ANNEX C TENDER SPECIFICATIONS. 1.1 The following makes up the complete set of tender documents for this Tender:

Transcription

1 ANNEX C TENDER SPECIFICATIONS 1 INTRODUCTION 1.1 The following makes up the complete set of tender documents for this Tender: Annex A Guidelines For Tender Submission Annex B General Terms and Conditions of Tender Annex C Tender Specifications (include Appendix 1 and Appendix 2) Annex D Interested Party Declaration Forms and Vendor Profile Form Annex E Tender Application Form 2 ABOUT NEW AVIATION 2.1 New Aviation is a wholly owned subsidiary of Singapore Airlines Limited (SIA), but is operated entirely independently, is separately managed, carries a separate brand and offers a completely different product from any current member of the SIA Group 2.2 New Aviation will target the long haul, low cost market segment serving routes of 4 hours or above ex-singapore with Boeing and ER aircraft. Aircraft will accommodate around 400 passengers. 2.3 Potential destinations include Australasia (Australia and New Zealand), North Asia (including Greater China, Korea and Japan), UK/Europe, West Asia (including India), and the Gulf States. 2.4 New Aviation will operate on a no-frills model whereby a very low airfare will be offered for basic transportation services. Passengers may then customise their air travel by purchasing only those additional services they require; such ancillary services may include in-flight entertainment, in-flight connectivity and/or in-seat power supply. 3 ABOUT THIS TENDER 3.1 New Aviation seeks solution(s) for in-flight entertainment, in-flight connectivity and/or on demand in-seat power supply. 3.2 Vendors are free to propose solutions for individual aspects (i.e. entertainment, connectivity and power supply) of the solution, however preference will be given to integrated solutions covering all three aspects especially where this eliminates redundancy or allows a more comprehensive interface. Annex C Page 1 of 23

2 3.3 The connectivity and in-flight entertainment solutions must be wireless; seatback personal monitors will not be considered. 3.4 As the business model of New Aviation focuses on ancillary revenues, access to the system(s) must be limited to only those passengers who have paid for it. A payment gateway for real time credit card transactions should be incorporated in the proposed solution, with the flexibility of manual over-ride. 3.5 Refer to Appendix 1 for Programme Work Scope. 4 WIRELESS IN-FLIGHT ENTERTAINMENT 4.1 General The solution must allow passengers to wirelessly connect using their own Portable Electronic Device (PED), i.e. laptop, netbook, tablet computer, smartphone, etc. New Aviation may also hold a small stock of devices to rent to passengers for the purpose of accessing in-flight entertainment For Wireless In-Flight Entertainment component, options for outsourcing media content management, either to the system supplier or a recommended third party, should be included. The Supplier should detail the media content service providers (i.e. film studios, etc.) and sufficient examples of available content to allow evaluation of the content s range and contemporariness The Supplier shall not charge a wireless subscription plan for use of the Wireless In-Flight Entertainment system by New Aviation and its passengers. 4.2 System Requirements The system should be easy to maintain and upgrade with provisions for expansion. The Supplier is to provide the committed upgrade / expansion path and schedule of the system as such improved processors, servers, network capability, memory upgrades and better connectivity without any modification to the form and fit of the hardware. The Supplier is to demonstrate how this can be achieved and present the proposed method clearly. The Supplier is to provide New Aviation updates of the committed product upgrade roadmap for review on a yearly basis The system, besides providing a cabin wireless network access for connection by passengers and crew using PED, should also include interfaces with the wireless In-Flight Connectivity system The system must be able to support multiple Operating System (e.g. Microsoft Windows, Mac OS, Windows Phone 7, ios, Andriod, Symbian, Blackberry, webos, QNX, etc.) and PED used by the passengers The Supplier is to include in the proposal the list of media file formats (for video, audio, captions) that are supported by the system. Annex C Page 2 of 23

3 4.2.5 The Supplier is to include in the proposal the storage capacity of the system, i.e. the number of video, audio, data, etc. for the passenger to select The system shall include a payment gateway for the in-flight entertainment content provided and the flexibility for a manual over-ride The system shall have the ability to push information, such as in-flight sales, F&B offers, information, etc., onto passengers PED. The Supplier shall include in the proposal what the passenger will experience for this feature The system shall include Digital Right Management (DRM) of the media content offered onboard the aircraft. The Supplier shall include in the proposal the process and methods used for DRM and how they meet the requirements of media distributors, e.g. Hollywood studios, etc. 4.3 Hardware Requirements For Wireless In-Flight Entertainment connectivity, an IEEE b/g/n standard cabin wireless network must be provided with provisions to upgrade the wireless network to the evolving standards as and when these become the wireless industry norm. The cabin wireless network should support wireless connection by passengers PED and crew terminals / devices as long as the wireless interface of these devices meet the wireless industry standards employed in a wireless network environment The system should be able to connect a passenger s PED to the onboard wireless connection without any manual re-configuration of the network connection settings on the passenger s PED. The system should be able to support all PED equipment types. The Supplier is to include in the proposal any of limitations and/or compatibility issues with passengers PED and how these issues can be resolved The Supplier shall include in the proposal the full list of PEDs supported by the system (including the display resolution and aspect ratio that the media content, such as movies, will be shown for each of the supported PED) The hardware provided should have built-in redundancy to ensure 100% system reliability at all times. The Supplier is to advise on redundancy plans The Supplier must support distribution of (audio, video and data) content provided by other content vendors selected by New Aviation The Supplier is to include in the proposal the process of content updates onto aircraft and management for the system New Aviation is also at liberty to accept or reject any content or application from the Supplier without the need to provide a reason. Conversely, New Aviation is also free to select Third Party content and applications without requiring the approval of the Supplier. Annex C Page 3 of 23

4 4.3.8 The Supplier must work with New Aviation s chosen Wireless In-Flight Connectivity vendor to integrate the system. After initial system introduction, the Supplier must have a working arrangement with the Wireless In-Flight Connectivity vendor to ensure that system changes by either party are validated to have no impact to the inter-working between the two systems. 4.4 Performance Requirements The Supplier must guarantee the system provides 100% coverage throughout all areas on the aircraft The Supplier must guarantee a minimum rate of data transmission and availability of services between the system and the PED used by the passengers The Supplier must guarantee that there will be no disruption of services during different stages of flight, different weather conditions, etc The Supplier is to describe what the passenger will experience if the system is down or unavailable The Supplier shall include in the proposal the quality and throughput of data, audio and video transmission from the system to the passengers PED and the maximum number of simultaneous users on the aircraft that can be supported by the system. 4.5 Operational Requirements The Supplier is to advise proposed system operating conditions and limitations The system should provide a control interface to allow Cabin Crew the flexibility to restrict / grant coverage access to selected areas of the aircraft The Supplier is to advise the control interface provided to Cabin Crew for the system. The system should require zero or minimal level of intervention required by Cabin Crew for normal operations The Supplier must ensure that all wireless network implementation comply with Singapore laws and regulations, including cross-border laws and regulations. Any non-compliance will be deemed as a lapse on the part of the Supplier The system must have the capability to display on the Cabin Crew control interface a prompt message of any failures of critical system components so that Cabin Crew are aware of these failures The Supplier is to advise the kinds of system indications will be provided to the Cabin Crew in terms of failure of system components, external systems failures, etc. Annex C Page 4 of 23

5 4.5.7 The system control interface should feature an easy-to-read GUI status page (aided with text prompts) for Cabin Crew to perform an intuitive check on system functionality The system should have a provision for a dedicated Shut-Off switch at an area specified by New Aviation in the event of an emergency. This switch should be located both in the cabin and in the cockpit The system must provide the ability to disable individual services / functionalities from the Cabin Crew control interface and clear status of whether the services / functionalities is enabled / disabled and available / unavailable The system must support content streaming for passengers based on business rules, such as number of movies or duration of audio programme. 4.6 Technical Standards All equipment must comply with current and impending industry standards (including WAEA, ITU, FCC, IDA of Singapore, ARINC, RTCA, Boeing s and other local regulatory agency requirements) and regulatory agency requirements (EASA, FAA, CAAS, etc.) Equipment design should have provisions for growth and upgrade to meet evolving standards and overcome the obsolescence of components. The supplier must clearly indicate how such provisions are designed into the system and how upgrades will be implemented. Provisions of such upgrades (Service Bulletins and materials) are to be provided at no-charge to New Aviation The system must be designed so as not to cause interference to the aircraft avionics systems, in accordance with the requirements of Boeing for such noninterference. This non-interference is to be demonstrated by aircraft test after the system installation In addition to meeting industry standards, the system design must also meet the end users expectations of high reliability and safety. The Supplier must clearly indicate how this is achieved and guaranteed. 4.7 Certification The Supplier is to advise specifically how the system is intended to be certified For retrofit, the Supplier must obtain FAA and CAAS STC for the system and installation The Supplier is to advise how preventing interference to the aircraft systems by both the system equipment, and passenger s PED is implemented. Annex C Page 5 of 23

6 4.7.4 The Supplier is to advise whether the system certification and operational approval will require high intensity RF radiation tests on the aircraft to demonstrate non-interference to the aircraft systems The Supplier to ensure that the certification flight test does not require maneuvers beyond the normal aircraft operating envelope The Supplier is to advise any health impact in operating the Pico cell / WiFi station in close proximity to passengers and crew in an enclosed space (e.g. radiation level in an enclosed space). This should cover passengers with implants as well In addition to FAA and EASA requirements, the Supplier shall meet the CAAS SAR Part 145 Sub-Part D for certification requirements of new aircraft parts and AC145-3 for certification of used/maintained aircraft parts, for installation on New Aviation aircraft. 4.8 Non-Airworthiness Approvals Besides needing to meet FAA / CAAS / EASA certification and PMA requirements for the equipment, the Supplier is to state whether the equipment need to meet commercial equipment certification requirements and whether it need to be qualified by the respective country s regulatory bodies (for example the wireless access point) The Supplier is to support New Aviation in obtaining operational approval from the local airworthiness authorities and other applicable regulatory authorities for the operation of this system. 4.9 Protection, Security and IT Risk Assessment The Supplier must provide details on what security measures are in place to prevent: i) unauthorised access. introduction of viruses and other malicious software to the system. unauthorised access to the wireless In-Flight Entertainment system and other systems onboard the aircraft that are connected to the system The Supplier is to provide details on what form of testing are conducted to verify the above features and the test results The Supplier is to advise what monitoring will be implemented for detection of security intrusions or breaches, and procedures for handling such events There may be a need for different levels of security access by different groups of users (passengers, crew, maintenance and engineering). Details must be provided on how this will be implemented and administered. Annex C Page 6 of 23

7 4.9.5 The Supplier shall ensure that: i) IT security risk assessments must be conducted on the design of the IT software, hardware and operating processes for the system; the assessments must cover the criticality of the IT software, hardware and operating processes in terms of data confidentiality, integrity and availability. The assessments must be conducted independently by qualified third parties. iv) IT security preventive, detective, and recovery mechanisms must be designed into the IT software, hardware and operating processes for the system. These must be assessed as part of the IT security risk assessments in i). IT security penetration tests must be conducted on the actual IT software, hardware and operating processes for the system before Entry-Into-Service (EIS). The tests must be conducted independently by qualified third parties. Insufficiency of mitigating controls resulting in IT security residual risk to the IT software, hardware and operating processes for the system must be addressed before EIS. Residual risk that cannot be mitigated should be quantified and the cost of impact associated with the risk must be insured sufficiently by the manufacturer. v) Computer incident response and escalation process must be established, and aligned with the authority to act within New Aviation. vi) IT security risk assessments and penetration tests must be conducted whenever there are changes to the IT software, hardware and operating processes for the system after EIS Documentation is maintained for all versions of the above mentioned items, and made available to New Aviation or its representatives, Aviation Authorities and other authorities, without any unnecessary delay, and shall not charge, directly or indirectly any fees or payment including the payment of royalties for the provision and/or use of these documents. The documents included are drawings, design diagrams, operating processes, IT security risk assessments, IT security mechanisms, penetration test results, residual risk, mitigating controls and proprietary information directly or indirectly related to IT security of any onboard IT system The Supplier shall ensure that the system and the services provided meet all security requirements mandated by the CAAS, Ministry of Home Affairs Singapore or other applicable regulatory authorities. Compliance to the mandated security requirements is subject to validation by the authorities. Annex C Page 7 of 23

8 4.10 Certified Operating Conditions / Limitations The Supplier is to advise what are the operating conditions envisioned for the system and what are the hurdles that need to be overcome in order to meet it The Supplier is to advise if the system can be operated on the ground for maintenance purpose only The Supplier is to advise how the system will detect and ensure that passengers PED including laptops and handsets are switched off when required System Diagnostics The Supplier is to advise details of system diagnostics. The following diagnostics are required: The system Built-In Test Equipment (BITE) must accurately detect and record all hardware and software failures and corrupted software: i) Support both intrusive testing as well as continuous monitoring. All major components should have non-volatile fault internal memory to be downloaded in workshops to aid in the identification of the component or system failure. The system should also maintain log files for recording the system activities for diagnosing of transactional failures and dynamic system failures and interruptions, system state transition failures, system limitations, etc There must be a means to conduct tests on the operability and functionalities of the system when the aircraft is on the ground without special tools and equipment. These tests should include a quick functional check as well as a more detailed system health check, inclusive of end-to-end checks The Supplier must list all possible scenarios of system failure and the consequences of failure of each equipment within the system (air and ground) and propose remedial actions in the event of such failures System Maintenance The Supplier must provide an outline of how the system can be maintained, i.e. i) the validation of correct system operations. the isolation and rectification of faults. the types of ground equipment required to maintain, configure and load software and content into the system. Annex C Page 8 of 23

9 iv) the types of diagnostics tools available to support trouble-shooting of intermittent or transient failures reported by the users. v) the processes for loading of software / content into the system, validation of correct load and integrity of the software, retrieval of logs / data, etc. vi) the means to determine coverage problems, channel congestion, bandwidth limitation and their causes The Supplier is to provide an overview of how they envision the system will be maintained. For example, whether periodic preventive maintenance is required The Supplier is to advise if maintenance checks are required for the system during normal aircraft transits, night stops and heavy check. The Supplier must state whether there are any life-limited parts and their hours The Supplier is to advise the maintenance action required if there is a report of loss of service The Supplier is to advise if the system maintenance is self-contained or it will require ground support equipment in order to maintain the system The system maintenance interfaces should be menu driven, and presented in a logical and readable format, providing all the necessary capability for maintaining and trouble-shooting the system The system must provide means to performing end-to-end test on ground for maintenance The Supplier is expected to maintain software configuration control on any software that is being installed on the onboard equipment. The system should have a software configuration management capability for all applications and content residing within the system, inclusive of Third Party items Warranty All component repair, exchange and replacement within the warranty period shall be free-of-charge ( FOC ) with no-question-asked policy The Supplier shall guarantee Turn Around Time ( TAT ) for repair components during and after the warranty period. TAT shall not exceed seven (7) calendar days. FOC loaner units shall be made available within twenty-four (24) hours if the TAT cannot be met For purpose of this Tender, TAT is defined as the Mean Shop Processing Time ( MSPT ), as described in SPEC 2000 definition. Annex C Page 9 of 23

10 5 WIRELESS IN-FLIGHT CONNECTIVITY 5.1 General For the in-flight connectivity aspect, the service can include internet, voice and data services. 5.2 Basic System Requirements The system should be easy to maintain and upgrade with provisions for expansion. The Supplier is to provide the committed upgrade / expansion path and schedule of the system as such improved processors, servers, network capability, memory upgrades and better connectivity without any modification to the form and fit of the hardware. The Supplier is to demonstrate how this can be achieved and present the proposed method clearly. The Supplier is to provide New Aviation updates of the committed product upgrade roadmap for review on a yearly basis As the commercial electronic technology evolves, the system should follow the evolution. The Supplier is to advise what are the technologies and applications that the Supplier and/or the internet and mobile telecommunications industry have or envision to have in the future (a 3 to 5 year horizon) The system must be an open platform, allowing third party application vendors to integrate their applications with the system, with the Supplier being the overall integrator. The Supplier is to describe how such open architecture is implemented in their system. The Supplier is to detail any particular limitation to the system with regards to being an open architecture. The system should have provisions to interface with the onboard wireless In-Flight Entertainment (IFE) System to provide connectivity or other applications hosted on the IFE System The system, besides providing a cabin wireless network access for connection by passengers and crew using laptop or portable electronic devices (PED), should also include interfaces with the IFE system. The Mobile Phone service should be available to passengers regardless of the telecommunications company they are subscribed to. If there are telecommunications companies that are excluded from the service, the Supplier is to provide details of these companies (country of origin, size of customer base, network supported, etc.) and the reason for exclusion from the service, e.g. no roaming agreement, pure CDMA operator. The Supplier is also to advise how these limitations will be overcome The Supplier is to advise on the ability of the system to replace the ACARS system for crew communications. Annex C Page 10 of 23

11 5.3 Hardware Requirements For In-flight Broadband connectivity, an IEEE b/g/n standard cabin wireless network must be provided with provisions to upgrade the wireless network to the evolving standards as and when these become the wireless industry norm. The cabin wireless network should support wireless connection by passengers PED and crew terminals/devices as long as the wireless interface of these devices meet the wireless industry standards employed in a wireless network environment For Mobile Phone connectivity, the system should be able to support all telephone networks, e.g. GSM850, 900, 1800, 1900, CDMA, WCDMA, 3G and all other networks that are supported on ground The system should be able to connect a passenger s PED to the onboard broadband connection without any manual re-configuration of the network connection settings on the passenger s PED. It should also be able to support all mobile phone types, e.g. Mobile Phones, Third Generation Mobile Phones, PDA phones, BlackBerry and iphone, etc. The Supplier is to include in the proposal any of limitations and/or compatibility issues with passengers PED and how these issues can be resolved The Supplier must include in the proposal the full list of PEDs and Mobile phones supported by the system The following passenger services are to be provided by the Supplier from Day One: For In-flight Broadband connectivity: i) Landing or Home page which is customisable by New Aviation. New Aviation reserves the right to update or modify the content and layout independently of the Supplier if the changes do not require modification to the system core software. iv) Real-time Internet surfing. Telephony using Voice over IP technology. Video-conferencing. v) Corporate access via Virtual Private Network using a standard client, such as Lotus Notes, Microsoft Outlook, etc. vi) v Live video broadcast of News, Sports and Special Events programmes from ground. The Supplier to provide details of service offered, and what programming is available. Live audio broadcast of Radio programmes from ground. Annex C Page 11 of 23

12 For Mobile Phone connectivity: i) GPRS iv) SMS Voice Calls Internet surfing v) WAP vi) v v ix) Video Calls / Conferencing Call Waiting / dual line Caller ID Instant Messaging x) All Third Generation (3G) functionalities xi) x x xiv) xv) xvi) Multimedia Messaging Service (MMS) Face to Face communication via Video Telephony Downloads of data, movie clips, music tracks Mobile TV UTMS (4G functionalities) The hardware provided should have built-in redundancy to ensure 100% system reliability at all times. The Supplier is to advise on redundancy plans The Supplier must work with New Aviation s chosen IFE vendor to integrate the system. After initial system introduction, the Supplier must have a working arrangement with the IFE vendor to ensure that system changes by either party are validated to have no impact to the inter-working between the two systems Beside passenger services, the system will also be used by airlines operational applications as the communication channel for transmission of data between aircraft and ground servers. The Supplier is to be responsible to integrate these applications, which may be provided by Third Party application developers selected by New Aviation, with the system. The system should also support hosting of these Third Party applications, if necessary. Annex C Page 12 of 23

13 5.4 Performance Requirement The Supplier is to provide 100% coverage on all New Aviation routes. Potential destinations include Australasia (Australia and New Zealand), North Asia (including Greater China, Korea and Japan), UK / Europe, West Asia (including India), the Gulf States and any other routes that New Aviation may operate to. Any limitation is to be included in the proposal, with a plan on when and how the limitation can be overcome The Supplier must guarantee that there is no disruption of service during transition from one satellite to another For In-flight Broadband services: i) Global service accessibility (successful attempts to connect to the internet) 99%. iv) The SUPPLIER must guarantee a minimum rate of data transmission and availability of services between the ground network and the devices used by the passengers and crew, and to each aircraft. The Supplier is to propose the guaranteed level. Web responsiveness (network latency <= 1250 msec, packet loss ratio <= 0.1%, and DNS availability >= 99.9%) The Supplier to propose the guaranteed minimum number of simultaneous users. v) The Supplier must guarantee a minimum service level for IM, FTP, etc services. The Supplier to propose the guaranteed level For Mobile Phone connectivity services: i) The system should ensure that the Call Establishment Success rate stands at 98%. The system should ensure that the Call Continuity Rate stands at 98%. iv) The system should ensure that passengers are able to send and receive Short Message Service at all times. It should also ensure that the success rate of receipt and delivery of such messages stands at 100% at all times. The system should ensure that the call quality and call experience is comparable to what is received on ground. v) The Supplier is to ensure that the network availability stands at 98% The Supplier is to describe what the passenger will experience if the In-flight Broadband and/or GSM network is down or unavailable. Annex C Page 13 of 23

14 5.4.6 The Supplier must provide the quality and throughput of data transmission to and from the aircraft at various stages of flight, different altitudes and speed, different weather conditions, different geographic locations The Supplier to advise the maximum number of simultaneous users on the aircraft that can be supported by the In-flight Broadband and Mobile Telephony services respectively. 5.5 Operational Requirement The Supplier is to advise proposed system operating condition and limitations The system coverage should be able to include all areas of the aircraft The system should provide an interface to allow Cabin Crew the flexibility to restrict / grant coverage access to selected areas in the aircraft The Supplier is to advise the interface provided to Cabin Crew for the system. The system should require zero to minimal level of intervention required by Cabin Crew for normal operations The Supplier is to provide an interface whereby communication or sending of short message can be made to all or selected PED and mobile phones available onboard (without the need to send these messages off board) The Supplier must ensure that all data security measures and wireless network implementation comply with cross-border laws and regulations. Any noncompliance will be deemed as a lapse on the part of the Supplier Social issues such as disturbance and potential air rage cause for some concerns that New Aviation have for the implementation of an In-flight Mobile Telephony system. The Supplier should provide information and advice on how these concerns can be resolved The Supplier must set up a 24-hour, 7-day customer service centre to assist passengers and airline crew to resolve any problems in using the broadband and mobile phone service. Toll free number(s) should be provided for use onboard and in major cities for this customer service. The customer service helpdesk should also be accessible via the in-flight broadband either through use of chat screens, call back service or VOIP. The Supplier should specify the target timeframe / response time for resolving customer complaints and issues. There should be an intuitive On-line Help facility to provide on-line trouble-shooting guide to assist cabin crew to take appropriate actions on ground or during flight to fix any failures in the system The system must be capable of operating and have all functionalities available to Cabin Crew and passengers at all phases of flight, i.e. from gate to gate without interfering with aircraft flight control as well as navigation and communications equipment. Annex C Page 14 of 23

15 The system must have the capability to display on the Cabin Crew interface a prompt message of any failures of critical system components so that Cabin Crew are aware of these failures. The Supplier is to advise what sort of system indications will be provided to the Cabin Crew, in terms of failure of system components, external systems failures, failure of satellite link, max number of users limit reached, etc The system interface should feature an easy-to-read GUI status page (aided with text prompts) for Cabin Crew to perform an intuitive check on system functionality The system should be able to identify the following phases of the flight and be able to activate or deactivate itself (by stages if necessary) automatically without manual intervention by Cabin Crew: On-ground, taxiing, take-off, cruising, descent, landing gears extended, touch-down The system should contain an internal look-up database listing mobile phone usage restrictions for all airports. Based on this internal database, the system should be able to identify the station of departure and arrival and limit functionality to passengers mobile phone to meet the respective airport regulatory authority requirements. This functionality should be totally automatic and would not require any intervention by Cabin Crew The system should support a remote control solution. This capability should allow ground engineers authorised by New Aviation to manage the system remotely via a 256-bit encrypted SATCOM transmission link. This should support changes on-the-fly even during in-flight. An alert prompt should be displayed on the crew control panel whenever such changes are effected remotely The system should similarly support the capability to selectively cripple functionality to all or selected passengers PED and/or mobile phone via the crew control panel such as the ability to connect to the Wifi network, make and/or receive phone calls, send or receive SMSs, and disable GPRS, 3G advanced functionality, Bluetooth or any other transmission capability The system should have a provision for a dedicated Shut-Off switch at an area specified by New Aviation to shut down ALL In-flight Broadband and Mobile Telephony systems in the event of an emergency. This switch should be located both in the cabin and in the cockpit For In-flight Broadband services, the system must support various permutations for passengers use based on business rules, such as duration of connectivity or volume of data transfer The Supplier is responsible for all billing processes arising from the use of the In-flight Broadband and Mobile Telephony services and must provide the following statements on a monthly basis: Annex C Page 15 of 23

16 i) All connections made by passengers in the previous month. iv) The aggregate total charges in respect of the previous month. The aggregate of the amounts due to New Aviation in respect of the previous month and the taxes (if any). The aggregate of service charges payable by New Aviation for the use of the broadband connection service reimbursement to credit card companies (if any). v) Analysis of successful and failed connections, with the detailed technical breakdown by category and aircraft registration. vi) v Data traffic volume by aircraft registration and type (passengers, broadcast contents or airlines operations). Data usage by various operational applications for each flight and aircraft If partnerships with other mobile service providers are involved, the Supplier is to provide details of the roaming and billing relationships between the users' home telco service provider, the onboard network and the roaming service providers (for overflight countries and destination countries). The Supplier is also to advise the access code for the aircraft network and the dialling instructions for ground users to make voice calls or send SMS to onboard users and vice versa The system must provide the ability to disable individual services / functionalities from crew control panel and clear status of whether the services / functionalities is enable / disable and available / unavailable The Supplier shall include in the proposal a revenue share plan with New Aviation for selling the In-Flight Broadband and Mobile Phone connectivity services to the passengers. 5.6 Technical Standards All equipment must comply with current and impending industry standards (including WAEA, ITU, FCC, IDA in Singapore, ARINC, RTCA, Boeing s and other local regulatory agency requirements) and regulatory agency requirements (EASA, FAA, CAAS, etc.) Equipment design should have provisions for growth and upgrade to meet evolving standards and overcome the obsolescence of components. The supplier must clearly indicate how such provisions are designed into the system and how upgrades will be implemented. Provision of such upgrades (Service Bulletins and materials) is to be provided at no-charge to New Aviation. Annex C Page 16 of 23

17 5.6.3 The system must be designed so as not to cause interference to the aircraft avionics systems, in accordance with the requirements of Boeing for such noninterference. This non-interference is to be demonstrated by aircraft test after the system installation In addition to meeting industry standards, the system design must also meet the end users expectations of high reliability and safety. The Supplier must clearly indicate how this is achieved and guaranteed. 5.7 Certification The Supplier is to advise specifically how the system is intended to be certified For retrofit, the SUPPLIER must obtain FAA and CAAS STC for the system and installation The Supplier to advise how preventing interference to the aircraft systems by both the system equipment, and passenger s PED and mobile phones is implemented The Supplier is to advise whether the system certification and operational approval will require high intensity RF radiation tests on the aircraft to demonstrate non-interference to the aircraft systems The Supplier to ensure that the certification flight test does not require maneuvers beyond the normal aircraft operating envelope The Supplier is to advise any health impact in operating the Pico cell / WiFi station in close proximity to passengers and crew in an enclosed space (e.g. radiation level in an enclosed space). This should cover passengers with implants as well In addition to FAA and EASA requirements, the Supplier shall meet the CAAS SAR Part 145 Sub-Part D for certification requirements of new aircraft parts and AC145-3 for certification of used/maintained aircraft parts, for installation on New Aviation aircraft. 5.8 Non-Airworthiness Approvals Besides the airworthiness agency approvals, the Supplier is responsible for acquiring the approvals required to operate the system in service, e.g., individual country s approval for the following for both ground maintenance/operation or operating over the country s airspace, in terms of: Frequency usage for the SATCOM system, mobile telephony and WiFi. Operating as Internet / Telco provider Besides needing to meet FAA / CAAS / EASA certification and PMA requirements for the equipment, the Supplier is to state whether the equipment Annex C Page 17 of 23

18 need to meet commercial equipment certification requirements and whether it need to be qualified by the respective country s regulatory bodies (for example the wireless access point) The Supplier is to support New Aviation in obtaining operational approval from the local airworthiness authorities and other applicable regulatory authorities for the operation of this system. 5.9 Protection, Security and IT Risk Assessment The Supplier is to advise the effective coverage and throughput of each access point or base station for both data and voice The Supplier must provide details on what security measures are in place to prevent: iv) unauthorised access. v) introduction of viruses and other malicious software to the system. vi) v hogging of available transmission bandwidth by a single user. unauthorised access to the wireless In-Flight Entertainment system and other systems onboard the aircraft that are connected to the system The Supplier is to provide details on what form of testing are conducted to verify the above features and the test results The Supplier is to advise what monitoring will be implemented for detection of security intrusions or breaches, and procedures for handling such events If there is a need for authorities to have the ability to access the system or shut down the system remotely, the Supplier will have to provide for it There may be a need for different levels of security access by different groups of users (passengers, crew, maintenance and engineering). Details must be provided on how this will be implemented and administered The Supplier shall ensure that: i) IT security risk assessments must be conducted on the design of the IT software, hardware and operating processes for the system; the assessments must cover the criticality of the IT software, hardware and operating processes in terms of data confidentiality, integrity and availability. The assessments must be conducted independently by qualified third parties. IT security preventive, detective, and recovery mechanisms must be designed into the IT software, hardware and operating processes for the Annex C Page 18 of 23

19 system. These must be assessed as part of the IT security risk assessments in i). iv) IT security penetration tests must be conducted on the actual IT software, hardware and operating processes for the system before entry into service. The tests must be conducted independently by qualified third parties. Insufficiency of mitigating controls resulting in IT security residual risk to the IT software, hardware and operating processes for the system must be addressed before Entry-Into-Service. Residual risk that cannot be mitigated should be quantified and the cost of impact associated with the risk must be insured sufficiently by the manufacturer. v) Computer incident response and escalation process must be established, and aligned with the authority to act within New Aviation. vi) v IT security risk assessments and penetration tests must be conducted whenever there are changes to the IT software, hardware and operating processes for the system after Entry Into Service. Documentation is maintained for all versions of the above mentioned items, and made available to New Aviation or its representatives, Aviation Authorities and other authorities, without any unnecessary delay, and shall not charge, directly or indirectly any fees or payment including the payment of royalties for the provision and/or use of these documents. The documents included are drawings, design diagrams, operating processes, IT security risk assessments, IT security mechanisms, penetration test results, residual risk, mitigating controls and proprietary information directly or indirectly related to IT security of any onboard IT system The Supplier shall ensure that the system and the services provided meet all security requirements mandated by the CAAS, Ministry of Home Affairs Singapore or other applicable regulatory authorities. Compliance to the mandated security requirements is subject to validation by the authorities Certified Operating Conditions / Limitations The Supplier is to advise what are the operating conditions envisioned for the system and what are the hurdles that need to be overcome in order to meet it The Supplier is to advise if the system can be operated on the ground for maintenance purpose only The Supplier is to advise how the system will detect and ensure that passengers PED including laptops and handsets are switched off when required System Diagnostics Annex C Page 19 of 23

20 The Supplier is to advise details of system diagnostics. The following diagnostics are required: The system BITE must accurately detect and record all hardware and software failures and corrupted software: i) Support both intrusive testing as well as continuous monitoring. iv) All major components should have non-volatile fault internal memory to be downloaded in workshops to aid in the identification of the component or system failure. The system should also maintain log files for recording the system activities for diagnosing of transactional failures and dynamic system failures and interruptions, system state transition failures, system throughput limitations, e.g. passenger reports of dropped calls, bad quality etc. Support remote diagnostic capability from ground system. v) There must be the capability to automatically send the system BITE failures for the flight leg to ground via the aircraft s air-to-ground link. This capability should be definable by the airline to be transmitted when the failure is captured and/or at the end of the flight. vi) The system BITE and logs should be stored for a minimum of 8 flight legs. This should be made available via USB 2.0 offload There must be a means to conduct tests on the operability and functionalities of the system when the aircraft is on the ground without special tools and equipment. These tests should include a quick functional check as well as a more detailed system health check, inclusive of end-to-end checks The Supplier must list all possible scenarios of system failure and the consequences of failure of each equipment within the system (air and ground) and propose remedial actions in the event of such failures System Maintenance The Supplier must provide an outline of how the system can be maintained, i.e. i) the validation of correct system operations. the isolation and rectification of faults. the types of ground equipment required to maintain, configure and load software and content into the system. Annex C Page 20 of 23

21 iv) the types of diagnostics tools available to support trouble-shooting of intermittent or transient failures reported by the users. v) the processes for loading of software / content into the system, validation of correct load and integrity of the software, retrieval of logs / data, etc. vi) the means to determine coverage problems, channel congestion, bandwidth limitation and their causes The Supplier is to provide an overview of how they envision the system will be maintained. For example, whether periodic preventive maintenance is required The Supplier is to advise if maintenance checks are required for the system during normal aircraft transits, night stops and heavy check. The Supplier must state whether there are any life-limited parts and their hours The Supplier is to advise the maintenance action required if there is a report of loss of service The Supplier is to advise if the system maintenance is self-contained or will it require ground support equipment in order to maintain the system The system maintenance interfaces should be menu driven, and presented in a logical and readable format, providing all the necessary capability for maintaining and trouble-shooting the system The system must provide means to performing end-to-end test on ground for maintenance The Supplier is expected to maintain software configuration control on any software that is being installed on the onboard equipment. The system should have a software configuration management capability for all applications and content residing within the system, inclusive of Third Party items Warranty All component repair, exchange and replacement within the warranty period shall be free-of-charge ( FOC ) with no-question-asked policy The Supplier shall guarantee Turn Around Time ( TAT ) for repair components during and after the warranty period. TAT shall not exceed seven (7) calendar days. FOC loaner units shall be made available within twenty-four (24) hours if the TAT cannot be met For purpose of this Tender, TAT is defined as the Mean Shop Processing Time ( MSPT ), as described in SPEC 2000 definition. Annex C Page 21 of 23

22 6 ON DEMAND IN-SEAT POWER SUPPLY 6.1 The Supplier shall provide an On Demand In-Seat Power Supply (ISPS) system that provides 110VAC/60Hz electrical power that supplies power for laptops computers, tablet computers, mobile phones and other passenger electronic devices. The Supplier shall include in the proposal a list of passenger electronic devices that are not supported by the system. 6.2 The ISPS outlets shall support universal plug type designs e.g. USA, Europe, Australia, etc. Outlet distribution per aircraft shall be: One (1) outlet at every double seat Two (2) outlets at every triple seat Two (2) outlets at every quadruple seat One (1) outlet at pilots sidewall in the cockpit. Refer to Appendix 2 for LOPA. 6.3 New Aviation shall be at liberty to amend, modify, change or vary the seating configuration, seat types and quantities for any of the aircraft mentioned in Appendix 1, item New Aviation shall be at liberty to additionally customise the system designs, features, equipment and parts for seats and cabin integration. 6.5 The Supplier shall include in the ISPS system, an easy-to-use system control interface installed in the passenger cabin for Cabin Crew to control the switching on and off of each individual outlet installed on the aircraft. 6.6 The system control interface should feature an easy-to-read GUI status page (customizable by New Aviation) for Cabin Crew to perform an intuitive check on system functionality. The Supplier shall describe in the proposal the standard features, proposed layouts and operation of the system control interface. 6.7 The system should have a provision for a dedicated Shut-Off switch at an area specified by New Aviation in the event of an emergency. This switch should be located both in the cabin and in the cockpit. 6.8 The Supplier may also propose other ISPS system control solution as long as the solution allows individual control of the ISPS outlets installed. 6.9 The Supplier is required to support all seat and cabin integration activities required to qualify, install and interface the ISPS system on New Aviation s aircraft and seats, inclusive of fit check and qualification of test parts as required by the seat supplier The Supplier shall supply fit check and dynamic test parts in support of the seat certification. Annex C Page 22 of 23

23 6.11 The Supplier shall be responsible for ensuring that all designs, features, equipment and parts accepted for seat and cabin integration will not cause inservice problems during aircraft in-service operation which result in: Unsatisfactory operational reliability Frequent maintenance actions Hazard to passenger / personnel safety 6.12 The Supplier s responsibilities in 6.8 shall also cover designs, features, equipment and parts requested by New Aviation or proposed by the Supplier and agreed by New Aviation Warranty shall be thirty-six (36) months for the ISPS outlets and twenty-four months (24) for the Line Replaceable Units (LRUs) of the ISPS system All component repair, exchange and replacement within the warranty period shall be free-of-charge ( FOC ) with no-question-asked policy The Supplier shall guarantee Turn Around Time ( TAT ) for repair components during and after the warranty period. TAT shall not exceed seven (7) calendar days. FOC loaner units shall be made available within twenty-four (24) hours if the TAT cannot be met For purpose of this Tender, TAT is defined as the Mean Shop Processing Time ( MSPT ), as described in SPEC 2000 definition In addition to FAA and EASA requirements, the Supplier shall meet the CAAS SAR Part 145 Sub-Part D for certification requirements of new aircraft parts and AC145-3 for certification of used/maintained aircraft parts, for installation on New Aviation aircraft In the event that new Part Numbers (PN) are introduced to replace the old, the Supplier shall, upon New Aviation s request, offer to exchange new PN for New Aviation s existing inventory of old PN at no charge to New Aviation. Annex C Page 23 of 23