Attachment_B-Coverage.docx

Attachment B-Maintenance Service Coverage for Hardware/Software

1. Background

This requirement is to support the U.S. Bureau of Labor Statistics (BLS is the principal fact-finding agency for the Federal Government in a broad field of labor economics and statistics. The BLS is an independent national statistical agency that collects, processes, analyzes, and disseminates essential statistical data to the American public, the U.S. Congress, other Federal agencies, State and local governments, businesses, and labor). The BLS workforce includes economists, mathematical statisticians, computer specialists, as well as administrative, technical, and professional support personnel. The BLS also serves as a statistical resource to the U.S. Department of Labor (DOL).

Check Point serves as the primary firewall vendor for BLS. Firewalls are used in various places within the BLS infrastructure to provide a layer of protection preventing unauthorized access to various parts of the network. Support of these firewalls, through compliance with Check Point Enterprise Software Subscription and Standard Support, is vital in maintaining the required level of protection. Check Point provides Security Gateways (firewalls). The technology offers a complete and consolidated security solution, with leading performance.

Scope

An award will be made to a vendor that is an authorized provider of Check Point maintenance wither a reseller of otherwise certified to provide support of the BLS Checkpoint firewall appliances and system software in accordance with the items listed in Attachment A. Support will consist of all firewall hardware and software components; including but not limited to, the firewall chassis, interface cards, flash cards, memory, software patches, unlimited support calls and the following tasks:

Tasks

· Vendor shall ensure that Check Point support personnel agree to provide hardware and software support for all service calls entered by BLS firewall administrators.

· Manufacturer, “Check Point” or equal in this case, will replace any faulty hardware device listed, provide software updates and patches, and assist in troubleshooting any Check Point or equal related problems reported by BLS (those listed in the user center).

· Work with Checkpoint or equal to use commercially reasonable efforts to correct errors in the Check Point or equal products in a timely manner and notify BLS personnel when an issue is resolved.

· Maintenance for all BLS firewall hardware and software components used to secure BLS connections to Regional Offices, Regional Office Collection Centers (ROCCs), States, Census, DOL, and VPN remote access.

· Provide maintenance for hardware and software assurance including but not limited to, the firewall chassis, interface cards, flash cards, memory, software patches, and unlimited support calls.

· Provide maintenance and software assurance for disk encryption, portable media encryption.

· Provide maintenance and software assurance for VPN and firewall software used on all BLS laptops.

· The table below provides the Service level Agreement (SLA) between BLS and Check Point or equal, with the following definitions:

“Severity” Definitions for Endpoint Security product(s):

“Severity 1” means:

(a) An Error with a direct security impact on the product; or

(b) An Error isolated to software, for which there is no reasonable Workaround, which renders the product inoperative, causing the end-point devices to fail catastrophically, affecting more than 1000 end point devices or 35% of deployed client base (in any case more than 100 affected end-point devices) within a production environment (not pre-deployment or staging) where end-point devices have been interrupted and not recovered; e.g., severe and general deployment wide system impact, systems are down, making end-point devices unable to perform (even with reduced performance) necessary business operations even after a change of and/or addition of procedures, configurations, applications, tools and/or data.

“Severity 2” means:

(a) An Error isolated to Software, for which there is no reasonable workaround, which substantially degrades the usability of the end-point devices, restricting the usage of and/or access to one or more necessary business functions without completely restricting the use of the licensed product, affecting more than 500 end-point devices or 25% of deployed client base (in any case more than 50 affected end-point devices) within a production environment (not pre-deployment or staging) where the end-point devices and/or Software may have been interrupted but recovered, in part or completely; e.g., end-point devices are operative but with limited capacity, substantially impacting the end-point devices’ ability to perform one or more necessary business functions; end-point devices and/or software are operative, but an important product function is unavailable or not operating; end-point devices and/or Software may have been interrupted but recovered, in part or completely; inability to connect to the internet/intranet; or

(b) An Error causing severe Software deployment/upgrade problems without prohibiting necessary business operations, affecting more than 500 end-point devices or 25% or more of the actual/intended client base (at least 50 devices affected); it may, or may not, be possible to circumvent the error, e.g., inability to install and/or upgrade product, without prohibiting the endpoint devices ability to perform necessary business operations; or business operations are not prohibited but may run with reduced performance.

“Severity 3” means:

(a) An error isolated to Software, for which there is a reasonable Workaround, or an Error that causes only a minor impact on the end-point client. Restriction in usage of one or more features of the licensed product with minor impact necessary business functions. The Error can cause some functional restrictions but it does not have a critical or severe impact on operations, e.g., the endpoint device is operations but may experience performance or operational limitations; or

(b) An Error isolated to software only affecting one or a limited number of individual end-point devices, that is not common for the installed end-point device population; it may, or may not, be possible to circumvent the error.

“Severity 4” means:

(a) A reported anomaly in the licensed product that does not substantially affect endpoint ability to perform normal business operations. This is a minor problem and does not constitute any significant limitation to products ability to allow normal business operation. An anomaly may be easily circumvented, e.g., a product cosmetic anomaly.

· In the event of a hardware failure, BLS will ship the device to the vendor for replacement.

Delivery

The order formed between BLS and a Check Point authorized or equal vendor. The vendor shall deliver hardware and software support for all Check Point or equal devices as listed on the BLS user center accounts below.

The Check Point user center accounts are 000669735, 0006492718 and 0007914258.

The user center is a vendor maintained customer portal listing all BLS purchases delivered by the Check Point or equal authorized vendor. The vendor will provide the BLS firewall administrators with support between the hours of 8:00am – 5:00pm ET Monday through Friday.

Recognized Holidays: The vendor is not required to perform services on Federal Holidays:

New Year’s Day Inauguration Day Birthday of Martin Luther King, Jr.

Washington’s Birthday Memorial Day Independence Day Labor Day Columbus Day Veterans Day Thanksgiving Day Christmas Day

Hours of Operation: The vendor shall be responsible for performing services from Monday through Friday between the hours of 8:00am and 5:00pm except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closing, or similar Government directed facility closings. An emergency 24/7 contact shall be provided for Emergency services.

Period of Performance

The Period of Performance (POP) – See Attachment A in the Request for Quotations (RFQ).

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