1_1_TAAMS_Enterprise_License_SOW_(for_RFI)_1.docx

Attachment 1: TAAMS Enterprise License Statement of Work

DESCRIPTION/SPECIFICATIONS/STATEMENT OF WORK

The Bureau of Indian Affairs (BIA) requires continued database management and development and software delivery services, training, interfaces, and update of security measures. The TAAMS platform is a Web-based application.

Given the BIA’s critical mission, it is imperative that the TAAMS system continues to be updated to meet the changing needs of the trust program, regulations, and technology. Given the rapidly changing nature of information technology and the changing needs of the trust program, the Government anticipates a need for additional information technology development in support of the TAAMS and the trust program.

2.0 Line Items

Total

3.0 Specific Tasks

Contractor shall provide all labor, materials, equipment, and personnel necessary to maintain the TAAMS software in a “Steady State”. For the purposes of this requirement, the term Steady State means: useable in form and function for its intended purpose; complete in a functional and technical capacity matching the specifications attached; compliant with all contractual and task order requirements; and providing uninterrupted service, as outlined below, in support of OTS’s mission.

3.2.1 System and Software Operation

3.2.1.1 System Availability and Uptime: The system shall provide 99.5% availability to the government approved system users during normal business hours (8:00 A.M. to 9:00 P.M. Eastern Time (E.T.) Monday through Friday, excluding Federal holidays) as measured monthly and 90% during the remainder of the 24 hour period, 365 days a year except for scheduled maintenance.

3.2.1.2 Operations

3.2.1.3 Database Management and Diagnostics: Contractor shall administer all databases, including database configuration and administrative support. Maintenance operations that potentially interrupt operations shall be performed outside the government’s normal working hours, 6 A.M. to 9 P.M. Eastern Time. Contractor shall provide configuration management of data center hardware and operating system software code.

3.2.2 Maintenance and Upgrades

3.2.2.1 Software and Hardware Maintenance

3.2.2.2 Hardware and Software Updating and Upgrading: Contractor shall advise the Government regarding upgrades to the system infrastructure needed to maintain the system performance standards detailed in this Statement of Work and attached specifications documentation.

3.2.2.3 Annual Disaster Recovery Testing: Contractor shall coordinate with government personnel and perform Annual Disaster Recovery Testing in accordance with Section 2.4.11 of the base contract. Any costs associated with this requirement shall be included within the firm-fixed price of this Task Order.

3.2.3 Routine Reporting Requirements

3.2.3.1 Contractor shall provide all reporting required within this document.

3.2.3.2 Contractor shall provide all reporting required within Section 2.4 of the base contract. Any costs associated with this requirement shall be included within the firm-fixed price of this Task Order.

3.2.3.2 Contractor shall provide a Monthly Status Report. Monthly Status Report shall include the following elements:

3.2.4.1 Contractor shall provide all labor, materials, equipment, and personnel necessary to provide web enabled hosting services for the TAAMS software and Database software/hardware.

3.2.4.2 Contractor shall maintain the existing windows and Linux servers and additional hardware needed to support the application. Maintenance shall include the necessary disaster recovery and security measures. Contractor servers shall be maintained at a level and capacity sufficient to meet the software requirements.

Saturday

See Section 3.2.1.1

Sunday

See Section 3.2.1.1

Federal Holidays

See Section 3.2.1.1

· Immediate hardware fix required

· Performance is severely degraded such as authentication or protocol errors

· Issue where a system application is usable – with restricted functionality or a temporary work around or alternative is possible

· Negative impact on BIA’s business is material or threatening mission failure.

· Key documents are affected, e.g. financial statements, tribal asset reports, etc.

· User can continue to use the system - with some problems

· All other issues identified by the BIA that are not emergency or urgent.

· There is a condition that warrants a service request to make a corrections but the condition has not affected the client or cause interruption of service.

· Back end issues identified by the contractor that do not affect day-to-day operations, or are unnoticeable by the end users.

For purposes of this contract, an incident is defined as an operational or procedural event, which is not part of the standard operation of a system. It will have an impact on the system although this may be slight and may even be transparent to users. An incident may have an effect on a single user’s ability to operate the system. An incident can escalate into a problem when a remedy cannot be determined and/or applied within a few hours.

Incident Management is the operational process focusing on restoring service as soon as possible. Contractor’s objective is to have the least possible service disturbance. In the case of a service disturbance (no matter what the cause), normal service levels must be restored as quickly as possible in order to allow the government to continue normal work activities. Incident management may provide a “quick fix” or work-around for a given service disturbance while a permanent solution is found, tested and installed.

Incident Management Target Times

* If incident occurs/reported outside of supported time, time begins at time of application support.

Note: Times listed in table above begin at the same point and run concurrently.

For the purpose of this contract, a problem is defined as the underlying cause of one or more incidents, the exact nature of which has not yet been diagnosed.

Problem Management is the process focused on improving the quality and stability of the IT infrastructure and its accompanying policies and procedures, by investigating the cause(s) of incidents and removing or mitigating those causes. By tracking and removing errors in the IT infrastructure, proactively and reactively, the impact of incidents is minimized and recurrence is prevented. Problem management, by reason of being an investigative process, provides the long-term or permanent solutions to identified service disturbances. These solutions are well researched and thoroughly tested prior to being installed in the production system.

Problem Management Target Times

Note: Times listed in table above begin at the same point and run concurrently.

Contractor has service level timelines with regard to system failures which are described in the table above. There are four levels of system problems that Operation Support Services will track and close the tickets by the timelines shown below. Severity is determined by contractor after research of the incident and whether it affects multiple users. The Government reserves the right to accept or deny the “resolved” or “Closed” status of any individual ticket.

3.4.6 Problem Resolution Stage

To implement an orderly approach to resolving technical issues, three stages of problem resolution activities have been defined.

Level 1 – Help Desk Staff It is at Level 1 that an incident is entered into the ticketing system and is determined to be a software or hardware problem. Basic Technical Support includes gathering data, investigating and isolating the issue, and testing configuration changes that may have an effect on the issue. Investigation by support center includes a search of appropriate documentation – for instance, user manuals and release notes. These investigative activities should result in a complete description of the symptoms, configuration information, revision level information, and detail on reproducibility. If Level 1 support resolves the issue, then a support person notifies the client and closes the ticket. If the problem cannot be resolved, the ticket is escalated to Level 2. If the issue seems to be a defect, the issue is assigned a JIRA (issue) number and escalated to Level 2. Level 1 is the support center staff.

Level 2 – Training Manager or Help Desk Manager Advanced Technical Support involves correlating the issue with other issues, reproducing the problem, identifying errors in product specification, identifying misinterpretations of product specifications, and localizing product defects. If the issue is a hardware problem, Level 2 personnel will investigate situations regarding servers and printers. The activities at this level also include efforts toward finding a workaround. If Level 2 can resolve the problem, the ticket is updated and the client is notified. If Level 2 cannot resolve the problem, the issue will be escalated to the Product Manager for assignment to Level 3. Level 2 is the Help Desk Manager (or Quality Manager) and Training Manager.

Level 3 – Developers or Tier 1 Product support involves activities such as the interpretation of gathered data and the examination of source code or hardware schematics. Completion may involve the recommendation of a workaround or the delivery of a fix. Any change to the software falls under change management and is documented in JIRA. If Level 3 (developers) cannot resolve the problem, it is escalated to Management, or if it is a software defect, it is assigned to the next available release.

3.4.7 Operations Support Services Other Details