Attachment_1_-_HCL_AVP_Support_Services_SOW.pdf

CUI// SP-PROCURE

HCL AVP Support Services October 21, 2019

Statement of Work (SOW) 1 Background DHS and OMB are driving real-time improvements in IT Security across the Executive Branch Agencies. Congress has appropriated funds to DHS in order to assist Executive Branch Agencies with these improvements. DHS used Congressional funding to purchase software licenses for DOI to install across the bureau/office environments. The software that DOI chose to meet this need was HCL BigFix. To support the Department’s continued implementation and utilization of the BigFix solution, the Department requires access to highly specialized contractor support for the product.

This is a procurement of non-personal services to provide highly specialized 24x7x365 premium level support services for the Department of the Interior’s Office of the Chief Information Officer (OCIO) in support of DOI’s HCL BigFix implementation activities across all Bureaus and Offices.

HCL Accelerated Value Program (AVP) services include HCL subject matter experts (SME) with priority communications channels with HCL product development teams. The SME shall work side-by-side with OCIO staff for expedited problem resolution, performance enhancements, architecture design, update implementation, and platform maintenance. This service and incumbent SME must support OCIO to plan, deploy, grow, optimize, and extend its software environment to meet growing DOI needs. Additionally, it must allow DOI to take advantage of proactive planning, deployment mentoring, provide knowledge sharing before DOI expansion projects start, eliminate delays with elevated problem resolution via priority call handling, problem management, and on-site services.

2 Objectives The program office requires the option to procure SME support services in blocks of hours, up to the equivalent number of hours of three full-time SME, during the period of performance.

The technical support services shall provide product installation support, configuration/change management support, design support and specialty coding (as needed) for the Department’s BigFix solution. Although DOI personnel will lead work activities regarding many of these activities, more advanced support shall be required. The contractor’s personnel shall recommend options, provide recommendations, and assist with actual work activities as needed, based on their knowledge and previous experience.

These activities necessitating Subject Matter Expert (SME) personnel support from the product vendor go beyond the typical capabilities expected of general software support associated with software purchases. This level of support is especially critical for an enterprise the size of DOI as its sheer size, number of network devices (70,000+), and diversity of devices, creates significant complexity.

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3 Contractor Interfaces

Contractor personnel shall be required to work with other DOI employees and other contractors supporting DOI besides the named callers specified in the HCL AVP Support Contacts. Contractor personnel shall work with all such individuals in efforts to meet activities specified by Continuous Diagnostics and Mitigation (CDM) Change Advisory Board (CAB) leadership. Contractor personnel shall not direct the work of other contractors or DOI employees.

The Government shall establish initial contacts between the contract personnel and any other contractors and shall participate in an initial meeting at which the conventions for the scheduling and conduct of future meetings/contacts will be established. Any Contracting Officer (CO) or Contracting Officer Representative (COR) communications of other efforts shall be included in any establishment of conventions.

Contractor personnel shall:

● Assist relevant Service Desk staff and other internal and external customers with system related problems and maintenance, as needed.

● Diagnose problems associated with Information Assurance; and develop, recommend, and/or implement effective, efficient, innovative, and timely solutions to support customer needs.

● Serve as the subject matter expert on issues pertaining to all aspects of the BigFix solution and its implementation across DOI.

● Evaluate customers’ system requirements; recommend, define or describe new requirements;

and implement new system features as needed.

In some situations, contractor personnel may be asked to provide support for system users and/or administrators by analyzing, troubleshooting and resolving hardware (PC, Mac, Linux, Solaris, or UNIX), software, or network problems on either workstations or servers. Contractor personnel shall provide assistance in response to such inquiries. Contractors must maintain logs of support contacts;

documenting issues, escalations, and resolutions.

3.1. Work Prioritization

In general, work activities for contractor personnel will be determined through CDM Change Advisory Board (CAB) assignments and prioritized by the CDM CAB members or one of the named callers in accordance with CAB needs. Where there are questions regarding prioritization of these activities for resolution or conflicts in guidance, the contractor personnel should raise these concerns to the Government Task Lead and COR for resolution.

In the event that a high priority DOI Computer Incident Response Center (CIRC) vulnerability remediation activities are required, (Examples include HeartBleed and ShellShock Vulnerabilities), contractor personnel shall provide support for these activities, where such activities involve the DOI BigFix solution, as top priority over all other work requests related to the DOI BigFix system.

Contractor personnel shall work with his/her named caller contacts, to resolve any questions related to work prioritization where such vulnerability remediation activities are required.

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4 General Information

4.1. Level of Experience/Qualifications Required

As outlined below, this work requires advanced knowledge and experience in all operations of the HCL BigFix enterprise software.

● Contractor personnel must be HCL certified for BigFix advanced support.

● Contractor personnel must have at least one (1) year of experience, after certification, providing advanced BigFix implementation/support/consulting/training for large enterprise customers.

● Contractor personnel must have a total of at least three (3) years of experience providing advanced BigFix implementation/support/consulting/training for large enterprise customers.

● Contractor personnel must have priority communication access to HCL back-end BigFix developers and Level three (3) or higher support personnel.

● Contractor personnel must have at least three (3) years of experience in developing BigFix action scripts, custom relevance for actions/fixlets/tasks/groups and analysis.

● Contractor personnel must have at least three (3) years of experience in developing custom BigFix Web reports and Dashboards.

● Contractor personnel must have at least five (5) years of experience with Windows, UNIX, and Mac OS environments.

● Superior written and verbal skills are necessary in order to provide training on the BigFix implementation.

● Contractor personnel must be proficient in the use of WebEx, SharePoint, Google Sites, Google Drive, Microsoft Project, and Microsoft Visio.

● Contractor personnel shall possess knowledge of and experience with the NIST SP 800-53 (as revised) security controls for Federal Information Systems at a moderate baseline.

NOTE: The contractor and the COR shall monitor the working relationship between the Government and contractor personnel to ensure that services do NOT develop into a personal service relationship as defined in FAR 37.104. Questions concerning this matter shall immediately be referred to the Contracting Officer (CO).

4.2. Background Investigation

All contractor personnel shall be required to complete a background investigation. This will require completing online documentation and training within in three (3) business days of selection by the contractor. The contractor is responsible to monitor the completion and submission of all documents, training and information required by the DOI.

Completion of a background investigation is required for access to Government worksites and access to the DOI computer networks. A favorable clearance must be received prior to starting work either on-site or off-site (See 4.21 for further security requirements).

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4.3. Conflict of Interest & Non-Disclosure Agreements

Organizational Conflicts of Interest (OCI):

Per FAR 9.5, organizational conflicts of interest may result when factors create an actual or potential conflict of interest on a contract, or when the nature of the work to be performed on the contract creates an actual or potential conflict of interest on a future acquisition.

An organizational conflict of interest may arise when a contractor’s employee knowingly or unknowingly participates in work activities that provide that employee with information or access to information that would give that individual and or their employer unfair advantage or the appearance of unfair advantage in the awarding of Government work in the near term or at some future date. An Organizational conflict of interest may be unique to the employee participating in the specific activities that cause the conflict of interest. Where such is the case the contractor employing that individual may still compete for future work as long as the individual who has the conflict of interest is not in any way involved in activities related to the competition for such future work and the contractor is able to reasonably prove to the Government , in writing, that the individual with the conflict of interest was prohibited from assisting the contractor’s response to such contract award activities in any way (Example: the individual who supported the Government organization in the creation of the package for a request for quote (RFQ), cannot also assist in the creation of the contractor’s response to the RFQ). Where such possibilities for conflict of interest may exist, the Government Point of Contact (POC) and the contracting organization should work together to determine optimal ways to resolve such conflicts wherever possible.

If the contractor or their employee believes that a Government defined work activity may create a future conflict of interest for themselves or their employer, they should contact their Government POC immediately to find an equitable resolution to the potential conflict, where possible. In some cases, specific contractor employees may be required to not participate in future activities, where conflicts of interest occur, but other, equally capable contractor’s employees may be able to deliver the necessary services to the Government on behalf of the contractor.

In some cases, the Government may hire contractor employees specifically to support the creation of documentation for future contract award activities. Where this is the case, the Government will notify the contractor’s employee and the contractor that such is the case and that the employee and/or the contractor may not be able to compete for such work in the future due to the created conflict of interest. In such cases, the contracting organization will have the right to determine whether or not to accept such work in recognition of the potential future impacts on their ability to compete for future work activities.

The contractor agrees that if it gains access to proprietary data of other companies, it will protect such data and it will not use such proprietary data in supplying systems or components in future competitive procurements (FAR 9.505-4). In addition, the contractor agrees to protect the proprietary data and rights of other organizations disclosed to the contractor during performance of this contract with the same caution that a reasonably prudent contractor would use to safeguard highly valuable property. The contractor also agrees that if it gains access to the proprietary information of other companies that it will enter into an agreement with the other companies to protect their information from unauthorized use or disclosure for as long as it remains proprietary and refrain from using the information for any purpose other than that for which it was furnished.

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The contractor agrees that it will not distribute reports, data or information of any nature arising from its performance under this contract, except as provided by this contract or as may be directed by the

CO.

The contractor agrees that it will neither evaluate nor advise the Government with regard to its own products or activities. The contractor shall objectively evaluate or advise the Government concerning products or activities of any prospective competitors.

The contractor agrees that it will include the above provisions, including this paragraph, in agreements with teaming partners, consultants or subcontractors at any tier which involve access to information covered above. The use of this clause in such agreements shall be read by substituting the word "teaming partner," "consultant," or "subcontractor" for the word "contractor" whenever the latter appears.

The contractor agrees that if an actual or potential Organizational Conflict of Interest (OCI) arises prior or after award, with regard to any contract, task order or modification thereto, the contractor shall make a full disclosure in writing to the contracting officer. This disclosure shall include a description of actions which the contractor has taken or proposes to take, after consultation with the CO, to avoid, mitigate, or neutralize the actual or potential conflict. All actual or potential OCI situations shall be handled in accordance with FAR 9.5.

Personal Conflicts of Interest:

In the course of performance pursuant to this contract, contractor personnel may be participating personally and substantially in duties that have a direct and predictable effect upon other non-Federal entities. The contractor agrees to use its best efforts to ensure those employees and others performing services under this contract avoid conflicts of interest or the appearance thereof. The contractor agrees that its employees and others performing services under this contract shall, prior to the commencement of performance, sign any Non Disclose Agreement applicable to the contract.

(a) Personal and Substantial. To participate personally means to participate directly. It includes the direct and active supervision of the participation of a subordinate in the matter. To participate substantially means that the employee's involvement is of significance to the matter. Participation may be substantial even though it is not determinative of the outcome of a particular matter.

However, it requires more than official responsibility, knowledge, perfunctory involvement, or involvement on an administrative or peripheral issue. A finding of substantiality should be based not only on the effort devoted to a matter, but also on the importance of the effort.

While a series of peripheral involvements may be insubstantial, the single act of approving or participating in a critical step may be substantial. Personal and substantial participation may occur when, for example, an employee participates through decision, approval, disapproval, recommendation, investigation or the rendering of advice in a particular matter.

Non-Disclosure:

In the course of performance pursuant to this contract, contractor personnel may access nonpublic information, including acquisition sensitive information. Contractor personnel agree that they will not use or disclose any such information unless authorized by the COR. To that end, the contractor agrees that its employees and others performing duties under this contract will, prior to the commencement of performance, sign the Non Disclose Agreement.

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4.4. Named Callers

A list of up to six Named Callers for this contract will be provided to the HCL AVP Support vendor.

Named callers will provide support for any contract related questions or issues.

4.5. Period of Performance

The Period of Performance for this effort will be 9 months.

4.6. Place(s) of Performance

Contractor personnel shall work at a location coordinated with the Government Task Lead and must be available, during working hours (detailed below) via telephone or email and have sufficient, secured network bandwidth and computing capabilities to provide the support required.

4.7. Hours of Work

Contractor personnel are expected to conform to normal operating hours with a start time any time between 6:30am and 9:30am EST, Monday through Friday, with the exception of Federal Government holidays, official Government closures, shutdowns or administrative leave (see sections

4.8 & 4.9 below). Schedule to be determined in coordination with the contractor and Government Task Lead.

4.8. Government Holidays

The following Government holidays are normally observed by Government personnel: New Year’s Day, Martin Luther King’s Birthday, Presidential Inauguration Day (metropolitan DC area only), President’s Day, Memorial Day, Independence Day, Labor Day, Columbus Day, Veteran’s Day, Thanksgiving Day, Christmas Day, and any other day designated by Federal Statute, Executive Order, and/or Presidential Proclamation. Other kinds of administrative leave such as acts of God (i.e.

hurricanes, snowstorms, tornadoes, etc.) Presidential funerals or any other unexpected Government closures may also be relevant to contract work hours days and work delivery.

4.9. Government Closure or Shutdowns

The contractor shall not charge or hold DOI liable for any work activities that cannot be actioned on days where the Federal Government is closed for inclement weather or other reasons determined by the Office of Personnel Management (OPM). Work activities that are not able to be performed due to Government closure activities shall be rescheduled as soon as possible at no additional cost to

DOI.

4.10. Government Furnished Equipment

Government furnished equipment may be provided in performance of this effort when the contractor is assigned to work on-site at a Government facility.

Facilities, Items and Services - the Government will furnish facilities, items, or services for the following: Office space, phone and Government issued laptop and related peripheral equipment as required for the performance of professional services.

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4.11. Government Owned Information

Government owned information may be provided in performance of this effort as outlined in the HCL AVP Technical Requirements, Section 5 of this SOW, as required. All Government owned information is proprietary to the Government and subject to all applicable policies, regulations, and laws pertinent to information management and security.

4.12. Training

Contractor employees must successfully complete DOI’s end-user Federal Information System Security Awareness, Privacy and Records Management (FISSA+) training prior to being granted access to DOI data or being issued a user account. Training must be renewed annually.

Additionally, the delivery order employees must sign a Statement of Responsibility that states they have read the appropriate Rules of Behavior and other applicable information security policies.

4.13. Key Personnel Changes

The contractor must notify the Government Task Lead and COR immediately when any key employee working on DOI systems is reassigned or leaves the contractor’s employ. Notifications must be conducted by both telephone and by email. If the Government Task Lead or COR is not available by telephone, a voicemail must be recorded providing details and follow-up contact information.

Any SME with access to proprietary source code working this requirement is considered as Key Personnel. Any changes to the Key Personnel require notification to the Government Task Lead and COR prior to the change.

4.14. Payment for Unauthorized Work

No payments will be made for any unauthorized supplies and/or services or for any unauthorized changes to the work specified herein. This includes any services performed by contractor personnel of their own volition or at the request of an individual other than a duly appointed CO. Only a duly appointed CO is authorized to change the specifications, terms, and conditions under this effort.

4.15. Physical Security

Contractor personnel shall be responsible for safeguarding all Government property provided for contractor use. At the end of normal duty hours and/or after normal duty hours, all Government facilities, equipment and materials must be secured regardless of where work activities are conducted.

4.16. Emergency or Special Event Services

Contractor personnel may be required to perform and/or provide services outside the normal hours of duty depending on operational requirements. To the extent such activities are required, the CO will provide the contractor advance written notice of the need for work activities outside the normal hours of duty and will work with the contractor to manage overall work hours accordingly.

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4.17. Notice Regarding Late Delivery/Delayed Performance

The contractors or the contractors assigned Project Manager shall immediately notify the Government Task Lead and CO in writing in the event that contractor personnel encounter difficulties in performance by giving pertinent details, including the date by which they expect to complete performance or make delivery. However, the notification will be information only in character and shall not be construed as a waiver by the Government of any contractual delivery schedule or date, or any rights or remedies provided by law under this effort.

4.18. Authority to Obligate the Government

The CO is the only individual who can legally commit or obligate the Government to the expenditure of public funds. No cost chargeable to this effort can be incurred before receipt of a fully executed delivery order or specific authorization from the CO.

4.19. Travel

It is anticipated that the majority of work activities can be successfully conducted within a 50-mile radius of Washington, DC (local travel). Such local travel shall not be reimbursed by the Government. The contractor shall be responsible for all expenses for travel within a fifty (50) mile radius in the DC, Maryland, & Virginia (DMV) area. DOI does not provide vehicles for local travel.

Contractor personnel shall have the capability to travel, as requested by DOI.

While travel outside the DC, Maryland, & Virginia (DMV) area is not anticipated, should it be required, reimbursement for such travel will be in strict accordance with Joint Travel Regulations and FAR31.205-46. All travel outside the DMV area requires the Government 's pre-authorization.

a. All travel costs and per diem costs must conform to Federal Travel Regulations (FTR) in effect at the time of travel authorization, including but not limited to daily per diem and lodging rates in effect for the area at the time of the travel. Expenses not in conformance with the FTR will not be reimbursed and should not be submitted.

b. Receipts and other written evidence to support submitted travel expenses over $75.00 shall be retained by the contractor for the duration of the contract plus one year, and made available to the CO or COR on request. Travel not supported by receipts or other evidence will not be reimbursed and should not be submitted.

The contractor shall state on all invoices that include claims for travel reimbursement that these claims are fully supported by proper documentation, that the documentation is available for audit, and that the claims confirm to the FTR.

The Government will not reimburse the contractor for expenses incurred for contractor personnel traveling to and from the place of performance to their residence in another location outside of the place of performance.

4.20. Contractor Personnel Security and Suitability Requirements

Performance of this effort requires contractor personnel to have a Federal Government -issued personal identification card before being allowed unsupervised access to a DOI facility and/or information systems. The Personnel Security Office will be the sponsoring official and will make the arrangements for personal identification verification and card issuance.

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The contractor shall identify all contractor and subcontractor personnel who will require (physical and/or logical) access for performance of work. The contractor must make their personnel available at the place and time specified by the COR in order to initiate screening and background investigations. The following forms, or their equivalent, will be used to initiate the credentialing process:

● OPM Standard Form 85 or 85P

● OF 306

● Fingerprint card (local procedures may require the fingerprinting to be done at a police station; in this case, any charges are to be borne by the contractor)

● Release to obtain credit information

● PIV card application (web-based)

Contractor employees are required to give, and to authorize others to give full, frank, and truthful answers to relevant and material questions needed to reach a suitability determination. Refusal or failure to furnish or authorize provision of information may constitute grounds for denial or revocation of credentials. Government personnel may contact the contractor personnel being screened or investigated in person, by telephone or in writing, and the contractor agrees to make available for such contact.

Alternatively, if an individual has already been credentialed by another agency through OPM, and that credential has not yet expired, further investigation may not be necessary. The contractor will need to provide the COR with documentation that supports the individual’s status.

During performance of the delivery order, the contractor shall keep the Government Task Lead and the COR apprised of changes in personnel to ensure that performance is not delayed by compliance with credentialing processes. Cards that have been lost, damaged, or stolen must be reported in writing to the Government Task Lead, the COR, and the Issuing Office within 24 hours.

Replacement shall be at the contractor’s expense. If reissuance of expired credentials is needed, it shall be coordinated through Government Task Lead or COR. At the end of performance, or when a contractor employee is no longer working under this delivery order, the contractor shall ensure that all identification cards are returned to the Government Task Lead or COR.

Before starting work, a National Agency Check (NAC) will be conducted to verify the identity of the individual applying for clearance. Upon successful completion of the NAC process, an identification card will be issued and access granted.

Simultaneously, a NAC with Inquiries (NACI) will be initiated to determine the individual’s suitability for the position. If the NACI adjudication is favorable, nothing more needs to be done. If the adjudication is unfavorable, the credentials will be revoked. In the event of a disagreement between the contractor and the Government concerning the suitability of an individual to perform work under this task order, DOI shall have the right of final determination.

This requirement must be incorporated into any subcontracts that require subcontractor personnel to have regular and routine unsupervised access to a federally controlled facility for more than 180 calendar days or any unsupervised access to a federally controlled Level 3 or 4 information system.

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4.21. Deliverables/Deliverable Schedule

All deliverables shall be submitted to the Government Task Lead and COR, unless otherwise agreed upon. Unless otherwise specified, DOI will have a maximum of fifteen (15) working days from the day the draft deliverable is received to review the document, provide comments back to the contractor, and approve or disapprove the deliverable(s). The contractor will have a maximum of five (5) working days from the day comments are received to incorporate all changes and submit the final deliverable to DOI. All days identified below are intended to be business days unless otherwise specified.

All documentation must be delivered to the Government in MS Word, Excel, PowerPoint, or MS Project file types unless otherwise specified by the Government Task Lead or COR.

5 HCL AVP Technical Requirements

The following are technical requirements for the HCL AVP SOW.

Task 1: BigFix Problem Management

Activities related to this task involve providing regular status updates, facilitating communications between DOI and HCL staff (contractor personnel) regarding problems, driving resolution of open issues as defined by DOI and providing bi-weekly management reports on activities. Details related to these activities are as follows:

● Participate in customer (DOI) conference calls and meetings in relation to BigFix as requested.

● Facilitate communications between DOI and other technical resources at HCL and provide appropriate technical documents from HCL as needed.

● Monitor and work with HCL support to resolve problem tickets opened by DOI staff, as needed.

● Engage appropriate escalation processes as needed to help drive problem resolution.

● Provide bi-weekly status on priority problems and efforts toward problem resolution.

● Ensure bi-weekly written status reports detail activities undertaken, customer personnel worked with during the reporting period (full list of meeting participants for all meetings is not required), status of technical issues under work, recommendation of any proactive maintenance and any other recommendations or comments deemed relevant for customer management knowledge or action.

Task 2: BigFix Proactive Support

Activities related to this task involve providing guidance and assistance with the intention of reducing or preventing problems from occurring in DOI’s environment. These activities may include but not be limited to, alerting DOI to authorized program analysis reports (APARs) experienced by other customers, assisting with development of risk mitigation plans when changes such as upgrades are proposed for DOI’s environment, participating in product life cycle maintenance planning and providing periodic reporting. Details related to these activities are as follows:

● Provide technical support for software release upgrades, and upgrades to all other software products required by the solution (i.e. database, terminal server, web server, etc.) as well as

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● Provide assistance with planning for specialized support that may be required during critical business periods or phases of overall solution deployment/migration.

● Provide support/recommendations for solution design decisions to ensure system security in keeping with all applicable federal guidance and optimum system performance and availability.

● Create and document custom relevance scripts to solve business needs as requested.

● Create, assist with, or supervise the creation of DOI specific documentation related to the BigFix work.

● Assist with solution replication testing and fail-over testing as needed.

● Assist in BigFix proactive problem prevention activities.

● Provide advice related to BigFix critical fixes or workarounds that may apply to the environment.

● Provide guidance and expertise in relation to installation and configuration of BigFix software fixes, patches and upgrades.

● Assist in capturing appropriate diagnostics and other information needed to facilitate problem resolution.

Task 3: BigFix Skills Sharing

Activities related to this task involve facilitating DOI personnel skills development related to the HCL BigFix product via periodic invitations to briefings by senior technical specialists, early access to technical information and on-the-job skills transfer through day-to-day work activities and answering questions from DOI personnel. Details related to these activities are as follows:

● Assist DOI, or other contract resources under contract to DOI, in providing system information and answering system questions in support of Assessment and Authorization (A&A) activities for the system (as needed).

● Review of DOI produced documentation related to the BigFix project to ensure such documentation is consistent with product best practices.

● Assist in the development of custom fixlets/tasks/actions and custom reports as needed to address DOI business needs.

● Assist in the development of dashboards to meet DOI needs and dashboard integration activities with DHS contractors (once such contractors are made available).

● Provide assistance to teams conducting security audits on the DOI BigFix system as needed to ensure compliance with applicable DOI and Government -wide, security standards.

● Assist with the development and review of Standard Operating Procedures (SOPs) related to the system, as needed. The intent will be to further refine the document repository and enable all bureaus and offices to share common processes and only develop new ones for unique cases.

● Facilitate skills development and solutions via scheduled briefings/training sessions.

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● Recommend, explain and document best practices for BigFix management based on DOI’s environment.

● Apply in-depth knowledge of environment to help support and expedite resolution of critical or time-sensitive technical problems and needs.

Task 4: BigFix Priority Routing

Activities related to this task involve providing prioritized call handling, such as priority telephone access via a managed queue to the Designated HCL Support Center, for problems opened by DOI through requests made by DOI staff in support of DOI BigFix implementation and optimization activities.

Deliverables

Contractor personnel shall provide the following deliverables:

● Bi-Monthly status reports (Status Report) – must be submitted by COB on the 15th and last days of each month IAW the SOW and Contract - which should include:

o Details related to priority problems and efforts toward problem resolution o Detail activities undertaken and notable achievements.

o Work completed and still outstanding.

o Listing of customer personnel worked with during the reporting period (full list of meeting participants for all meetings is not required).

o Status of technical issues under work.

o Recommendations of any proactive maintenance and any other recommendations or comments deemed relevant for customer management knowledge or action.

o Issues or obstacles impeding progress and recommended solutions o Topics or issues identified by the Government COR

● Documentation in support of the project as needed and when completed shall be submitted within five (5) business days of completion. Such documentation may include any of the following:

o Documentation related to solution design decisions (hardware, software or network diagrams, configuration details, data directory information) o Documentation related to procedures such as installation, disaster recovery, troubleshooting/problem resolution, system changes, or standard operating procedures.

o Documentation related to system problem resolution activities.

o Documentation related to user or administrator guides as needed.

o Documentation related to custom solutions developed to meet DOI project needs.

o Documentation related to development and use of custom fixlets, scripts, reports or dashboard creation/customization activities.

U.S. Department of the Interior Page 13 of 13 o Documentation relate to training, presentations or briefings related to the DOI’s implementation of the BigFix tool and all relevant components of the tool, where requested.

All documentation activities should include the review and validation of DOI created documentation as needed. All documentation should be clear, concise, accurate, and effective in communicating the necessary information to the relevant document audience.

Documentation provided by the contractor (white papers, written consultation responses from product developers within HCL, etc.) need not be provided to DOI for review and approval as these documents were not specifically created by contractor personnel supporting DOI under this SOW.

Information related to DOI’s network, devices on the network (desktops, laptops, servers, firewalls, etc.), configuration of those devices, vulnerabilities associated with those devices and/or other sensitive, DOI-specific information may be provided to the contractor in support of work activities described in this document, as needed. Such information shall be considered sensitive and must be protected by the contractor in keeping with the Department’s Non-Disclosure Agreement.