (BSO). The key values of NIRIS are: - Provision of (near) real-time situational awareness for operations.
- Wide range of supported interfaces for data collection and exchange strongly supporting interoperability.
- Harmonised view via BSO's on the collected data with access to in-depth detail to support decision makers.
- Allows integration via several standardised interfaces with other NATO and National systems.
| |
| | APP011 | OANT Application Service | Application Services | 26/07/2024 08:42 | Service Flavours: OANT SWING – a thick client application run on a workstation OANT WEB – designed to be deployed in a distributed environment OANT Web flavour is required in order to be able to provide data to the SMACQ Application Service for further analysis of data connectivity, timeliness and quality, to provide an aggregated and historical view on these measurements collected from various sources. SMACQ and OANT together form the C2 IOTA (C2 data Interoperability & Traffic Assessment) Services Suite.
| NATO Unclassified NATO Secret
Mission Secret
The Service may be available on other networks upon a New Service Request.
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A1012 | NIRIS SYSTEM ADMINISTRATOR |
| WPS001 – Managed Device Service | SCOI16 - C2 Interoperability Test and Assessment (IOTA) Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP011 | OANT
Application Service | | 1 | 291,888 |
| The OANT (Online Analyser for Networked Tactical-Data) Application Service provides the user with a quick and easy way to analyse C4ISR data flowing on operational, test and/or exercise networks. OANT Application Service provides compliancy reports to agreed NATO Standards, plus providing Revision, Extract and Report capabilities on the logical connectivity of the data flows. Furthermore the provision of capability in the checking of data quality. The OANT Application Service provides a both a thick client (OANT SWING) and a web-based net-enabled service (OANT WEB) interface for data monitoring, analysis and reporting, supporting various operational data exchange formats and protocols, such as: JREAP, GMTI, Link 16, Link 11, Link 1, NFFI, FFI, DIS and OTH-G.
| | The OANT Application service is comprised of the following features: - Enablement of one-to-one mapping between Standard Specifications and the way OANT interprets messages, words and fields
- Interpretation of received messages from bits and bytes into human readable information
- Assessments of received message contents against applicable standards leveraging on XML generated metadata and data specifications captured in-line with the STANAG/Standards Transformation Framework (STF) Design Rules (NISP, 2014)
- Collection and reporting of statistics on received data (including but not limited to breakdown per payload format, message originator, message label and encountered error type)
- Provision of further insight in to derived message information (e.g. track information)
- Interface for data monitoring, analysis and reporting, supporting various operational data exchange formats and protocols, such as JREAP, GMTI, Link 16, Link 11, Link 1, Link 22, VMF, SIMPLE, NFFI, FFI, DIS and OTH-G.
In addition, the OANT-WEB service flavour offers the following features: provision of analysis and verification of a data forwarding process; comparing both the input the stream and the forwarded data stream; and providing an assessment of whether the forwarding occurred in accordance with the applicable data forwarding standard.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The OANT Application Service provides its users with the following number of key benefits: - NATO Standardization and Standards V&V bodies: test and verify quality and improve content of STANAGs for completeness, correctness, ambiguities and vagueness.
- War fighters (J3 and J6): up-to-date web access to shared assessments and improved situational awareness of data flows, connectivity and exchanged data quality, increasing trust in the information used to support decision making.
- OPS and interoperability event network, service management and control and analysis groups: smarter, improved and shared means of monitoring connectivity and data quality, to identify, understand and troubleshoot data and interoperability issues in a timely manner.
- System/Service developers: cost and time-savings with improved insight into STANAG compliancy and data content of exchanged messages to support self-analysis and continuous “pretesting" in order to foster out-of-the-box plug-and-play interoperability.
| |
| | APP012 | SMACQ Application Service | Application Services | 26/07/2024 08:43 | Service Flavours: The SMACQ Application Service can be offered as a single stand-alone decentralized application service or as a centralized hosted service. - A centralized hosted SMACQ service can provide insight into an enterprise-level operational network, such as NATO Static Command, to monitor and assess data flows.
- A separate SMACQ application service may provide run-time support during missions and exercises or in a federated-environment, providing localized assessment of those networks, as needed.
| NATO Secret
Mission Domain
PAN The Service may be available on other security domains upon a New Service Request.
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | Available NCI Academy Training not covered by service cost: | A1012 | NIRIS SYSTEM ADMINISTRATOR
|
| WPS001 – Managed Device Service | SCOI16 - C2 Interoperability Test and Assessment (IOTA) Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP012 | SMACQ
Application Service | | 1 | 291,743 |
| The SMACQ (Service to Monitor and Assess Connectivity and Quality) Application Service provides the user with capability to monitor data exchange of operational information dissemination networks to assess and report on its logical connectivity and quality based on Standards. SMACQ leverages and combines information obtained from OANT (APP011) and/or NIRIS (APP010 Application Services, to provide further analysis of data quality KPIs, such as connectivity, timeliness, activity and compliancy, insights on historical trends and changes of these KPIs via statistical reports and an overall aggregated graphical view via simple traffic colour-coded indicators. | | According to the Bi-SC Operational Requirements for the NATO Common Operational Picture (COP), if the source quality of information data is available, then this shall be accessible to COP users. SMACQ Application Service provides the following three enhancements to the NATO Common Operational Picture (COP) and Recognized Pictures (RPs) through a toggle-able geo-graphical overlay to the COP/RPs accessible via standardized interfaces (e.g. NVG, KML): - Source Quality – SMACQ provides knowledge about the source quality, based on Standards-compliance, and potential degradation of the quality for various data flows. For example, the quality of tracks and/or messages generated by a source could be indicated by traffic-light colour-coded dots overlaid on the reported tracks and sources.
- Source Activity – SMACQ provides knowledge about the source activity and how much time had elapsed since that source reported on particular tracks. This is indicated by traffic-light colour-coded lines linking the reported tracks to the sources.
- Source Connectivity – from analysing the data flows from multiple points, the information about a source's logical connectivity, from source to consumer(s), can be inferred and/or extracted, and this information made available to the COP. The source connectivity per source are provided as lines connecting the monitored points from source to consumer(s).
Data Timeliness – by analysing the data flow activity at each monitored point, the information about data timeliness is also made available to the COP. The data timeliness per connection are indicated by traffic-light colour-coded lines connecting each of the monitored points from source to consumer(s).
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| SMACQ Application Service offers the following key benefits for a wide range of users including but not limited to following: - Commanders, as SMACQ is monitoring and reporting on the full data flow quality, it provides Decision-makers with an enhanced situational awareness and higher increase in the trust on the data they are using to make more effective decisions.
- War fighters (J3 and J6), usually having an isolated, localized view of their data flows, but typically unaware of flows of external data sources, are now able to share a common picture of the data quality, logical connectivity and timeliness of the operational data flow among the battlespace capabilities. SMACQ provides access to simple traffic colour-coded indicators on the systems and services they use, via toggle-able geographical overlays, to improve their situational awareness and trust in the data they are sharing and receiving, so they can be more assured in how they use that data.
- OPS Service Management and Control, SMACQ provides up-to-date web access to the same shared common picture that the war fighters are seeing, with more detailed assessments of the data and connectivity quality indicators, enabling smarter, improved and shared means of monitoring, reporting on connectivity and data quality from source to consumer, to identify, understand and troubleshoot issues in a timely manner.
| |
| | PLT002 | Combined Federated Battle Laboratory Network (CFBLNet) Service for NATO Organisations | Platform Services | 25/07/2024 16:10 | Service Flavours: - PLT002-1: CFBLNet for NATO organizations only – BASE
- PLT002-2: CFBLNet for NATO organizations only – Extra NKIT
- During initiatives
- Outside initiatives
| Features | Flavour 1 | | | NATO Organisations Subscribers | | Core Access Points | | | NATO Access points | ● | | Network Services | ● | | Service Desk | ● | | Coordination with Nations | ● | | Representation for sponsored nations | | | Coordination for NATO | ● | | Initiative / CIIP support | ● | | Limited email | ● | | Chat in standing enclaves | ● | | Initiative Web Services | ● | | VOIP | ● | | VTC in standing enclaves | ● | | SharePoint in standing enclaves | ● | | Data Diodes | ● | | Anti-virus / WSUS | ● | | Simulation of CFBLNet (opt) | ● | | Flow audit in standing enclaves | ● | | Full local access node provisioning and operation | ● | | Additional access bandwidth | ●
|
| CFBLNet NS NS (REL) NR (REL) NU NU (REL) for various NATO and Coalition communities
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | | NATO Organisational subscribers: Link between NATO Organisational CFBLNet Access Node and NATO CFBLNet PoP infrastructure through NGCS/LTX. (Alternative if NCGS is not possible: leased line, satcom, alternative linkage). The European and NATO CFBLNet NOC/PoP has link termination points at an Amsterdam (commercial DC), NATO HQ (NGCS/LTX), NCIA Mons (NGCS/LTX) and NCIA The Hague (NGCS/LTX and commercial).
| EAS16 - Test Verification and Validation Collaboration Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery.
Nations and non-NATO organisations which would like to subscribe to “national" CFBLNet services are handled through a CRF and subsequent FFP quotation. PLT002 is not applicable to Nations and non-NATO organisations.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place
| Service ID | Service Name | Service Flavour/Option | Service Unit | Service Rate 9.1
O&M only
(EUR) | PLT002
| CFBLNet | PLT002-1: CFBLNet for NATO organisations only - Base | Per Organization | 70,618 | | PLT002-2: CFBLNet services for NATO organisations only (Extra NKIT) | 9,346 |
| The Combined Federated Battle Laboratories Network is a multinational, research, development, training, trials and assessment infrastructure for C4ISR, based on a multinational IP backbone with managed enclaves on top in support of the initiatives. Infrastructure reuse for multiple multinational and concurrent initiatives is a key element for the CFBLNet mission partners. CFBLNet operates as a true federation; no single nation owns the CFBLNet, where each member is responsible for provisioning and operation of its own sites and systems. CFBLNet fulfils the need for persistent joint multinational and cost effective infrastructure. The capability allows for various partnerships; CCEB, NATO, bilateral and multilateral. CFBLNet was established in 2001 and is continuously improving its services to provide the best and most cost effective federated infrastructure in support of its mission. Currently its scope consists of 38 mission partners: all 30 NATO Nations and Austria, Australia, Finland, New Zealand, Sweden, Switzerland, European Union External Action Service EEAS (EUMS) and the NATO organization. CFBLNet is open through sponsorship to additional partner nations. As a prerequisite, customers are asked for valid security accreditation and related MSAB Site and Initiative National/NATO accreditation endorsement certificates (S-, I- NAEC’s).
| | The Combined Federated Battle Laboratory Network (CFBLNet) Service offers the following features: - Access points (connection to Core up to 50Mbps)
- Network Services (Routing, encryption, switching, DNS, NTP, network management, testing)
- Service Desk (3hrs/month)
- Coordination with Nations
- Coordination for NATO
- Initiative / CIIP support
- Limited email (<20 accounts)
- Chat in standing enclaves (Chat server)
- Web Services for initiatives (Microsoft Web server)
- VOIP (Cisco Voice server)
- VTC in standing enclaves (VTC MCU in RED, Pink and CUE enclaves (Acano/Cisco or other))
- SharePoint in standing enclaves (Sharepoint server)
- Data Diodes ( Low-> High file transfer)
- Anti-virus / WSUS (Antivirus and Windows update servers for automatic updates (AFPL approved and regular versions)
- Simulation of CFBLNet (optional) (simulation of nation/organisational node for testing)
- Flow audit in standing enclaves
- Additional access bandwidth (optional)
| Available | | | | Standard Service Support Levels: Service Availability[1] Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
[1] The minimum “Monthly Uptime Percentage" for a Service is calculated by the following formula: (Available Minutes* - Downtime) / Available Minutes x 100 *Minutes available during agreed reporting period excluding planned maintenance minutes
| CFBLNet provides the Multinational federated coalition network infrastructure of choice to facilitate all potential non-operational activities to support the war fighter. The single CFBLNet network infrastructure with many partners and initiatives, saves cost, increasing their quality, lower their risk and reduce setup time. CFBLNet offers an agile and fully service based non-operational network infrastructure, and operates at up to a Secret releasable accreditation level. CFBLNet provides common framework, well defined processes, security procedures and agreed technical standards.
| |
| | PLT003 | Web Hosting Platform Service | Platform Services | 25/07/2024 16:11 | Service Flavours: - Shared Web Hosting Platform : A web hosting platform shared between different web sites to reduce the cost of underlying backend. Isolation and high availability is to be provided on platform level on premises and off premises (cloud). It is best for standard web sites that do not require high volumes of information, transaction, and when platform level privileges are not required.
- On Premises : It is requested by amount of data size (minimum 10 GB). After the first 10 GB quota, it can be extended with 1 GB increments. High Availability is provided by default, but without disaster recovery. It is best for the web sites publishing sensitive data to NATO Enterprise.
- Off Premises (cloud): It is requested by amount of data size (minimum 10 GB). After the first 10 GB quota, it can be extended with 1 GB increments with reduced rates. High Availability and Disaster Recovery are provided by default. The service rate includes underlying infra and security costs. It is best for the web sites publisihing to public on internet.
- Dedicated Web Hosting Platform: A dedicated web hosting platform on isolated backend is to be provided to customer to make them able to design and manage the web sites on the platform with High Availability and/or Disaster Recovery option on premises. It is best for tailored web site that requires high volumes of information, transaction, or specific administrative privileges on the platform.
- Stand Alone: It is requested by amount of data size (minimum 200 GB). There is no High Availability and Disaster Recovery provided. It is best for the non business critical web sites those not requires high performance and availability
- With HA only: It is requested by amount of data size (minimum 200 GB). There is High Availability implemented, but no Disaster Recovery. It is best for the web sites sensitive to performance and requires high availability.
- With DR only: It is requested by amount of data size (minimum 500 GB). There is Disaster Recovery implemented, but no High Availability. It is best for the web sites that do not require high performance nor high level availability, but require quick recovery in case of loss of the service.
- With HA/DR It is requested by amount of data size (minimum 500 GB). There is Disaster Recovery and High Availability implemented. It is best for the mission/business critical web sites that require high performance, high level availability, as well as quick recovery in case of loss of the service.
| Available on: NATO Unclassified NATO Restricted NATO Secret Mission Secret Public Internet Access (PIA) Gateway (Security classification up to and including NATO Unclassified) Hybrid and Public Cloud (Security classification up to and including NATO Unclassified and NATO Restricted)
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | | PLT005 Active Directory and Federation Service PLT006 Database Platform Services PLT010 Cloud Services Management and Integration Service INF004 Infrastructure Virtualization Service INF016 Infrastructure Backup Service
| EAS03 - Web and Portal Hosting | |
Service cost is calculated based on the data size requirement. Service Unit (SU) is GB. Please see Service Rates document for standard rates applicable to the service
The 2025 Service
Rates v9.1 below are valid for all NCI Agency customers, with
exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) |
PLT003
| Web
Hosting Service
| PLT003-1: Dedicated
Standalone | Per GB | 51 | | PLT003-2: Dedicated with DR | Per GB
| 70
| PLT003-3:Dedicated with HA
| Per GB
| 85 | | PLT003-4: Dedicated with HA and DR | Per GB
| 115 | | PLT003-5: Shared Platform on-Prem | Per GB
| 42 | | PLT003-6-A: Shared Platform Cloud - 10 GB | Per GB
| 1,065
| | PLT003-6-B: Shared Platform Cloud Beyond 10GB+ | Per GB
| 586
|
| Web Hosting Platform Service enables fully managed and scalable hosting platforms (on-premises /off-premises) for web based solutions. The service also provides high availability, and a disaster recovery mode for customers seeking greater performance and reliability. General features of the service include: scalability, security, availability, interoperability and performance monitoring. The service is delivered as shared or dedicated flavours on one of the following supported web hosting platforms: Microsoft Internet Information Services (IIS), Apache, Oracle Web Logic and Microsoft SharePoint as a foundation in an internet/extranet environment.
| | Web Hosting Platform Service has the following features: - Fully managed platform –dedicated or shared- , allows application owners to focus only on their application, and no need to wory about underlying environments;
- Operational support, including performance monitoring and expertise support but not limited to;
- Optional high availability and disaster recovery capabilities ensures availability and resiliency;
- Secure Web Application Services through Access Management (within the available standard options in Microsoft Internet Information Services (IIS), Apache, SharePoint, Web Logic);
- Support for standard web protocols, included but not limited to HTTPS (SSL);
- Three-tier architecture, separating presentation layer, application layer and database;
- Server side frameworks and supported middlewares, among others: Java, .NET, PHP, Ruby,
- NATO required security features and tools.
- Web/application servers: Apache and IIS;
- Provisioning of SharePoint as a foundation platform to support hosting of SharePoint based portals and applications on Intranet and Extranet.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: | | Availability Target | Service Restoration Period | | Shared Web Hosting | | | | On Premises | 99.9% | 8 hours (business) | | Off Premises | 99.9% | 4 hour (wall clock) | | Dedicated Web Hosting | | | | Without HA/DR | 98.0% | 27 hours (business) | | With HA only | 99.9% | 8 hours (wall clock) | | With DR only | 99.0% | 8 hours (business) | | With HA/DR | 99.9% | 4 hour (wall clock) |
N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| Web Hosting Platform Service offers multiple benefits: • Scalability by ensuring availability of resources as the Web-based Application Service requires; • Lower Total Cost of Ownership (TCO) of a Web-based Application Service provided through a shared and dedicated hosting model; • Location Independence by accessibility of a Web-based Application Service from any location with Internet Connectivity, subject to security policies that would allow; • Secure web hosting by default to prevent the any possible violations; • No Single Point of Failure; if one service fails, the broader service can remain unaffected, ensuring service availability and reliability.
| |
| | PLT006 | Database Platform Service | Platform Services | 25/07/2024 16:13 |
Service Flavours: PLT006-1 Shared Database Platform : Database platform shared between different database owners to reduce the cost of underlying backend. Isolation and high availability is to be provided on platform level on premises and off premises (cloud). It is best for basic requirements that do not need high volumes of information, transaction, and when platform level privileges are not required (like sysadmin). Minimum 10 GB is provisioned.
Dedicated Database Platform: A dedicated database hosting platform on isolated backend is to be provided to customer to make them able to design and manage the data on the platform with High Availability and/or Disaster Recovery option on premises and off premises (cloud). The dedicated platform can be enabled on top of. It is best for tailored applications that requires high volumes of information, transaction, or specific administrative privileges on the platform. PLT006-2A Stand Alone: There is no High Availability and Disaster Recovery provided. It is best for the non business critical applications those not require high performance and availability. Minimum 250 GB is provisioned PLT006-2B with High Availability only: There is High Availability implemented, but no Disaster Recovery. It is best for the applications sensitive to performance and requires high availability. Minimum 500 GB is provisioned. PLT006-2C With Disaster Recovery only: There is Disaster Recovery implemented, but no High Availability. It is best for the applications that do not require high performance nor high level availability, but require quick recovery in case of loss of the service. The implementation of the DR is guaranteed that not in the same data center. Minimum 750 GB is provisioned. PLT006-2D With High Availability and Disaster Recovery: There is Disaster Recovery and High Availability implemented. It is best for the mission/business critical applicaitons that require high performance, high level availability, as well as quick recovery in case of loss of the service. Minimum 1000 GB is provisioned.
PLT006-3 Oracle Technology Product Licenses: Depending on Oracle's licensing policy, all physical processors connected to network is to be licensed. The unit of measure for this flavour is 1. The products covered are listed below. Formal request (via ITSM) is required for use. - Oracle Database Enterprise Edition
- Oracle Real Application Clusters
- Oracle Diagnostics Pack
- Oracle Tuning Pack
- Oracle Analytics Server
- Oracle Data Integrator Enterprise Edition
- Oracle Active Data Guard
- Oracle WebLogic Server Enterprise Edition
- Oracle Database Lifecycle Management pack
|
NATO Unclassified (On-Prem and Off-Prem/Cloud) NATO Restricted NATO Secret Mission Secret
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | Available NCI Academy Trainings (not covered by service rate): | A3045 | Introduction to SQL Language | | A3123 | Postgre SQL Administration
|
| WPS002 Enterprise IDAM Service PLT010 Cloud Services Management and Integration Service INF004 Infrastructure Virtualization Service INF016 Infrastructure Backup and Archive Service APP001 Approved Commercial-off-the-shelf Products Procurement Service
| | |
Service Cost / Price: The unit of measure for the Service flavours PLT006-1 and PLT006-2 is per GB. The unit of measure for PLT006-3 is 1.
The 2025 Service
Rates v9.1 below are valid for all NCI Agency customers, with
exception of the NHQ, which has a specific arrangement in place | Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) |
PLT006
| Database
Platform Service | PLT006-1 Shared Database Platform
| GB | 35 | | PLT006-2A Dedicated Standalone
| GB
| 36
| PLT006-2B Dedicated with High Availability
| GB | 44 | PLT006-2C Dedicated with Disaster Recovery
| GB
| 41
| PLT006-2D Dedicated with High Availability and Disaster Recovery
| GB | 49
| | PLT006-3 Oracle Technology Product Licenses
| 1
| 1,536,577
|
| Database Platform Service provides a fully managed database platform for
use as an integral part of a production, testing, and/or development environment.
The service provides flexible, scalable, and demand based platform, which is
oriented toward central monitoring and management where underlying complexities
of Database technologies (Oracle, MS SQL, MySQL and PostgreSQL) are
encapsulated as a combined generic service. | | | Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: | Flavours | Availability Target | Service Restoration Period (for P0/P1 incidents) | | PLT006-1 Shared Database Hosting | 99.9% | 8 hours (business) | | PLT006-2 Dedicated Database Hosting | | | | PLT006-2A Stand Alone | 98.0% | 27 hours (business) | | PLT006-2B With High Availability only | 99.9% | 4 hours (wall clock) | | PLT006-2C With Disaster Recovery only | 99.0% | 8 hours (business) | PLT006-2D With High Availability and Disaster Recovery | 99.9% | 4 hours (wall clock) | | PLT006-3 Oracle Technology Product Licenses | Not Applicable | |
N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| | |
| | APP015 | JCHAT Application Service | Application Services | 26/07/2024 08:46 | Service Flavours: - Single, standard version based on NCI Agency prototypes
- Single, standard version based on Commercial Off the Shelf (COTS) software
- Clustered dual-node multi IM domain version based on COTS software
- Single, deployable version for mobile units based on COTS software
- Cross-domain chat version based on NCI Agency prototypes
| Available on: NATO Secret
Mission Secret
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A9001 | JChat User | | A9003 | JChat FAS Manager | | A9004 | JChat Openfire Server Administrator | | A9005 | JChat M-Link Server Administrator | | A9006 | JChat Combined Openfire Server and JChat Client Administrator | | A9042 | Combined Situational Awareness Functional Area Services for CTE/exercise
|
| WPS001 – Managed Device Service SEC011 – Information Exchange Gateway
| SCOI17 - JCHAT Application Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP015 | JCHAT
Application Service | |
| Please refer to the AMD2 PoW for the common funded cost for this service |
| The JChat (Secure Joint Tactical Chat) Application Service provides the user with a federated chat network to allow near real-time communication, or semi-synchronously via text messages, between two users, ad-hoc groups and within persistent chat rooms. | | The JChat Application Service key features, include but are not limited to: - Multi-party messaging service (ad-hoc and persistent chat rooms)
- Within a mission network, chat applications are used in a similar manner to Combat Net Radio, allowing all-informed exchange of information within specific groups or chat rooms.
- Chat rooms are used both informally, for staff level coordination and collaboration, and formally, for rapid all-informed reporting and tasking.
- One-to-one messaging service (chat sessions)
- Presence and instant messaging (IM) defines a method by which a client or user can formally request establishment of a presence and instant messaging session.
- The functionality of the JChat Application Services follow open standards and are set in conformance with the requirements in RFC 2779 (“Instant Messaging / Presence Protocol Requirements").
- Roster service (contact list)
- In JChat, a user's roster contains any number of specific contacts. A user's roster is stored by the user's server on the user's behalf so that the user can access roster information from any device.
- Because the user's roster can contain confidential data, the JChat server restricts access to this data so that only authorized entities (typically limited to the account owner) are able to retrieve, modify, or delete it.
- Presence service (logged-on users)
- The concept of presence refers to an entity's availability for communication over a network. At the most basic level, presence is a boolean "on/off" variable that signals whether an entity is available or unavailable for communication (the terms "online" and "offline" are also used).
- In JChat, presence typically follows a "publish-subscribe" or "observer" pattern, wherein an entity sends presence to its server, and its server then broadcasts that information to all of the entity's contacts who have a subscription to the entity's presence. A client can establish a "presence session" at its server by sending initial presence, and where the presence session is terminated by sending unavailable presence.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858 | | Standard Service support levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The JChat Application Service is a key component in facilitating military effectiveness. It enables passing of information, coordination of operations and support to collaborative decision making. The service focuses on time critical operations in order to prevent casualties and minimise reaction time. | |
| | APP016 | JTS/FAST Application Service | Application Services | 26/07/2024 08:46 | Service Flavours: The service is available as the following flavours. JTS/FAST Software – includes all JTS/FAST software components and documentation to have either a full JTS/FAST site (server and clients) or JTS/FAST client workstations which would be able to remotely connect to a full JTS/FAST site. JTS/FAST Capability – includes the JTS/FAST software, documentation, platform and database binaries for building a full JTS/FAST system with the full set of functionality provided by the JTS/FAST server and client.
| NATO Secret Availability on any other security domain is TBC upon a New Service Request
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A1007 | JTS/FAST System Administrator | | A9008 | Functional Area Service for dynamic and time-sensitive Targeting (FAST) User Course | | A9011 | Joint Targeting System (JTS) User | | A9073 | JTS/FAST Combined User Course |
| WPS001 – Managed Device Service | SCOI19 - Joint Targeting Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP016 | JTS/FAST
Application Service | |
| Please refer to the AMD2 PoW for the common funded cost for this service |
| The JTS/FAST (Joint Targeting System/Flexible, Advanced C2 Services for NATO Time-Sensitive Targeting) Application Service provides the user with capabilities to provide integrated joint objective and effects-based targeting, campaign synchronisation, target development, target list management, target folder preparation, target imagery management and battle damage assessment. | | The JTS/FAST Application Service contains two main end user modules, with distinct features: - JTS features:
- Deliberate Targeting
- Kinetic and Non-Kinetic Targeting
- Effects-Based Targeting (JFX)
- High Value Individual (HVI)
- Target Development
- Target Folder Preparation
- Objective Management
- Target List Management
- Target Nomination Process
- Target Media Management
- Weaponing Solutions
- Battle Damage Assessment (BDA)
- Campaign Synchronization
- ATO Planning Cycle
- FAST features:
- Dynamic Targeting (DT)
- Time-Sensitive Targeting (TST)
- Integrated Chat capability
- Integrated Map functions
- Network-enabled, real-time coordination
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858 | | Standard Service Support Levels: The NCI Agency offers service support packages for AirC2 applications and systems defined by the provided service levels and set of support tasks. The support tasks can be all or a subset of the following group of tasks:
• XAA First Line Support • XAB Second Line Support • XGM Third Line Support • XAD Data and Document Provisioning • XDC Contract and License management • XBC Installation • XCC Interoperability Management • XDD Product Maintenance • XGC Security • XGJ Obsolescence management • XBB On-site maintenance • XBD Site Support • XFA Individual Technical training • XGK Technical Manuals • XED ILS management • XGI Deployment of deployable equipment • XCB System status and statistics • XGF Database management and engineering • XFB Support to OT&E and exercises • XIC Platform and tools support Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical or high incident (i.e. P1/P2) is 1 day. For medium incidents (P3) it is 3 days. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA. Service levels will be defined per customer according to the customer requirements and the corresponding POW or SLA applicable in each case.
| The JTS/FAST Application Service, used throughout all command levels in NATO (both static and deployed) as well as nationally by various nations, enables collaboration and the efficient and timely exchange of critical information in support of the Joint Targeting process Furthermore this service is designed to aid tracking and prosecuting of Time-Sensitive Targeting (TSTs). | |
| | APP017 | Land C2 Application Service | Application Services | 26/07/2024 08:47 | Service Flavours: The service is available in multiple flavours: APP017.1 LC2IS Single Node APP017.2 LC2IS High Availability APP017.3 SitaWare HQ Single Node APP017.4 SitaWare HQ High Availability LC2IS is nearing end-of-life, flavours APP017.1 and APP017.2 may be discontinued from 2026 Q1 onwards. SitaWare HQ is the emerging capability for land C2; in 2025 flavours APP017.3 and APP017.4 will only be available for specific NCS entities.
|
- NATO Secret;
- Mission Secret;
- Deployable CIS;
- The application service may be made available on other networks upon a new Customer Service Request.
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training (not covered by service rate): | A0450 | LC2IS End User (358) | | A0451 | LC2IS Information Management | | A0452 | LC2IS Train the Trainer End User | | A9007 | NATO Land Command and Control Information Services (LC2IS) System Administrator |
Training for SitaWare HQ is under development.
| - WPS001 Managed Device Service;
- Infrastructure and hosting platform compatible with the Land C2 Application Service requirements.
| SCOI20 - Land C2 Information Service | | Service Cost / Price: The unit of measure for the service is 1. The total of the service delivery cost is charged in accordance with specifically arranged conditions of the service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP017 | Land C2 Application Service | | 1 | 1,970,103 |
| The Land C2 (Command and Control) Application Service provides a suite of land command and control applications that support operational land staff in decision making and execution of missions, processes and tasks. The Land C2 Application Service, through LC2IS (Land C2 Information System), delivers comprehensive situational awareness, battlespace management, sharing of information and interoperability within the land C2 domain and between other NATO functional services and national land C2 capabilities.
| | Service Features: The main service consists in the provision of the following service features: - Access to Land C2 Application Service and related resources on selected networks and to the technical and functional knowledge base for self-support (requires access to the NCI Agency managed Operational Network).
- Service Delivery Point (SDP) activation provides on-site installation of one Land C2 Application Service instance and connection to all compatible and pre-configured local sources at time of installation.
- SDP Centralised Management and Support provides centralised management and maintenance of a SDP including assistance and advice to local support engineers. It includes routine upgrades and patches, as become available, in line with the approved baseline. For centralised management, remote administrator access is required.
- SDP Remote Support provides centralised assistance and advice to local support engineers who maintain the Land C2 Application Service SDP. It includes routine upgrades and patches, as become available in line with the approved baseline. This option is available when no remote administrator access is feasible or required
Incidents and Service Requests Management provides centralised support to resolve incidents and/or address service requests via ITMS ticketing system to log, categorize and escalate if applicable. Response time and level of response in accordance with defined service level agreement.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: - Service Availability Target: 99.5% availability.
- Service Restoration: The standard service restoration period for a critical incident is 8 hours.
N.B. Full priority resolution times and generic service priority assignment matrix will be adhered to in accordance with the defined service level agreement.
| The Land C2 Application Service offers a wide range of features to the user including shortened information-decision-action (IDA) cycles, inherent to command and control of mission execution. The service enables: - Effective, efficient and accurate management of recognized ground picture (RGP);
- Enhanced battlespace management;
- Comprehensive NATO situational awareness;
- Support for operations planning and FRAGO production and message generation;
- Sharing of recognized ground picture, information and knowledge;
- Automated importing of recognized ground picture contributions and messages.
The proposed services ranges from the implementation of the Land C2 Application Service within headquarters through training and mentoring of operational and support personnel, as well as centralised resources for maintenance and (remote) support of the application service.
| |
| | APP018 | Maritime C2 Application Service | Application Services | 26/07/2024 08:48 | Service Flavours: The service is available as a single flavour. | | | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A0270 | NATO MCCIS Orientation & User | | A0271 | NATO MCCIS RMP Operator | | A0273 | NATO MCCIS Site Administrator | | A0275 | NATO MCCIS Waterspace Management | | A0277 | NATO MCCIS RMP Supervisor | | A0602 | Maritime FAS Pre-study (013) | | A0603 | MCCIS Pre-study (014) | | A0609 | MCCIS Advanced (031)
|
| WPS001 – Managed Device Service | SCOI22 - Maritime C2 Information Service | | Service Cost / Price: The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP018 | MCCIS Application Service | | 1 | 1,750,343 |
| Maritime C2 Application Service is provided by utilising Maritime
Command and Control Information System (MCCIS) , which processes maritime data received
from multiple sources (e.g. Nations), builds the NATO Recognized Maritime
Picture (RMP), and displays the RMP on map, and disseminates the RMP to
Nations, NATO Commands and other command
and control applications. The Maritime C2 Application Service provides the
operational users with maritime operational data, exchanged in a multi-national
environment through Over the Horizon Targeting (OTH-T)-GOLD and Allied Data
Publication No 3 (ADatP-3) messages. The service provides the Waterspace
Management (WSM) and Prevention of Mutual Interference capabilities for subsurface
mission space management. The system is built around a dedicated hardware server,
which runs a legacy operating system. Static and afloat NATO Commands as well
as Nations who contribute to the RMP building and sharing process utilize MCCIS
on the NSWAN. | | Service Features: The Maritime C2 Application Service provides the user with network services (managing communication channels, integrated chat), Web Information Service Environment capabilities (WISE), access to maritime databases. The Maritime C2 Application Service features maritime operational data, including but not limited to, naval mission reporting, situational awareness, resource management and intelligence. | Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The Maritime C2 Application Service provides the user with management of
Maritime C2 information. The Service supports planning, controlling and
monitoring maritime operations, and makes the RMP available for NATO security
operations. This enables maritime commanders and HQ staff to automatically
receive, analyse, display, and manipulate Maritime C2 data and manage
subsurface mission space while supporting more accurate, timely decisions. | |
| | APP021 | JOCWatch Application Service | Application Services | 26/07/2024 08:49 |
Service Flavours: The JOCWatch Application Service is in the following flavours: APP021 Centralised offering APP021F Federated offering: This service flavour provides federation support to NFS and Nations for authorization, configuration and troubleshooting of their connections to an JOCWATCH Service Delivery Point (identified as centralized NCS CoI servers). This flavour also encompasses Application changes triggered by federation requests and compensation for capacity increase required by the increasing demand on corresponding centralized infrastructure. This service flavour ensures initialization and continuity of the COI interconnections between Nations & NFS with NCS. Troubleshooting beyond NATO Interconnection Point on the national or NFS side is not included in this service flavour. - Management of technical connectivity to centralized NCS COI servers given the requester has authorization from SHAPE and the corresponding NCS party
- Troubleshooting on configuration of the connection to centralized NCS COI servers
- Application service delivery monitoring & corrective actions
- Application changes triggered by this federation request
- Compensation for capacity increase as per the increasing demand on corresponding NCS CoI servers
SME007 service is recommended to complement this flavour, would the Customer have connectivity in B2B mode. This is recommended for support beyond NIP.
|
NATO Secret Mission Secret Federated flavour: NATO Secret
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | Available NCI Academy Training not covered by service cost: | A9033 | JOCWatch User | | A9034 | JOCWatch Maintainer | | A9035 | JOCWatch Administrator | | A9042 | Combined Situational Awareness Functional Area Services for CTE/exercise |
| WPS001 Managed Device Service For the Federated Flavour: Network connectivity for NIP interconnection with NATO centralized network (NS)
| SCOI18 - Operational Reporting Service | | Service Cost / Price: The unit of measure for the Service is 1 for the centralised flavour. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. For the Federated flavour the unit of measure for the Service is per connection.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | APP021
| JOCWatch
Application Service | APP021 Centralised | 1 | 779,337 | APP021F* Federated
| Connection
| 28,082
|
* Service available only to External NCI Agency Customers | The JOCWatch (Joint Operations Centre Watch) Application Service
provides the user with a web-based electronic event log. The JOCWatch Application Service provides
support to Watch Keepers and Shift Directors within Operation Centres (CJOC,
JOCs, etc.) to record and disseminate incident information in a standardised
and structured manner. It also provides
an audit trail (a legal log) of all incidents related to an operation. | | | Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The JOCWatch Application Service offers a common web-based interface
which allows Operations Centre staff to manage, analyse and publish information
on incidents. Through provision of
event-data for analysis of the battle-space this service enables greater
situational awareness for decision makers from subordinate commands to their
HQ. | |
| | APP023 | NAMIS Application Service | Application Services | 26/07/2024 08:50 | | Available on: NATO Secret
NATO Unclassified
Mission Domains
| | | Customer Facing | | | Enterprise Access Services | | | | | WPS001 – Managed Device Service | SCOI23 - Environmental Information Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP023 | NAMIS
Application Service | | 1 | 2,102,278 |
| NATO Automated Meteorological Information System (NAMIS) Application Service provides a sustained NATO Meteorological and Oceanographic (METOC) application functionality for the NATO. NAMIS Application Service provides direct weather support to NATO-led operations by providing coherent, comprehensive, and harmonised weather information and products throughout ACO activities. | | The NAMIS Application Service provides below listed features: - Provision of Environmental Information Products,
- MetOc Data Distribution System
- Meteorological Assessment,
- visualization of forecasts,
- visualization of observations,
- visualization of value added products such as satellite images,
- management of information on meteorological stations
- Tactical Specialist Tools,
- Meteorological messages for CBRN (EDM and CDM),
- Ballistic Wind Messages,
- Color state and forecast trend for user selected airfields (METWATCH),
- Products supporting parachute operations Mean Effective Dropping Wind (MEDW), Surface Wind and Gusts (SFG),
- Theatre Crosswind Monitor, to monitor selected airfield for crosswind threshold,
- Density Altitude calculator to verify conditions for use of air assets on the specific areas,
- Graphical depiction of "Human Exposure", including Temperature-Humidity index (Heat Stress), Wind-Chill, Cold-Water Survival,
- Night Illumination.
- Operational Planning Support (meteorological briefs in support of operations);
- Meteorological briefs in support of operations.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The NAMIS Application Service delivers METOc information to its users, principally within two Communities of Interest groups; MetOc and Ops Communities. NAMIS Application Service enables the user to access raw MetOc data and able to produce MetOc observations. Those can be used to support Exercise or Operation planning, Navigation, Natural Hazard Prevention/Analysis, Logistic Support Planning, Air/Missile Defence Operation planning/analysis, Weather Forecast Impact Analysis purposes. Users can also visualise all available MetOc products and data via NAMIS. Thus, interoperability of weather systems and other FAS is enabled. | |
| | APP031 | Enterprise Document Management Application Service (EDMS) | Application Services | 26/07/2024 08:53 |
Service Flavours: The service is available as a single flavour. | NATO Unclassified NATO Restricted NATO Secret Mission Secret NATO Partner network (For NNHQ)
| | | Customer Facing | | | Standard Client Services | | | |
Available NCI Academy Training not covered by service cost: | A2537 | EDMS - Enterprise Document Management System User | | A2538 | EDMS - Functional Administrator
|
| WPS002 Entreprise Identity Access Management Service WPS003 Enterprise User License Service PLT003 Web Hosting Service
| SCOI70 - Information Management Tools | | The unit of measure for the Service is “per user". Since the Service is designed for the general use by all the users of each customer, the number of user will be assumed to be equal to the sum of the “NATO Peacetime Establishment (PE)" users plus the “NATO Non-Peacetime Establishment (NPE)" users. Each instance of the Service should be counted separately (so for example, if the same user is using two different instances of the Service on two different networks, the user should be counted twice). The cost of the Service does not include the cost of all the underlying Service prerequisites. The total amount of the Service delivery price is charged in accordance with specifically arranged conditions of the Service delivery
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service Name | Service Flavour/Option | Service Unit | Service Rate 9.1
O&M only
(EUR) | | APP031 | Enterprise
Document Management Application Service (EDMS) | | Per
User | 100 |
| The Service provides the collaborative information management capability for Document and Records Management, with functionalities for standardised document creation, management, storage and retrieval. This Service is interoperable with an existing Tasker Tracker Application Service (APP030) and an existing NATO Information Portal Application Service (APP086), but also deployable as standalone Service. | | | Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET) Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service support levels: Service Availability Target: 99% Service Restoration Priority: P2. The Standard Service support comprises the following activities: - Operation: application monitoring, log management, batch jobs management, backup & restore, auditing, Service Requests fulfilment.
- Corrective Maintenance: diagnosis and removal of the causes and the effects of any malfunction affecting the Service.
- Preventive Maintenance: preventive actions needed to avoid future malfunctions
- Adaptive Maintenance: adjustment of the Service in order to adapt to the minor changes of the sub system components (i.e. Operating System, Database Management System, Browser, SharePoint and SharePoint add-ons). Major changes of the sub system components shall be requested via dedicated projects.
- Minor Perfective Maintenance: development of up to one minor enhancement[1] of the Service per month[2]. Development of up to one complex Business Intelligence (BI) report[3] per year.
[1] A “minor enhancement" is defined as a limited change of an existing functionality or the creation of a new functionality of the Service, that requires in total not more than 5 man days in order to be designed, developed and tested. All the enhancement requests shall be vetted and prioritized by the “Bi-SC IKM Change Management Board" before being developed. [2] This activity will be paused during major implementation projects affecting the Service. [3] A “complex BI report" is defined as as a report that requires in total not more than 15 man days in order to be designed, developed and tested. The report can fetch data from the Enterprise Document Management System (APP031), but also from the Tasker Tracker Plus (APP030) and the NATO Information Portal (APP086). All the requests for new reports shall be vetted and prioritized by the “Bi-SC IKM Change Management Board" before being developed.
| The Service offers the customers the benefit to easily access and maintain documented information by providing information access control, locating and retrieval of documentation and provisioning of storage, complying with NATO standards. | |
| | APP034 | Integrated Engineering Management (IEMS) Application Service | Application Services | 26/07/2024 08:58 | Service Flavours: The IEMS Application Service is available as a single offering. | NATO Unclassified The Service may be available on other security domains upon a New Service Request.
| | | Customer Facing | | | Standard Client Services | | | | | WPS001 – Managed Device Service | SCOI50 - Integrated Engineering Management System Support Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP034 | Integrated
Engineering Management (IEMS) Application Service | | 1 | 342,935 |
| The Integrated Engineer Management System (IEMS) Application Service is an integrated asset management tool, which provides operation, support, maintenance and infrastructure management functionalities. | | The IEMS Application Service offers a modular approach in support of the SHAPE Base Support Group within one single centralized database: - Project Management
- Buildings Management
- Warehouse Management
- Budget Management
- Budget Long Range
- Reimbursable Customers Management
- Bunker Management
- Capital Items Management
- Non-expendable Items Management
- Utilities Consumption Management
- PWL Personnel Management
- Timekeeping Management
- Fire Brigade Management
- Proposal Disposal Office Management
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability
Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The IEMS Application Service enables the user to support the maintenance of the SHAPE Infrastructure within accepted and agreed response times as per SHAPE' requirements. In addition, this application enables infrastructure project management, supports material management and SHAPE property disposal business processes. | |
| | APP035 | eLeave Application Service | Application Services | 13/04/2023 11:59 | Service Flavours: The Service is available as a single flavour. | Available on: NATO Unclassified
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | | WPS001 – Managed Device Service | | | The unit of measure for the Service is Per Database. | The eLeave Application Service provides an organisation with an online environment, which allows it to effectively and easily manage and administer all Human Resources leave related activities in an automated and standardized manner. | | The eLeave Application Service allows users, i.e. staff members, to request all types of leave (Annual Leave, Home Leave, Special Leave for Private Reasons, Special Leave on Marriage, Special Leave for Maternity and Paternity, Long Service Leave, Leave for Training, Leave for Military Service or Training and Unpaid Leave). The Service can also be used to report absence for health reasons (Sick Leave). In addition the service provides: - Leave record for each staff member, including leave balances and home leave entitlements
- Automatic calculation of leave days (based on official holidays per duty location)
- Automatic e-mail notifications and tasks for approval
- Attachments (for sick leave certificates, etc.)
- Creation of calendar appointments from leave requests
- Personal detailed leave overviews for the staff members
- Reports for managers at various organizational levels
- Versioning of all leave data
- Archiving of previous years' requests
- Consideration of Annual leave cut-off dates in calculations
- Recording and parking of next year's leave to be processed by the end of the year
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period is 8 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The eLeave application service provides a fully automated system, which supports the organization's HR leave processes. In doing so it delivers a standardized, accurate and paperless online environment in which employees, managers and Human Resources administrators can easily and efficiently manage leave activities; i.e. : “leave requests", “approval / rejection", “leave balances & statuses", …. As such it covers all the process steps; from leave submission to the eventual and final approval or rejection. The implementation of such a system greatly reduces the time and effort spent on the management and administration of all leave related activities and processes. Moreover, the e-leave IT system provides standardization across all HR leave activities. It should be noted, that it has been developed fully in line with NATO's HR processes, activities and business rules. | |
| | APP036 | Finance (FinS) Application Service | Application Services | 26/07/2024 08:59 | Service Flavours: The service is available as a single flavour, with available specific configurations. | Available on: NATO Unclassified
NATO Restricted
| | | Customer Facing | | | Enterprise Access Services | | | | | This service provides O&M support only. An implementation project, possibly including the procurement of software licenses, is a prerequisite. WPS001 – Managed Device Service
| SCOI44 - Finance, Procurement/Acquisition & Travel Application Services | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP036 | Finance
(FinS) Application Service | | 1 | 1,918,743 |
| FinS provides the user with an Enterprise Resource Planning (ERP) system (based on the Oracle E-Business Suite Commercial Off-The-Shelf software and some extensions (iTravel)) with capabilities to perform streamlined budget execution, accounting, procurement, payments, and travel processes. It allows the customer to be compliant with NATO Financial Regulations (NFRs), Procurement Directives and International Public Sector Accounting Standards (IPSAS). The FinS Application Service provides O&M support for existing FinS implementations.
| | FinS provides the following functional features: - General Ledger;
- Accounts Payable;
- Accounts Receivable;
- Cash Management;
- Fixed Assets;
- Purchasing;
- Advanced Procurement (iProcurement, Procurement Contacts, Service Procurement);
- Travel Management (Travel Requests and Travel Claims);
FinS consists out of the following elements: - FinS Operations: Daily management of hardware and software;
- FinS Incident and Problem Management;
- FinS Change Management: Change management in coordination with concerned stakeholders;
- FinS Training.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service support levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| FinS offers the user greater transparency, flexibility, control and auditability over allocated and delegated budgets, thus facilitating NATO Strategic Commands, NATO Military Commands, NATO Agencies and other NATO Organizations focusing on their core business. | |
| | APP038 | NATO Talent Acquisition Application Service | Application Services | 13/04/2023 12:50 | Service Flavours: The Service is available as a single flavour. | Available on: NATO Unclassified
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | | WPS001 – Managed Device Service | SCOI45 - Human Resources Application Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. | The NATO Talent Acquisition Application Service provides the customer with a modern, fully electronic capability to effectively and efficiently support recruitment campaign in line with NATO directives. This application supports the recruitment process from vacancy posting, video interviews, to successful candidate selection and onboarding for civilian personnel and various types of temporary workers at the NATO International Staff Centre, NATO International Military Staff, NCI Agency and NATO Alliance Ground Surveillance Management Agency. | | The NATO Talent Acquisition Application Service offers the user recruitment campaigns; online job-boards; collection and management of applications; asynchronous video interviews, recruitment screening and evaluation tools, together supporting candidate selection and store and share of application histories. | Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The NATO Talent Acquisition Application Service drives a significant reduction in cost for the execution of a recruitment campaign and seriously improves operational efficiency and quality results through the use of the application. This is achieved through increased automation of tasks as it accelerates the recruitment campaign. The application offers automated workflows and a single point to access the web-based front end for the applicants and the specialized application frontend and backend for the hiring managers and hiring officials. The use of the application enables effective, efficient, quality, faster and less-costly management of recruitment campaigns. Through its introduction, the application eliminated the need to print and distribute a large number of documents for the various stakeholders involved in the recruitment process. As the capability is built on one single database instance, but with built-in data segregation for each NATO entity, it allows each organization to remain in control of its own recruitment campaigns but also for the HR officials to share data and knowledge about candidate application history as needed. Additionally this service, through its search and apply functionalities, offers the applicant a greater recruitment experience. Furthermore, this application increases NATO's image and branding as an employer trough the presentation of vacancies to a larger number of NATO bodies onto the same online recruitment platform and in the improvement of results, through attracting a wider range of active and passive candidates.
| |
| | APP039 | P3SM and Workflow Application Service | Application Services | 13/04/2023 12:57 | Service Flavours: The Service is available in two flavours; The P3SM application flavour and the Workflow Application flavour. | Available on: NATO Restricted
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | Available NCI Academy Training not covered by service cost: | A3000 | PRINCE2 Foundation & Practitioner Certification Exam Preparation | | A3001 | MSP Practitioner Certification Exam Prep | | A3002 | Project Management Professional (PMP) Exam Prep | | A3019 | Microsoft Project Introduction | | A3028 | Project Management Training: Skills for Success | | A3043 | Agile Project Management Training for Practitioner & Foundation Certification
|
| WPS001 Managed Device Service PLT003 Web Hosting Service PLT006 Database Administration Service
| SCOI46 - Project Management Application Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. | The P3SM Application Service provides the user with Portfolio, Program, Project and Service Management capabilities to support the creation and execution of related processes and activities. The P3SM Application Service provides project start-up/planning/baselining/execution/control/collaboration, resource management, time accounting and reporting. The Workflow Application Service provides the platform for all internal agency processes to be automated and digitised via web-based interfaces. The Workflow Application Service is responsible for automating and supporting a growing catalogue of core agency processes such as: Business Intake, Workforce Planning, Business Execution Planning and IIT Requirements Collection.
| | - Project Execution and Control; Efficient execution of project controls towards effort and cost;
- Time Accounting System; allows project staff resources to report project/non-project activities and time spent;
- Project Collaboration; based upon SharePoint technology enables store/share/act on projected related information (documents, issues, risks).
- Automation of internal processes; Potential for any internal process, regardless of complexity, to be digitised.
- Workflow management; Allows process owners to administer and configure their own applications
- Data-Management; a bonus feature of the workflow platform is the ability to create web-based data-management tools
- Reporting; Configurable reporting functionality
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The P3SM Application Service enables the enforcement of common project management procedures, data centralization and improved accuracy and control to project progress, expenses, resource management, execution & control and reporting. Furthermore, projects utilizing the P3SM Application Service benefit from easier redirection of resources to meet project demand and real-time monitoring of project performance. The Workflow Application Service ensures internal agency processes are executed efficiently. The service removes manual process bottlenecks, reduces the burden of repetitive and time-consuming tasks from staff whilst also drastically improving data-quality and accurate process auditing and reporting.
| |
| | APP040 | Enterprise Asset Management Application Service | Application Services | 13/04/2023 12:59 | Service Flavours: The Service is available as a single flavour. | Available on: NATO Unclassified
NATO Restricted
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | | WPS001 – Managed Device Service | SCOI47 - Asset Management Application Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. | The Enterprise Asset Management Application Service provides an ERP system based on Oracle E-Business Suite Commercial Off-The-Shelf Software, the capabilities of which are to collect, process, present and distribute consolidated information of assets, from a lifecycle perspective (acquisition to disposal). This service supports the centralized management of assets and is technically integrated within the centralized NATO Automated Financial System (CNAFS Application Service) to drive better visibility on reporting, decision-making, sustainable financial discipline, regulatory compliance (Inventory IPSAS 12), data integrity, optimized and efficient asset management processes. The Service provides the capabilities for operating Logistics in compliance with the Property Accounting Directives ACE 60-80 and the NCIA 'Under Construction Successor for the superseded NCSA OSI A-16-04. | | The Enterprise Asset Management Application Service offers the following features: - Inventory Management (Warehouse Configuration Management, Asset Receiving, Creation and Labelling, Stock Availability Planning); Item management, asset movement, physical inventory and periodical cycle counting, inventory replenishment, reporting, quantity and value management.
- Order Management; customer account / CisPOC(MRAH) Assignment / custodian / shipping / delivery addresses management, internal/external.
- Asset Cost Accounting; asset valuation/weighted average cost (WAC) calculation, inventory accounting/reconciliation and auditing.
- Approval Hierarchy along with automatic notifications defined in the system also ensures control and visibility of Asset Procurement and movements.
- Auditing capabilities inherently present in the system can be used to fulfil internal/external checks and also for KPI's for any performance improvements.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The Enterprise Asset Management Application Service offers centrally managed Inventory and Order Management capabilities, with delegation of specific operational tasks to the local CSU's, integrated with already existing procurement and finance capabilities to drive efficiencies in the lifecycle of asset management. Furthermore, amongst other benefits, utilizing the Inventory/Asset Management Application Service facilitates easier redirection of asset resources as well as improving the operating costs by avoiding duplicated procurement and rationalizing inventory and assets including traceability. | |
| | APP041 | Logistics Functional Area Services (LOGFAS) Application Service | Application Services | 26/07/2024 09:00 |
Service Flavours: Server based application: two types of clients (Windows application and Web Client) and a PostgreSQL Database Server; Standalone application: Windows application using local PostgreSQL Database Collaboration web portal (LOGNET) on NS and on NU (accessible from the Internet).
| NATO Secret Mission Secret NATO Unclassified (LOGNET)
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A0220 | Allied Deployment and Movements System (ADAMS) Staff Officer | | A0222 | Coalition Reception, Staging and Onward Movement (CORSOM) Operator | | A0223 | Effective Visible Execution (EVE) Operator | | A0224 | Allied Deployment and Movements System (ADAMS) Basic Operator | | A0225 | Allied Deployment and Movements System (ADAMS) Advanced Operator | | A0226 | Logistics Reporting (LOGREP) Operator | | A0227 | Logistics Reporting (LOGREP) Train the Trainer | | A0251 | Logistic Functional Areas Services (LOGFAS) Staff Officer | | A0252 | Effective Visible Execution (EVE) Manager | | A0253 | Sustainment Planning Module (SPM), Supply Distribution Model (SDM) Operator | | A0254 | Logistic Functional Area Services (LOGFAS) Fundamentals & Basic Data Operator | | A0255 | Logistic Functional Area Services (LOGFAS) System Administrator and Manager
|
| WPS001 – Managed Device Service | SCOI48 - Logistics Functional Area Application Service, SCOI49 - Logistics Business Intelligence and Decision Support (LOGBIDS) Application Services | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP041 | Logistics
Functional Area Services (LOGFAS) Application Service | | 1 | 3,742,665 |
| The LOGFAS Application Service enables the user to collect, store, manage, analyse, present and distribute deployment and sustainment, host nation support and military engineering information during NATO operational planning and execution. LOGFAS User Community includes Logistics, Movement and Transportation, Host Nation Support and Infrastructure & Engineering functional domains. | | | Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service support levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The standardization of logistics data and data formats and their timely exchange is the key to the success of complex logistics operations, especially to facilitate the coordination for deployment and sustainment of forces from multiple nations, with limited logistic assets and infrastructure and engineering capabilities. LOGFAS addresses the requirement to minimize the planning time for NATO deployments and to maximize the capability for rapid exchange of the associated plans, reports and other information to enable orderly flow of movements into, from and within theatre. It supports informed decision making. | |
| | APP055 | Core Geographic Information System (GIS) Service | Application Services | 26/07/2024 09:07 | Service Flavours: The service is available as a single flavour. | NATO Bi-SC Core GIS service is available on the NS, MS, KFOR and RSM network. However, the service may be available on the customer's choice of security domain, as well. In case of national security domain, the customer is responsible for the accreditation and license module. | | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | Available NCI Academy Training not covered by service cost: | A0300 | Geo Basics Level 1 | | A0301 | Geo Basics Level 2 | | A0302 | Geo Scenario | | A0310 | Core GIS Servers | | A9042 | Combined Situational Awareness Functional Area Services for CTE/exercise
|
| WPS001 Managed device service. Client: Windows 7 or Higher Server: Windows 2012 R2 or Higher. Detailed HW/SW requirements available upon request
| SCOI39 - Core GIS Geospatial Services | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP055 | Core
Geographic Information System (GIS) Application Service | | 1 | 5,813,275 |
| The Core Geographic Information System (GIS) Application Service is composed of subservices, which serve multiple purposes. The service is primarily based on the commercial off-the shelf ESRI software provides other Functional Services with a common set of geospatial information (Geospatial Service) to ensure that 'everyone is operating off the same map', thereby eliminating the need for other FSs to develop their own mapping solutions and maintaining their own set of geospatial information. In addition, the Core GIS enables anyone in the NATO Command Structure (NCS) to see available geospatial information like maps or imagery. Core GIS provides base maps/foundation Geospatial Information (GI)/geo location reference to all users and systems. The Core GIS also contains a functional area system (Geography Service) for dedicated geo professionals to enable the Core GIS Geospatial Services to be managed and administered. The Geography Services is implemented at each NCS site with high-end workstations and displays, large format plotting, and scanning infrastructure. | | The current Core GIS Application Service consists of: Cartographic Workshop, which allows Geo-Technicians to create and maintain the Digital Geographic Information baselines, generate products, and publish and maintain geospatial services via the NATO Core GIS Server. The Cartographic Workshop comprises several high-end workstations for geo processing, and other peripherals such as an A0 plotter, A0 scanner, office printer, DVD production station, and infrastructure equipment The Core GIS Server, which is used to provide geographic products such as electronic maps or other geospatial information in digital form to Functional Services and FASs using international standards such as Web Map Service (WMS), Web Feature Service (WFS), Web Coverage Service (WCS), Web Processing Services (WP).
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The Core GIS Application Service provides customers with a suite of data, services and products that ensure all phases of military operations are conducted on the same spatial reference. Furthermore, it provides the Accredited/Single Geospatial Information Service Provision (authoritative repository for Geospatial Information). | |
| | SME003 | Interoperability Verification and Validation Service | Subject Matter Expertise Services | 12/04/2023 14:33 | Service Flavours: The Interoperability service is tailored to meet individual needs of a customer. Customization and a combination of the different packages will be possible. Foundation package is mandatory with every request. | | | | Customer Facing | | | Enterprise Access Services | | | | | | | | Cost for each defined effort is individually calculated, in accordance with agreed scope and conditions of the service delivery, as well as valid NCI Agency Customer Rates. | Interoperability Verification and Validation Service (referred to as IO V&V Service) provides a consistent way of planning, executing, reporting and evaluating interoperability events. The service has four pillars: (1) Manpower: providing interoperability skills, experience and expertise to identify how to best verify and validate interoperability from a technical perspective. Several profiles are available, ranging from Interoperability Director, Test Directors, Test Management and IO Toolset support. (2) Process: providing a consistent and repeatable way to perform CIS planning for a mission or event and to plan, execute and report V&V. (3) Content: providing a common and baselined repository of V&V and CIS planning information that is reusable per mission and event (4) Technology: providing the IO Toolset that will support the above three pillars. As of today, the Interoperability Verification and Validation Service, with the four pillars, is managed by IV&V SL personnel and it encompasses the significant repository of knowledge gained through many years of interoperability testing which has been successfully proven in interoperability testing events.
| | Foundation Package Every customer requires the foundation package that will give them access to the IO Toolset, the process, and the most up to date content ready to be used in the IO Toolset. This package will also include manpower for active toolset support during the execution of an event under the guidance of either the customer or the team contracted as part of the Execution and Reporting Service. On-demand Services The following on-demand services are foreseen, which will require as a precondition the foundation package. Planning Service : Manpower support for performing CIS and V&V planning. This will provide the customer support in planning the services for the mission which will lead to a service design including the necessary set of Joining Membership and Exiting Instruction (vol. IV) which are vital to manage the services in the network. It will also provide the customer with a detailed test plan to assure the service design and implementation can be verified and validated. Besides the test plan, all the test executions are planned in the IO Toolset, ready to be executed. Execution and Reporting Service: Manpower support for directing the execution by also implementing a complete testing organization which will lead the overall execution of all the tests. This will be done according to the needs of the customer. The customer will be assigned a complete event team consisting of an Interoperability Director and one or more Test Directors. After the event, all the results will be fully analysed and and C3 Interoperability assessment will be provided to the customer, both paper based and digitally within the Toolset. The reporting service also provides the option for an evaluation team to create, update manage and assess the exercise/ mission based on exercise objectives/ training objectives and evaluation criteria throughout the event. Continued support throughout the lifecycle of the Mission Network: This service will require, in addition to the foundation package, the planning service and the execution and reporting Service. This manpower will be able to continue to support changes to the network after the specific initial V&V has been completed. Training Service: This service provides options to get basic user training for participants on how to conduct testing. A part from basic training there is the option for advanced training which can be scheduled and tailored based on the individual needs of the customer. Topics are support for creating test plans, running events, creation of JMEI's and evaluation training.
| Available | | | | | The IO V&V Service would provide benefits to every interoperability event, exercise, FMN Confirmation event and mission by assuring that there is a single process and supporting tooling that allows consistent and repeteable IO V&V assessments. Furthermore, it would allow for a comparison of individual assessments against each other across multiple events (exercises/FMN Confirmation/ missions) . The IO V&V Service re-uses content that is being developed by Subject Matter Experts within NCI Agency, as well as the Information Exchange Requirements developed by the operational community and the repository by the FMN CIAV Working Group. The IO V&V service and more specific the IO Toolset fills a gap that currently exists within NATO concerning CIS planning tool support and it supports a Service Management Authority (SMA) in the design of the services in the network and to automatically create the corresponding JMEI's vol IV. In addition the IO Toolset is able to capture all the asset data and create a baseline per exercise or mission which can be the basis to enable change management. Finally the IO V&V service would support the full lifecycle of an exercise or mission by providing CIS planning support. It would further support to the Design Authority (SMA) of the network, and execute interoperability verification and validation during the mission instantiation while supporting the change management under the lead of the Operating Authority (SMC)
| |
| | SME001 | Chief Quality Office Subject Matter Expertise Service | Subject Matter Expertise Services | 25/07/2024 13:37 | | | | | Retired | | | Specialized Community of Interest (CoI) | | | | | | | | Service Retired as per BC decision.
| Service Retired as per BC decision.
| | | Not Available | | | | | | |
| | SME002 | Independent Verification and Validation for A2SL Service | Subject Matter Expertise Services | 26/07/2024 08:27 |
Service Flavours: see above
| NATO UNCLASSIFIED NATO SECRET
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | | PLT002 – CFBLNet Services PLT015 - CQO Reference Platform Service
| | | Service Cost / Price: Funding of V&V activities for new releases of existing software on the A2SL are covered by this service according to the standard service support levels specified in this description. V&V activities for new software on the A2SL are out of scope for this service. They can be funded as follows: - For non-NCIA elements through a CRF
The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | SME002 | Independent Verification and Validation for A2SL Service | | 1 | 1,948,765 |
| The Independent Verification and Validation Service for A2SL provides a consistent and independent way of verifying and validating products and systems. The trigger for this service is a Change Request (CRQ) submitted to the Change manager in the Service Management and Control (SMC) Functional Area. CRQs in scope for this service are only those concerning currently fielded software and systems already available on the NCI Agency Approved Software List (A2SL). The addition of new products and systems should be funded through: - Projects for those delivered as part of a capability for which a project exists
- CRF for external customers
- Agency funding for internal Agency customers
| | - A2SL Service Management: This package is mandatory and contains the effort required to manage the IVV service, attend the relevant Change Management Boards (CAB), review all CRQs and evaluate the type of IVV Service required for the given CRQ.
- CRQ Reference Environment Operation and Maintenance: This package is mandatory and contains the effort required to maintain the environments to support all IVV activities. This includes regular maintenance and upgrades, including license management, patching, security configuration and continuous alignment of the IVV to the operational environments.
- Operating Systems Testing: This package will consist off the effort required to test new operating systems and new versions of approved operating systems in order to integrate it in the NATO Environment. The main effort is focused in compatibility with the existing NATO environment, and the correct function of the operating system under NATO security settings and security mechanisms. This does not include the effort needed for cyber security testing as this is in the remit of the NCSC business area.
- Patch Testing: This package will consist off the monthly effort required to cover the testing of patches, which submitted monthly by vendors, in order to integrate it in the NATO Environment. Testing will include:
- Patches applied to current baseline in A2SL of Windows client and server operating systems and their compatibility with the existing NATO environment under NATO security settings and established security mechanisms.
- Patches applied to current baseline in A2SL of Linux client and server operating systems and their compatibility with the existing NATO environment under NATO security settings and established security mechanisms.
Cyber security testing is not in scope of this service
Commercial of the Shelf (COTS) Application Testing - Small: This package will consist off the effort required to test a new version of an already approved COTS application in order to integrate it in the NATO Environment. Small COTS applications are simple applications without any interoperability with other COTS or NOTS systems. Testing will include: - Installation and configuration of the COTS
- Compatibility testing with the existing NATO environment, and the correct functioning under NATO security settings and security mechanisms.
- Compatibility testing with basic set of applications that will be utilized in the operating system
- Perform Test Readiness Review
- Drafting Test Report
- Perform Software Test Review
- Drafting System Administration Notes
- Any other activities to support the testing
Cyber security testing is not in scope of this service
- Commercial of the Shelf (COTS) Application Testing - Large: This package will consist off the effort required to test a new version of an already approved COTS application in order to integrate it in the NATO Environment. Large COTS applications are complex as they contain interoperability with COTS or NOTS systems or are complex in scope due to the functionality they provide. Testing will include:
- Installation and configuration of the COTS
- Compatibility testing with the existing NATO environment, and the correct function of the operating system under NATO security settings and security mechanisms.
- Compatibility testing with basic set of applications that will be utilized in the operating system
- Perform Test Readiness Review
- Drafting Test Report
- Perform Software Test Review
- Drafting System Administration Notes
- Any other activities to support the testing
Cyber security testing is not in scope of this service
- NATO of the Shelf (NOTS) Testing - Small: This package will consist off the effort required to test a new version of an already approved NOTS application in order to integrate it in the NATO Environment. Testing will include:
- Installation and configuration of the NOTS
- Compatibility testing with the existing NATO environment, and the correct functioning under NATO security settings and security mechanisms.
- No interoperability testing required
- Perform Test Readiness Review
- Drafting Test Report
- Perform Software Test Review
- Drafting System Administration Notes
- Any other activities to support the testing
Cyber security testing is not in scope of this service
- NATO of the Shelf (NOTS) Testing - Medium: This package will consist on effort required to test a new version of a NOTS system to be included in A2SL that will include:
- Installability and compatibility testing of the software as a whole with other systems inside the NATO environment (operating system with security settings and security mechanisms in place as published by NCIRC)
- Limited interoperability testing required based on scenarios as deployed in NATO UNCLASSIFIED or NATO SECRET.
Cyber security testing is not in scope of this service.
- NATO of the Shelf (NOTS) Testing - Large: This package will consist on effort required to test a new version of a NOTS system to be included in A2SL that will include:
- Installability and compatibility testing of the software as a whole with other systems inside NATO environment (operating system with security settings and security mechanisms in place as published by NCIRC)
- Expanded interoperability testing required based on scenarios as deployed in NATO UNCLASSIFIED or NATO SECRET.
- Compatibility with cross-domain services if required.
Cyber security testing is not in scope of this service.
| Available | | | | Standard Service support levels: The following is included in the service: | A2SL Service Management | | CRQ Reference Environment operation and maintenance |
| Testing Type | Number of CRQ | | Operating System Testing | 3 | | Patch Testing | 12x windows | | | 12x linux | | COTS Application Testing – Small | 12 | | COTS Application Testing – Large | 8 | | NOTS Testing – Small | 3 | | NOTS Testing – Medium | 15 | | NOTS Testing – Large | 10
|
The different service flavours have a level of effort expressed above. In cases where the CRQ is missing required documentation, test licenses or SME support, the duration of processing a CRQ cannot be predicted. As such the quality of submission will determine the average duration required to process a CRQ. The V&V effort and duration does not include the effort needed for service management and control processing nor cyber security testing as this is in the remit of the NCSC business area. The number of CRQ of each type included in the service can be modified in accordance with the customer as long as it remains under the ceiling of the service rate. There also is a minimum capacity required to maintain the service and the knowledge required.
Service Reporting: Every quarter provide status updates on the following KPIs: - Number and types of CRQs processed in the quarter
- Number of completed CRQs in the quarter
- Number of CRQs already in the backlog for next quarter
- New CRQs in the reporting quarter
- Quick summary of the highest visibility CRQs
| The activities, which are part of this service are performed in order to provide objective evidence that the software or system under test is of satisfactory quality and meets customer, technical and security requirements. The tests will allow to identify issues and defects and enable them to be corrected in order to reduce the risk of end-users finding failures when the system will be deployed in the live NU and NS NATO environments.
| |
| | INF014 | Transmission Service | Infrastructure Services | 25/07/2024 15:47 |
Service Flavours: NATO Enterprise Static CIS nodes: Wired and wireless service elements are designed and offered as a bundle 3rd Party CIS nodes: Selectable elements out of the existing Service Features
| This service has no security classification and is considered as unclassified.
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | Available NCI Academy Training not covered by service cost:
| A0236 | NATO Networking Infrastructure (CCNA R&S) | | A0650 | CCENT (ICND1) | | A3046 | Network Configuration and Troubleshooting | | A3135 | Implementing and Operating Cisco Enterprise Network Core Technologies (ENCOR) | | A3136 | Implementing and Administering Cisco Solutions (CCNA)
|
| | EAS21 - Transmission Services | | The unit of measure for the Service is 1 for Service Flavour of NATO Enterprise Static CIS nodes. For the 3rd party CIS nodes flavour, the unit of measure depends on the customer requirements and is calculated on an ad-hoc basis. The respective service provision cost is subject to external Service Provider contracts. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | INF014 | Transmission
Service | | 1 | 13,857,973 |
| The Transmission Service provides the network backbone infrastructure over wired or wireless transmissions bearers in order to connect all NATO Enterprise Static CIS nodes under a common Protected Core Community (PCC), underpinning the Network Enabled Capability of NATO. The Service is largely outsourced to 3rd parties (Commercial Service Providers and/or National Defence Networks NDNs). It includes full life-cycle service management like service design, capacity management, configuration and change management, operational support and continual improvement and optimization. | | The Service provides high capacity and resilient transport network infrastructure, scaled to meet the data traffic needs for all NATO Enterprise CIS nodes and future-proofed for additional customer requirements. It ensures effective transport of services and data across NATO by means of a Protected Core Network. The Service is comprised of the following elements:
Wired: delivered by fibre optic cabling as part of contract with Telecommunications Service providers or National Defence Networks (NDNs) providers. Available bandwidths: - 100 Gbps
- 1 Gpbs or multiples
- 100 Mpbs or multiples
- Lower bandwidth based on requirements, costs and geographical constraints
Wireless: relatively short distance, where wired connectivity is not possible or efficient. Consists of links used to connect physically remote sites and come in the form of: - Direct Line of Sight (DLOS): Microwave radio transmission equipment with directional antennas (100-400 Mbit/s), including CIP-67;
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET) Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: Service Availability for the Service is determined annually and is dependent on external support contracts, enabling services and regional support arrangements.
Standard KPIs/KQIs: Availability: Subject to external providers' SLAs and support contracts
| The Service enables the NATO Enterprise static wide area network and provide the primary means by which dependent services and capabilities reach geographically dispersed consumers and users.
| |
| | INF015 | Broadcast, Maritime Rear Link and Ship-Shore (BRASS) System Test Integration and Verification and Reference Maintenance Diagnostic (STIV RMD) Service | Infrastructure Services | 25/07/2024 15:47 | The Service is available as a single flavour. | Available on: NATO Unclassified
| | | Customer Facing | | | Standard Client Services | | | | | | EAS21 - Transmission Services | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | INF015 | Broadcast,
Maritime Rear Link and Ship-Shore (BRASS) STIV RMD | | 1 | 614,071 |
| The NATO Broadcast, Maritime Rear Link and Ship-Shore (BRASS) system is designed to support all NATO Maritime missions. It provides automated support for the NATO Maritime Surface Broadcast, the Ship-Shore and the Maritime Rear Link (MRL) HF communications networks. The System Test Integration and Verification and Reference Maintenance Diagnostic (STIV-RMD) facility replicates a minimal and representative BRASS operational site, mirroring the hardware and software components used in the BRASS Initial Core Capability, to the extent possible, with minimal additional hardware and software modules. The service includes all functions necessary to test and validate all services performed in an operational BRASS node. It is principally used for maintenance, testing and verification of BRASS software and its future implementations and is installed at Casteau Mons (SHAPE, Belgium), in NCIA facilities. The system can also be used for hands-on training of NATO/national BRASS personnel. The STIV-RMD facility interfaces the NGCS (NATO General Communication System) to connect to NCIA radio sites in The Hague and Staelduinen (NLD). The service is built from two nodes. One representing the standard BRASS node and the second allowing the simulation of the traffic up to the HF modem level. It is equipped with standard crypto units that are used in BRASS nodes and can be used in the simulation chains with unclassified traffic and crypto keys.
| | Service Features: - The system includes all functions necessary to test and validate all services performed in an operational BRASS node such as:
- Management of NATO/national Broadcasts, Ship Shore, MRL, MATELO and Point-to-Point circuits (STANAG 4285, STANAG 5066);
- Management of crypto equipment;
- Automatic storage and retrieval of message traffic handled in the centre;
- Remote control of the assets belonging to the system (including radio devices, antennae and communication links)
- The system includes the necessary hardware capacity and the full set of software tools required to maintain the BRASS software
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 98.0% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| The BRASS STIV-RMD facility allows testing of the key-streams transmitted/received by radios at the NCIA sites (HF TX in Staelduinen and the HF RX radio site in The Hague) without engaging assets required for military operations. The service design allows the simulation of the traffic without the need to use full radio equipment chains. The BRASS STIV-RMD facility is built in a manner similar to an operational system. The system processes, stores and disseminated unclassified data only and doesn’t perform real operational activity, which makes STIV RMD a perfect tool to perform hands-on training for the NATO and national BRASS personnel.
| |
| | APP013 | Data-centric Information Services Gateway (DISG) Application Service | Application Services | 26/07/2024 08:45 | Service Flavours: - APP013-1 Product management: This is the product management for DISG.
- APP013-2A Standard connection – small (per site): connecting up to 5 sites.
- APP013-2B Standard connection – medium (per site): connecting 5-10 sites.
- APP013-2C Standard connection – large (per site): connecting 10+ sites.
- APP013-2D Diode (per site)
- APP013-2E Tailored (custom calculated)
| NATO Secret Availability on any other security domain is TBC upon a New Service Request.
| | | Customer Facing | | | Standard Client Services | | | | | SEC011 Gateway Security Service (If used in a Scenario C case) | SCOI16 - C2 Interoperability Test and Assessment (IOTA) Service | | Service Cost / Price: For the flavours/options where there is a defined unit of measure, a standard service cost is specified. For the Tailored option, the unit of measure is 1, the total of the service delivery cost for these flavours is charged in accordance with specifically arranged conditions of the service delivery.
The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place. | Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) |
APP013
| DISG
Application Service (1)
| APP013-1 Product management
| Per Site | 235,033 | | APP013-2AD DISG Standard connection – small - deployment
| Per Site
| 15,186
| | APP013-2A DISG Standard connection – small
| Per Site
| 22,525
| | APP013-2BD Standard connection – medium – deployment
| Per Site | 20,228
| APP013-2B Standard connection - medium
| Per Site | 45,048
| | APP013-2CD DISG Standard connection – large – deployment
| Per Site | 24,399
| | APP013-2C DISG Standard connection – large
| Per Site | 67,571
| | APP013-2DD Diode deployment
| Per Site
| 8,456
| APP013-2D Diode
| Per Site | 22,525
|
(1) Deployment
rate is applicable only once for new sites, however for SHAPE instances the
rate is applied yearly.
| The DISG (Data-centric Information Services Gateway) Application Service
provides functional service proxies (FAS Proxy) that support Information
Exchange Gateway (IEG) solutions to enable cross-domain exchange of operational
data (e.g. Chat, TDLs, JISR, Air, Land, and Maritime). DISG can support IEG-B and IEG-C scenarios
(NATO Secret to NATO-Nation Secret enclave, and NATO Secret to NATO-led Mission
Secret enclave [reference ADaTP-34 NC3TA Vol. 2 v7, 2005]), which are the most
relevant for NATO and partner nations.
| | Service Features: The DISG Service is designed to extend an IEG for Core Services (such as email or web browsing) with extra functionality (in this case with Functional Services). The purpose of DISG are: (1) Label – determine and mark the security classification of information passing the IEG, in order to ensure that the information reaches the intended audience, (2) Sanitize the information that is intended to leave the security domain. This sanitization will happen according to rules, and it removes or modifies data contents in order to be able to release functional services data into another domain, (3) Sign – ensure that data or its security classifications are not changed, by adding digital signatures to the data, when converting data to XML format, (4) Verify and guard – ensure the validity of the data by verifying adherence of data to the applicable standards or STANAGs (e.g. STANAG 5516 for Link 16 or XMPP standard for JCHat) both when entering the IEG and when exiting it. Invalid data will not pass the IEG. The DISG supports multiple formats and protocols, including within the Tactical Data Link (TDL), Message Text Format (MTF), and Chat (XMPP) domains. (5) The Diode option is special use case for low to high traffic and provides a way to bridge networks all the way from UNCLASSIFIED to SECRET. It offers a unique HTTP(S) interface to seamlessly integrate into existing infrastructure. It can also leverage DISG to support the full suite of DISG supported protocols. The service includes the following activities: • Support for Incidents and Service request • Problem management • Monitoring and Event management (if agreed with Customer and remote access is possible) • Yearly software upgrade in line with the NCI Agency approved DISG version (A2SL).
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service support levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| Effective operations require the exchange of a wide variety of data
within and between Command and Control (C2) systems. The traditional approach
to multi-security-domain networking, forbids most information flows crossing
the boundary of the security domain. This restrictive approach results in
serious limitations to the information exchange requirements among C2 entities.
Cross security domain services mediate in any
information exchange occurring between the different information domains and
levels of classification. The DISG Application Service provides the user
with the integration of both Tactical data Link and chat services between
distinct security domains, while protecting information assets of the
participants in a federated environment. | |
| | APP025 | Naval Mine Warfare Support Application Service | Application Services | 26/07/2024 08:51 | Service Flavours: The service is available as a single flavour. | | | | Customer Facing | | | Standard Client Services | | | | | WPS001 – Managed Device Service | | | Service Cost / Price: The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP025 | Naval Mine Warfare Support Service | | 1 | 249,614 |
| he Naval Mine Warfare Support Application Service consists of MCM EXPERT, which is a tool used for planning Naval Mine Counter Measure (MCM) operations to achieve user-specified level of clearance of maritime channels through uniform and non-uniform coverage according to the doctrine stipulated in STANAG 1454. The service is used on standalone computers at operational-level NATO sites and on board MCM vessels at tactical level.
| | The Naval Mine Warfare Support Application Service provides the ability
to build Uniform and Non-Uniform MCM plans based on level of clearance,
remaining risk, and Non-Uniform plans for time-constrained operations. Metrics
of clearance, and remaining risk, achievable with the selected plan presented
to the user. | Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability
| The Naval Mine Warfare Support Application Service offers the user a
Graphical User Interface (GUI) for interactive planning of MCM operations. Based
on the user inputs for a number of MCM operation types, MCM EXPERT provides the
user a response in the form of a set of minesweeping or mine hunting tracks,
with specific placement across the channel, and the clearance and remaining
risk level achieved after completion of the given plan. | |
| | APP032 | Personnel Management Application Service | Application Services | 26/07/2024 08:54 | Service Flavours: The APMS is a core Flavour, while AMIS, ISIPS and HR Portals are extended flavours that can be added to meet specific customer needs.
| | | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | |
WPS001 Managed Device Service WPS002 Entreprise Identity Access Management Service WPS008 Enterprise Service Operations Centre Service SEC015 Security Certificate Service
LEG008 Local Other Service
| SCOI45 - Human Resources Application Service | | The cost is calculated per Flavour per Number of Posts. The price details available in the Service Rates document. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place. | Service Name | Service Flavour/Option | Service Unit | Service Rate 9.1 | | O&M only | | (EUR) | | APP032 | Personnel Management Application Service | APP032-1: APMS | Per user | 43 | APP032-2: ERT | Per user | 4 | APP032-3: Sequence | Per user | 11 | APP032-4: AMIS Core | Per user | 42 | APP032-4.1: AMIS Kiosk | Per Kiosk | 665 | APP032-4.2: AMIS Web Enrolment | Per enrolment | 216 | APP032-5: NSTEP | Per user | 10 | APP032-6: NIACS | Per User | 7 | APP032-7: ISIPS | Per User | 15 | APP032-8: HR-Portals
| Per User | 1
|
| The Personnel Management Application Service is supporting the Human Resource community by providing users with tools and systems for supporting day-to-day operational activities such as Personnel, Jobs, and Organization Management for the NATO static and deployed Command Structure. The Service enables the user to access, collect, store, manage, analyse, present, process, and disseminate human resource information. | |
This service can be tailored by the customers selecting the required service features (applications and portals) only. Service features are grouped into service flavours as below:
- Applications in scope of this Service - Service Flavours
Flavour Personnel and Manpower Management System – APMS Application; APMS is a highly configurable and modular software suite designed for military organisations consisting of four core areas: Post and Organizational management, Personnel Management, Manpower and Manning Reporting, and Billeting. APMS draws data from the full spectrum of existing sources, which is then exploited to provide Commanders and Staff with an aggregated, costed, synchronised and timely view of the full spectrum of military activity.
| Flavour Establishment Review – ERT Application; ERT application allows to perform regular changes to establishments and organizational details (i.e. Establishment review (approx. every 5 years), Units reviews (approx. every 3 years), Crisis Establishments change every 6 months, Individual Post Changes (many each year). Note: This Flavour requires APMS as a prerequisite;
| Flavour Workflow Management System – Genpact Sequence Application; Sequence application is a COTS component within APMS used to design, develop, maintain and execute HR business work-flows. Existing workflows: NSTEP processing, Out-processing, In-processing, Absence Management, Skills Self Certification. Note: This Flavour requires APMS as a prerequisite;
| Flavour Card Identification and Security Management – AMIS Application; AMIS is the NATO card management system authorized to provide unique NATO ID card for physical access for NATO personnel as well as encoding user and administrator certificates onto PIV (Personal Identity Verification) smart card for computer system authentication. Note: This Flavour requires APMS as a prerequisite;
| Flavour Privileges and Immunities Management – NSTEP Application; NSTEP is a tax-free privilege system allowing NATO AMIS ID card holders to receive, consume and track their privileges and entitlements offered by NATO host nations.
Note: This Flavour requires AMIS as a prerequisite;
| Flavour Installation Access Control System – NIACS Application; NATO Installation Access Control System provides the capability to verify the validity of a NATO AMIS ID card as well as checking the access to a given installation or security area.
Note: This Flavour requires AMIS as a prerequisite;
| Flavour NATO Installation Access Control System Companion Applications; Companion applications were designed to work together with the NIACS service in order to support fixed access points where wireless capabilities are limited while providing a minimal set of information to the operators.
Note: This Flavour requires AMIS as a prerequisite;
| Flavour ISIPS: Installation Visitor Management and Host Nation Support; ISIPS allows Registration Offices to record and manage host nation specific personnel information as well as register vehicles with local authorities. The system allows reporting on relevant information focusing on site and host nation regulations. ISIPS allows Security forces and International Military Police to record visitors, visitors passes, vehicle visitors and link them with the sponsor information allowing them to create meaningful reports for longer periods of time.
Note: This Flavour requires APMS as a prerequisite;
| Flavour HR Portals: - Performance Management System – NPMS Application;
Performance Management System allows HR community to perform the Annual Performance Appraisal for NATO International Civilians, setting annual objectives and performing the need it mid-term and annual reviews. HR community dashboards with relevant information for specific user groups: - HRDS Dashboard (NU/NS)
- Commanders Dashboard (NU)
- ERT Portal (NS)
- HRDS Business Portal (NU/NS)
- International Military Police (IMP) (NU)
- TESSOC
Note:
This Flavour requires APMS as a prerequisite;
|
- Activities in scope of this Service:
Service Management of entire service lifecycle including regular user communication; Supplier Management: - Management of the required 3rd party contracts (contract signature, extension or termination as required)
- Monitor delivery of 3rd party services/goods;
Application Management: - New Capability Development:
- Requirements Analysis, Solution proposal, Cost estimation, Development (including SW changes with 3rd party vendors as required) and Assignment of changes into logical release packages;
- Incident Management:
- Issue Investigation and Resolution; Escalation of tickets to 3rd party supplier when required and follow up until their final resolution;
- Independent Verification & Validation:
- Change Configuration Proposal (CCP) Submission and Follow up;
- Deployment:
- Configuration & Reconfiguration;
- Deploying & Release, and Patches Management;
- Operations:
- Operate and perform the required maintenance on the application servers and the underlying platform.
- Operate and perform the required maintenance on the databases including backup, restore and replication.
- KPI Monitoring
- Maintenance of the related AD Components;
- Set up and Maintenance required Reference/Test and Development environment in DEVOPS and make it available for the Senior User representatives.
- Sequence Management;
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: Service Availability[1] Target: 99.5% Service Restoration: for NCS customers, the restoration priority will be as specified in centralised or local service level agreement.
N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
[1] The minimum “Monthly Uptime Percentage" for a Service is calculated by the following formula: (Available Minutes* - Downtime) / Available Minutes x 100 *Minutes available during agreed reporting period excluding planned maintenance minutes | The Service offers the user improved accuracy, relevance, and timelines of information, thus supporting more efficient HR processes and procedures. Furthermore, it enables improvements for Manpower Modelling, Crisis Establishment (CE), and Crises Response Operations (CRO) by reducing analysis and reporting workloads and through the production of standardised executive summaries and reports. It also enables the usage of a single identity token for physical and logical access control, visual identification and entitlement tracking. | |
| | APP033 | INTEL FS Application Service | Application Services | 26/07/2024 08:58 | Service Flavours: The INTEL FS Application Service can be fully customized and provided with different components enabled/disabled: LEP, RFI, Imagery, ASAS products, RSS, Administration, Domain Value management, CSD, etc. | Available on: NATO Secret
Mission Secret
| | | Customer Facing | | | Standard Client Services | | | | Available NCI Academy Training not covered by service cost: | A9026 | Intelligence Functional Service (INTEL-FS) Basic User | | A9027 | Intelligence Functional Service (INTEL-FS) Battle Space Objects (BSO) | | A9032 | Intelligence Functional Service (INTEL-FS) Organisational Node Administration (ONA) | | A9044 | NATO Intelligence Functional Areas Services Training (NIFST) | | A9061 | Intelligence Functional Service (INTEL-FS) Intelligence Request Management | | A9064 | Intelligence Functional Service (INTEL-FS) System Administrator |
| WPS001 Managed Device Service APP055 Core GIS Geospatial Service
| SCOI24 - Intel Applications Support Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP033 | INTEL
FS Application Service | | 1 | 4,908,128 |
| The Intel FS (Intelligence Functional Service) Application Service provides an integrated, robust and flexible capability supporting a suite of services available throughout the Bi-Strategic Command (Bi-SC) Automated Information System (AIS) to support the direction, collection, processing, and dissemination of intelligence in a timely and responsive manner in accordance with NATO policy, doctrine and guidance. | | The INTEL FS Application Service is comprised of the following features that combined support an overall intelligence cycle: • Intelligence Direction (Request For Information (RFI) and Intelligence Requirement Management). • Intelligence Search, and Analysis. • Intelligence Processing – creation/management of intelligence products such as Battle Space Objects (BSO) and Intelligence Surveillance Reconnaissance products (ISR Products). • Intelligence Management. o Maintenance of Intelligence products. • Intelligence Dissemination. o Dissemination of intelligence products to the intended recipients.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| Intel FS Application Service provides the NATO Intelligence Community with a capability that enables the following operational benefits: - Sharing of intelligence services and data across NATO at all levels of command.
- Manage the direction, collection, processing, and dissemination of intelligence requirements.
- Enhance the dissemination of intelligence with Nations and other domains.
- Enhanced analysis and exploitation capabilities.
- Manage posting and publication of intelligence products.
- Information exchange supporting situational awareness, common operational picture and targeting.
- Support the management of the intelligence processes.
- Provide search and analytical capabilities to retrieve/analyse intelligence information.
- Support the generation and the management of Intelligence Information.
- Provide specialised functionalities in support of specific domains (imagery, local employee personnel, and battlespace objects).
- Provide intelligence collaboration and synchronisation mechanisms to share intelligence across NATO according to Communities of Interest.
- Support interoperability with external systems.
- Manage Users and Permissions.
- Support all operational mission types.
| |
| | APP037 | Employee Performance Management Application Service | Application Services | 13/04/2023 12:02 | Service Flavours: The Service is available as a single flavour. | Available on: NATO Restricted
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | | WPS001 – Managed Device Service
| | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. | The Employee Performance Management Application provides a web-enabled platform which allows stakeholders to assess employee performance through goal-setting and tracking, customizable review forms and scales, 360 degree feedback gathered from peers, competency tracking, and more. The application supports the performance management processes and activities which ensure that goals are consistently met in and efficient and effective manner. | | The Employee Performance Management Service provides the following features: - Ad Hoc Reviews
- Alerts / reminders
- Appraisal History Tracking
- Cascading Goals
- Competency Tracking
- Custom Rating Scales
- Goal Setting and Tracking
- Individual Development Plans
- Self Service Portal
- Performance appraisals
- Integrated reporting features (PDF, online)
- Support for review cycles (configurable)
- Notifications via email
- Performance Management Dashboard
- Reporting / Status reports
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period is 8 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| | |
| | APP045 | SIGINT COINS Application Service | Application Services | 20/07/2023 16:07 | | | | | Customer Facing | | | Specialized Community of Interest (CoI) | | | | | | SCOI30 - Signals Intelligence (SIGINT) Support Service, SCOI35 - Electronic Warfare Support Service | | The service is classified. Further information is available upon request and relevant clearance.
| The service is classified. Further information is available upon request and relevant clearance.
| | | Available | | | | | | |
| | APP046 | HMART Application Service | Application Services | 26/07/2024 09:02 |
Service Flavours: HMART supports HUMINT/CI operations by two distinct operational modules. HMART SD – deployed on stand-alone laptops to provide the best protection of the identities of human sources. HMART OM – as a networked capability used within the J2X structure for reporting and support to HUMINT/CI mission planning.
LEP – as a networked capability used within the J2X structure for vetting locally employed personnel. Can be integrated within HMART OM.
| NATO Unclassified (Training and exercise only) NATO Secret (HMART OM/LEP) NATO Secret stand-alone (HMART SD)
| | | Customer Facing | | | Enterprise Access Services | | | | Available NCI Academy Training not covered by service cost: | A9015 | J2X Intelligence Systems
|
| HMART SD HMART SD is designed to run on stand-alone ruggedized laptops (TEMPEST level B) with hardware encrypted HDD when used for operational purposes. HMART OM/LEP HMART is a fully web based application that requires a server installation. Client machines only require a HTML5 compatible browser like Chrome, IE11 or MS Edge.
| SCOI27 - Human Intelligence (HUMINT) Support Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP046 | HMART
Application Service | | 1 | 270,673 |
| The Human Intelligence (HUMINT) and Counter Intelligence (CI) support service offers subject matter expertise (SME) support to the applications used by HUMINT and CI. The applications facilitate users to collect intelligence provided by human sources. It includes the systematic and controlled collection and exploitation of HUMINT/CI by interaction with human sources, objects, or individuals. HUMINT and CI activities involve safeguarding and exploitation of human sources, and efficient collection, reporting and analysis integrated within the overall intelligence environment to provide decision makers with timely and accurate information necessary for conducting successful military operations. | | HMART consists of three modules that serve different parts of HUMINT and CI operations. HMART SD (Source management and de-confliction) – a stand-alone module running on secured and ruggedized laptops within NATO lead operations. The purpose of the module is to maintain information that could potentially reveal the identity of the source. The module has the following functionalities: - Management of a dossiers of human sources
- De-confliction of human sources based on biographic and biometric characteristics.
- Biometric comparison based on biometric modalities of face and finger print information.
- Biographic (or heuristic) characteristics that are the basis for de-confliction other than biometrics. Eye colour, estimated year of birth, living location, weight, tribe and many other fields considered to identify possible duplicate sources.
- Secured exchange of source information within the J2X command structure.
- Powerful search functions to allow for analytical processing of source information. Structured searches based on metadata fields, geographically oriented search and unstructured full text search in order to quickly identify the human source coverage within an area of operation.
HMART OM (Online Module) – an online reporting module for HUMINT operations and support to HUMINT mission planning. - Internal and external report writing based on NATO HUMINT doctrine (AIntP-5)
- Fragmentation Order (FRAGO)
- Debriefing Area Reconnaissance (DBA RECCE)
- Contact Form
- HUMINT Report
- CI Report (CI)
- Liaison Contact Report (CI)
- A workflow driven report life cycle that contributes to timely reporting and improved quality of reports produced.
- An operations (OPS) matrix used for HUMINT mission de-confliction at J2X level.
- Support to analytical processes. E.g. identify the operational value of a source based on information provided by a source.
- Interoperability with J2 for external reports (CI Report and HUMINT Report)
- A central repository for all HUMINT reporting containing historical reference data and supports data analysis.
LEP – an online module to support the Locally Employed Personnel vetting procedures. - Management of a dossiers of LEP's, Screening files, addresses, employment etcetera.
- De-confliction of LEP's based on biographic and biometric characteristics.
- Biometric comparison based on biometric modalities of face and finger print information.
- Biographic characteristics that are the basis for de-confliction other than biometrics. Eye colour, estimated year of birth, living location, weight, tribe and many other fields considered to identify possible duplicate sources.
Sub-Services:
- HMART implementation, integration and customization.
- Operations and maintenance (HW and SW upgrade, annual biometric maintenance licences, release and change management, system administration, monitoring, etc.).
- Training of HMART users and administrators either at the NCI Agency, HUMINT Centre of Excellence (HCOE) or on-site.
- HMART support during the preparation and conduct of operations, exercises and experiments.
- Information gathering for technical and training support.
This service provides full or partial technical and training support in the HUMINT information gathering, process and design, and production of tailor made reports.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting:
Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service support levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| HMART consists of two separate but related modules that address the HUMINT requirements (HMART SD and HMART OM). The modules combined provide support to the HUMINT process for NATO lead operations ranging from: - Securely managing the highly sensitive identities of human sources,
- Support to HUMINT mission planning.
- NATO HUMINT doctrine standards based report writing (AIntP-5).
- Workflow driven life cycles of reports providing the mechanism to improve the quality of reporting and ensure the proper sanitization of information.
HMART OM also embeds a module LEP (Locally Employed Personnel) that support the CI Vetting processes within operational theatres.
| |
| | APP047 | Allied Command Operations Open Source System (AOSS) Application Service | Application Services | 26/07/2024 09:02 | The AOSS is available with different resources, and the following components are available separately:
• GeoTagger: produces GIS layers (KML and NVG 1.4 and 1.5)
• RSS feed provisioning (e.g. into SharePoint) • Topic based Email notification service • A set of web services that can be used without the AOSS front-end interface o Text highlighting web service o Category suggestion (meta tagging) • Document Processing Service (DPS) powerful event based file handling service
| Internet facing NATO Unclassified NATO Secret Mission Secret
| | | Customer Facing | | | Standard Client Services | | | | Available NCI Academy Training not covered by service cost: | A9039 | Allied Command Europe Open Source System (AOSS) | | A9044 | NATO Intelligence Functional Areas Services Training (NIFST) |
| WPS001 - Managed Device Service. | SCOI26 - Open Source Intelligence Support Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP047 | AOSS
Application Service | | 1 | 4,076,409 |
| AOSS is a centralized web-based application that constantly collects open and subscribed source information from news agencies and Internet and transfers it in real time to the different networks within NATO. The core of AOSS uses the enormously powerful IDOL search engine from Hewlett-Packard, which allows AOSS to index a nearly unlimited amount of any type of documents and search them rapidly. Being a semantic engine, it offers “entity extraction" (i.e. it recognises persons, places, amounts, etc.) as well as multilingual automatic categorisation, highlighting, taxonomies, metadata extraction, clustering and a lot more. | | The AOSS Service offers the user: - Real-time (24/7) indexation of feeds and images from external agencies (e.g. Reuters, Associated Press, Factiva (Dow Jones), Agence France Press, etc.) to make them available on the NATO networks.
- News feeds categorization by topics of interest.
- Web services for integration into other systems
- A simple and advanced search through the feeds and images.
- Watcher service: automatic search queries with notifications of new hints (also on mobile devices).
- Geocoding: the search results per each country visualised on the World Map.
- A cluster map tool to identify areas of high activities displaying data using a heat image.
- Statistics, trends and analysis of news feeds.
- Alerting: COI related content Email dispatching.
- A scrapbook metaphor to generate draft Intel products and briefs.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| An estimated 80% of required information available for use in open sources for specific information vital for a deep analysis is available in newspapers, magazines, industry newsletters, television transcripts, and blogs. By using OSINT services, the Intel Analysts are able to get pertinent and essential information in the most effective way. Intel Analysts will find in AOSS the Political, Economic and Military Indicators and Trends they need to correlate with their findings, and updates on the classified side. Public Information Officers will use the watcher and report generation features to produce a daily Open Source compilation for their Commander-in-Chief. OSINT is unclassified and available, but link-crawling search engines like Google do not always access it. By researching various sources online, the OSINT service provides more information about what a company, individual, group, or country is up to, but it's not always easily found. The use of OSINT has grown within the private sector as well as being a mainstay of the military and the intelligence services for years. - Uncovering: Knowing who knows about the data and knowing where to look and we get the appropriate data are the key process which leverages distributed centres of expertise and archival knowledge.
- Discrimination: Careful discrimination between good and bad sources, current and outdated sources and relevant and irrelevant sources is part of the unique value of the process.
- Refining: The most important value added by the process is that of Refining; the final research report may be as short as a paragraph or a page.
- Delivery: The best intelligence/research in the world is useless if it cannot be delivered to the client in a timely fashion and in a format that can be easily understood.
| |
| | APP048 | Analyst Notebook (ANB) Application Service | Application Services | 26/07/2024 09:03 | Service Flavours: The service is available as a single flavour. However, there is an extensive range of options available to extend further i2 Analyst's Notebook capabilities in order to provide even greater value to analysts and their wider organization. These come with additional costs: - Data Centric Analysis—IBM i2 Analyst's Notebook Premium
- Data Acquisition—IBM i2 iBridge, IBM i2 Information Exchange for Analysis Search
- Geospatial Analysis—IBM i2 Analyst's Notebook Connector for ESRI
- Unstructured Data Analysis—IBM i2 Text Chart, IBM i2 Text Chart Auto Mark
- Collaboration—IBM i2 Analyze (via i2 Analyst's Notebook Premium), IBM i2 iBase
- Extensibility—IBM i2 Analyst's Notebook SDK
| Available on: NATO Unclassified
NATO Secret
Mission Secret (MS)
| | | Customer Facing | | | Specialized Community of Interest (CoI) | | | |
Available NCI Academy Training not covered by service cost: | A9014 | NATO Use of IBM Analyst-s Notebook User |
| WPS001 - Managed device service. | SCOI24 - Intel Applications Support Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP048 | Analyst
Notebook (ANB) Service | | 1 | 169,658 |
| ANB offers a visual analysis environment designed to help analysts to turn large sets of disparate information into high-quality actionable intelligence and to help identify, predict, and prevent criminal, terrorist, and fraudulent activities. A flexible data acquisition approach allows analysts to more quickly collate both structured and unstructured information to help build a single, cohesive intelligence picture. The flexible data model and visualization environment coupled with a wide range of visual analysis tools help users build multiple views for detailed network, temporal, statistical, or geospatial analysis and reduce the time taken to identify key connections, networks, patterns and trends that may exist. The results gained from this detailed analysis may be shared via intuitive and visual briefing charts or visualizations that can be included in end intelligence products. | | The Analyst Notebook (ANB) Service offers the user: - Acquire data from disparate sources in order to piece together a coordinated picture that allows for an effective, more accurate analysis of available information.
- Establish key “who, what, where, when and why" information by analysing and visualizing data in multiple ways including association, temporal, geospatial, statistical, spreadsheet views and social network analysis, "list most connected" and "find connected networks".
- Identify connections, patterns, trends and key intelligence within a wide range of data types that might otherwise be missed.
- Discover duplicate information within data by leveraging intelligent semantic smart matching capabilities.
- Increase understanding of structure, hierarchy, method of operations and key individuals or groups within criminal, fraudulent and terrorist networks and the roles they may play, helping to guide future operational planning and resource allocation.
- Create clear and concise briefing charts to simplify complex data in support of more timely and accurate operational decision making.
- Simplify the communication of complex data to enable timely and accurate operational decision making.
- Capitalize on rapid deployment that delivers productivity gains quickly using a well-established visual analysis solution.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| - Flexible data acquisition: rapidly import structured data, simplify the manual data entry process, connect to and query available data sources.
- Flexible data model and representation (environment that offers users flexibility in how data is modelled and visualized).
- Simple communication of complex data (intuitive and easy-to-follow visual briefing charts).
- Powerful analysis capabilities (wide range of analysis capabilities).
- Extensibility (see Service Flavours).
| |
| | APP056 | ISR Collection Management Tool (ICMT) Application Service | Application Services | 26/07/2024 09:09 | Service Flavours: The service is available as a single flavour. | | | | Customer Facing | | | Standard Client Services | | | | Available NCI Academy Training not covered by service cost: | A9030 | Intelligence Collection Management Tool (ICMT) |
| WPS001 – Managed Device Service | SCOI29 - Information Requirements Management (IRM) & Collection Management (CM) Support Service | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP056 | ISR
Collection Management Tool (ICMT) Application Service | | 1 | 1,062,350 |
| The ICMT Service provides a capability to effectively manage the satisfaction of Prioritized Intelligence Requirements (PIRs): plan, task, monitor theatre-wide ISR collection capabilities, manage intelligence documents, and disseminate products. It also facilitates the collection of short-notice requests and requirements in a timely manner. The ICMT Tool has two functions: Intelligence Requirements Management function (IRM) and Collection Management function (CM), of which IRM usually is not used by the NATO entities. Collection Management function supports users in developing and disseminating CRs. The purpose of CRs is to combine (or bundle) similar Essential Elements of Information (EEIs) from the ICP (similar with regards to locations, time and required ISR capabilities) to propose doing as much as possible with the limited ISR resources. CRs are recorded and tracked in the ISR Plan with associations to the EEIs that they satisfy in the ICP. The system provides support to process Collection Requirements List (CRL) and Collection Task List (CTL). When collection coordination is required CRs are passed up the chain of command as validated and prioritised CRs in the CRL. At the joint level CRs assigned to subordinate commands/units are disseminated as CTL. ICMT provides support to develop and disseminate Collection & Exploitation Plan (CXP). The CXP is the plan that provides detail of the tasks assigned to specific ISR capabilities to meet the formation's collection requirements. The CXP is based upon own formation's or CRs assigned from the JCMB received through the CTL. ICMT also provides functionality to disseminate CRs as ISR Requests and Tasks (ISRRs), and to manage received ISRRs. | | - Intelligence Requirement Management
- Develop, receive, manage and track Priority Intelligence Requirements (PIRs) and IRs.
- Developing and maintaining the ICP.
- Collection Management
- Develop and disseminate CRs (CRLs and CTLs)
- Process Collection Requirements List (CRL)
- Process Collection Task List (CTL)
- Develop and disseminate Collection & Exploitation Plan (CXP)
- Functionality to disseminate CRs as ISR Requests and ISR Tasks (ISRRs)
- Manage received ISRRs.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during:
• Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| ICMT is a client/server solution making it possible for the different roles involved in the IRM & CM processes to work in parallel on a common database. Support for development of Intelligence Requirements and Intelligence Collection Plan (ICP) is provided in the new Intel Collection Plan workspace. Support for the management of Requests for Information (RFI) is improved and now supported in the new Requests workspace. Additional values are: - Support for dissemination of the ICP in xml format.
- Support for development of both Collection Requirements (CR) and ISR Plans are new capabilities provided in the ISR Plan workspace.
- New capabilities to manage ISR Requests (ISRREQ) and ISR Tasks, which is a significant improvement of support for Collection Management. Collection Requirements can easily be exchanged between commands and ISR units as ISR Requests and ISR Tasks.
- Dissemination of the Collection Task List (CTL) in xml format is supported.
- Support to import of and export to excel sheets that comply with MAJIIC 2 Bravo .1 Baseline for the information content.
- Configurable to connect to the MAJIIC 2 Bravo .1 JISR COI Technical Services enabling interoperability with national and NATO systems that are Bravo.1 compliant.
| |
| | APP057 | INTEL FS SIGINT Capability (ISC) Application Service | Application Services | 20/07/2023 16:08 | | | | | Customer Facing | | | Standard Client Services | | | | | | | | The service is classified. Further information is available upon request and relevant clearance.
| The service is classified. Further information is available upon request and relevant clearance. | | | Available | | | | | | |
| | SEC001 | Security Accreditation Support Service | Security Services | 26/07/2024 09:34 | Service Flavours: The Service is available in the following flavours:
- Security Accreditation Preparation and Documentation (New Systems): As described in the Service Feature. This flavour must be funded by each project that is seeking to achieve accreditation.
- Security Accreditation Support (In-service systems): As described in the Service Feature.
| Service Available on: Network Neutral
| | | Customer Facing | | | Standard Client Services | | | | | Validation of operational requirement for new CIS and extension of CIS in service. | EAS13 - Cyber Defence Services | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery for In-service Systems. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | SEC001 | Security
Accreditation Support Service | | 1 | 1,150,149 |
| The Security Accreditation Support Service provides guidance and support for security accreditation and re-accreditation activities for active and pipeline services, including the preparation of documentation required to support Security Accreditation. This service only includes the Agency's centralised resources required for delivery. Local support from collocated staff in support of day-to-day operations is not included and must be funded locally.
| | Security Accreditation Support Service is comprised of the following elements:
Security Accreditation Preparation and Documentation (New Systems): Development of Security Accreditation Plan (SAP) together with project manager and obtaining approval to proceed from relevant Security Accreditation Authority (SAA). Working together with project team on development of security accreditation package (usually CIS description, Security Risk Assessment, Security Requirement Statement, Security Operating Procedures and Security Test and Verification Plan and Security and Verification Test Report) for new systems. Providing guidance and assistant to project team. Review of security accreditation package developed by project team. Coordination with relevant NATO Security Accreditation Authorities during project life cycle. Serves as first Point-of-Contact for Accreditation of new systems. This service feature is only available to and funded by projects that deliver new CIS that require accreditation.
Security Accreditation Support (In-service systems): Provision of cyber security technical and policy support to Operational Commands and CIS Operating Authorities to manage risks and assist in the continued security accreditation of their CIS. Working together with System Managers and CIS Security Officers on updating of security accreditation package (usually CIS description, Security Risk Assessment, Security Requirement Statement, Security Operating Procedures and Security Test and Verification Plan and Security and Verification Test Report) for re-accreditation of systems in service. Providing guidance and assistant to System Managers and their team. Review of security accreditation package during CIS re-accreditation process. Comprehensive coordination with the NATO CIS Security Accreditation Board (NSAB) or any applicable Security Accreditation Authority (SAA). Guidance and support on security accreditation and re-accreditation activities as required by the NATO SAA's. Support for development of security accreditation strategies. Serves as first Point of Contact for re-accreditation of in-service systems.
CIS Security Conformity Support: Support towards formal attestation (e.g. in form of Electronic Security Conformance Statement (ESECS) for DCIS) that the prescribed security measures from CIS-specific security accreditation package are in place. This ensure that new or modified CIS meet the security expectations of the customer as well as the requirements of the NATO Security policy and supporting directives before being deployed and activated.
Coordination in Security Risk Assessment Working Groups: Support, lead, or coordinate Security Risk Assessment Working Groups for NATO programmes or projects. This includes lead or coordinating the meetings and ex-committee work, providing advice regarding security risk assessment and risk management process, and support conducting SRA by the Group. Specifically for the NATO Security Risk Assessment Group (NSRAG) this services entails the review and approval (in coordination with SAAs) of the specification of risk assessment/management tools used for NATO CIS (e.g. NATO profile for PILAR), the development and maintenance of generic security risk assessment for NATO CIS scenarios as well as support of NOS and the Security Committee in CIS Security format in the review / development of NATO documents addressing security risk assessment / management and provision of support to NSAB.
Support for Board of CIS Operational Authorities (BCISOA): in 2022 NCI Agency NCSC Accreditation Support Office became an augmented member of BCISOA (Ref. OCIO(2022)0147 dated 13/12/2022). This service feature includes participation and contribution to BCISOA meetings, conducting relevant actions from these meetings and ex-committee coordination with BCISOA members.
| Available | | Support Hours:
Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET)
• Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record
the Incident/Service Request and take escalation action if necessary.
Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time).
Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number
Belgium +32 65 44 3177
Netherlands +31 70 374 3177
Italy +39 081 721 3177
Germany +49 282 4978 3177
USA +1 757 747 3177
For NATO HQ +32 02 707 5858
| | Standard Service Support Levels: N/A | Support to Cyber Security - Assessment. This service enables the reduction of security risk to the NCI Agency, ensuring Cyber Security Policies, Architectures and Acquisition strategies, internally and externally, are coherent and effective. Additionally it provides assurance and stability of a well understood regulatory framework by all stakeholders. | |
| | APP026 | Virtual Battle Simulation (VBS) Application Service | Application Services | 26/07/2024 08:51 | Service Flavours: The Service is available as a single flavour.
| | | | Customer Facing | | | Standard Client Services | | | Reserved | | WPS001 – Managed Devices Service
| | | The unit of measure for the Service is 1. The total of the Service delivery cost is charged in accordance with specifically arranged conditions of the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP026 | Virtual
Battle Simulation (VBS) Application Service | | 1 | 16,830 |
| The Virtual Battle Simulation (VBS) application service supports an exercise control organisation in maintaining a virtual situation of the battle space consistent in time and space at the level of detail of individual actors with a degree of realistic visualisation. The VBS application is a commercial-off-the-shelf immersive training application used to simulate a real-time video stream. It functions as stand-alone or connected to the JCATS model.
| | | Available | | Support Hours: Centralised Service Desk specialist agents are available during: • Monday to Thursday: 0600 to 2200 (CET) • Friday: 0600 to 2000 (CET) Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary. Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time). Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number Belgium +32 65 44 3177 Netherlands +31 70 374 3177 Italy +39 081 721 3177 Germany +49 282 4978 3177 USA +1 757 747 3177 For NATO HQ +32 02 707 5858 | | Standard Service Support Levels: Service Availability[1] Target: 99.5% Availability Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
[1] The minimum "Monthly Uptime Percentage" for a Service is calculated by the following formula: (Available Minutes* - Downtime) / Available Minutes x 100 *Minutes available during agreed reporting period excluding planned maintenance minutes | This application service supports exercise designers and control organisations in generating life-like visualizations of the relevant battlespace. | |
| | APP059 | Joint Exercise and Management (JEMM) Application Service | Application Services | 26/07/2024 09:10 | The service is available as two flavours. A non-BMD and a BMD flavour.
| Available on: NATO Secret Mission Secret PAN
| | | Customer Facing | | | Other Services | | | | Available NCI Academy Training not covered by service cost:
| A5002 | MEL/MIL | | A5004 | JEMM Data Administrator | | A5006 | Joint Exercise Management Module (JEMM) system administrator
|
| Service prerequisites: WPS001 – Managed Devices Service
| | | Service Cost / Price: The unit of measure for the Service is 1. The total of the Service
delivery cost is charged in accordance with specifically arranged conditions of
the Service delivery. The 2025 Service Rates v9.1 below are valid for all NCI Agency customers, with exception of the NHQ, which has a specific arrangement in place.
| Service ID | Service
Name | Service
Flavour/Option | Service
Unit | Service
Rate 9.1
O&M only
(EUR) | | APP059 | Joint
Exercise and Management (JEMM) Application Service | | 1 | 702,335 |
| The Joint Exercise Development and Management Application Service
supports exercise training audiences in developing training objectives in a
phased manner using a set of reference training objectives. JEMM subsequently
supports exercise scenario designers in
developing the MEL/MIL (Master Event List/Master Incident List) for an exercise
in a structured and deliberate manner according to the process specified in the
Bi-SC Directive 75-3. The application service also supports an exercise control
organisation in executing the MEL/MIL during an exercise in a collaborative,
distributed and interoperable manner. The exercise observation and analysis
process is also supported. A specific flavour of JEMM supports the BMD
community in executing BMD exercises by providing a direct interface to the BMD
version of APP069 ITC
| | Service Features: The JEMM Application Service supports the distributed, collaborative and structured development, execution, observation and analysis of an exercise MEL/MIL. Specifically, JEMM offers the following features: - Prepare and develop the MEL/MIL as specified in the Bi-SC 75-3 Directive.
- Prepare and describe the synchronisation with simulation-based or live support to the exercise.
- Manage the execution of the MEL/MIL
- Manage the synchronisation of activities with simulation-based or live support to the exercise.
- Prepare and manage the collection of observations by observer/trainers.
- Analyse the collected observations and assess the progress of training objective achievement.
- Assign roles and rights to various users to perform tasks relevant to their participation in the exercise.
- Tailor the workflow of the execution and observation processes.
- Document MEL/MIL, observations and analysis results.
In addition the JEMM Application Service provides a structured, documented distributed access to configure data access to other NATO-operated exercise services like JTLS, JCATS and VBS as well as the ability to user-provided data in Excel spreadsheets. Access to specific JOCWATCH incident data is also supported. In order to visualize and exploit the combined data in an effective manner, JEMM offers a number of features that enables an exercise control organisation: - To compose and visualize an exercise common operational picture in a distributed and collaborative manner.
- To de-conflict MEL/MIL with training audience activities and battle rhythm meetings
- To gather and extend MEL/MIL dashboards.
The JEMM Application Service also includes the feature to generate a subset of AdAt-P3, and OTH-GOLD messages as well as tactical links according to Link 16 and NFFI standards from data provided by the NATO-operated exercise services JTLS, JCATS and VBS. In a specific BMD mode, the JEMM application service can be configured to communicate with the ITC (BMD) simulation service provided by APP069. Through JEMM, ITC simulation actions can be executed at scheduled times and the simulation state can be returned and processed by the automated reporting features to deliver an effective near-real time BMD recognized picture.
| Available | | Support Hours: Centralised Service Desk specialist agents are available during: Monday to Thursday: 0600 to 2200 (CET) Friday: 0600 to 2000 (CET)
Outside of these hours, calls to the CSD will be answered by 24/7 duty Ops Centre personnel who will record the Incident/Service Request and take escalation action if necessary. Standard 2nd and 3rd level support is available during normal business hours (Mon-Thurs 08.30-17.30 Fri 08.30-15.30 Local Time). Incident/problem reporting: Contact Centralized service desk: 626 3177 (NCN) or the commercial number Belgium +32 65 44 3177 Netherlands +31 70 374 3177 Italy +39 081 721 3177 Germany +49 282 4978 3177 USA +1 757 747 3177 For NATO HQ +32 02 707 5858
| |
Standard Service Support Levels: Service Availability Target: 99.5% Service Restoration: Where the service is deemed unavailable, the service restoration period for a critical incident (i.e. P0/P1) is 4 hours. N.B. Full Priority Resolution Times and Generic Service Priority Assignment Matrix will be adhered to in accordance with the NCI Agency standardised SLA.
| Value Proposition: This application service supports exercise training audiences, exercise scenario managers, control staff, observers and analysts in performing their tasks in the preparation and execution of an exercise in a distributed and collaborative manner. It adds value to the process of developing, executing, observing and analysing an exercise by: - Providing support for maintaining an organisational level of reference Main Capability Areas and subordinated tasks
- Providing support for a simple and advanced mode for developing training objectives. The advanced mode provides a controlled workflow for training audiences and training organisations to develop training objective descriptions to manage exercise resourcing conditions and achievability status and to set their priorities.
- Providing support for a collaborative and distributed way of working during the preparation and the execution of an exercise MEL/MIL.
- Providing a structured way of describing the MEL/MIL according to the Bi-SC 75-3.
- Establishing an explicit relationship between training objectives and MEL/MIL.
- Establishing explicit relationships between training objectives, observations and analysis
- Implementing a tailored workflow for the development and execution of a MEL/MIL.
- Implementing a tailored set of states for observations and analysis that are linked to training objectives.
- Providing, in a single configurable view, the elements of exercise information that are critical to the implementation of specific roles in the exercise control organisation.
- Providing the ability to add new sources of exercise information without having to modify the exercise control business applications.
- Documented capability to rapidly build exercise control dashboards using regular office automation tools.
- Providing the ability to configure and manage the execution of automated real time or periodic reporting data feeds capable of depicting ground, air, maritime, logistic and intelligence pictures.
| |
| | APP061 | Air Command and Control Information Service (AirC2IS) | Application Services | 26/07/2024 09:12 |
Service Flavours: NCS-wide AirC2IS software maintenance and in service support: (singleton service provided to SHAPE) Includes the development, testing, documentation and deployment of maintenance releases of all AirC2IS software components and the continuous support of the eligible AirC2IS sites throughout the NATO Command Structure (NCS). AirC2IS server: Provides an AirC2IS instance hosted on server infrastructure provided by the INF004 service, including local prerequisite COTS software, configuration, version updates and continuous support. AirC2IS client: Provides support for an AirC2IS user on WPS001 Managed Devices to connect via web browser to an AirC2IS Server service instance.
| NATO Secret Availability on any other NATO or national security domains is TBC upon a new service request.
| | | Customer Facing | | | User Access Services | | | | Available NCI Academy Training not covered by service cost: | A1013 | AirC2IS User | | A1014 | AirC2IS System Administrator | | A1025 | Situational Awareness with AirC2IS | | A1026 | Portal and Data Management of AirC2IS | | A1027 | BMD Planning with AirC2IS
|
| WPS001 – Managed Devices. AirC2IS clients require this service, which provides a standard NATO workstation connected to the NATO networks on which the AirC2IS web client application can be accessed. INF004 - Infrastructure Virtualization Services to provide the server instances (either physical or virtual) on which the AirC2IS Server components can be deployed.
| | | Unit of measure used for service quantification for each flavour can be found in the table below:
|