Attachment J7 - 0005 - Initial Task Order - Operational Support.pdf

Attachment J7 – Initial Order - Operational Support (Unix/Win/Storage) 03/11/2026

SECTION A – CONTRACT TYPE

This is a Firm Fixed Price (FFP) order issued pursuant to Indefinite Delivery/Indefinite Quantity (IDIQ) contract TBD. All terms and conditions of IDIQ contract TBD shall apply to this order.

SECTION B – PERIOD AND PLACE OF PERFORMANCE

Period of Performance:

Transition Services – June 01, 2026 – June 30, 2026 Base Year – July 01, 2026 – May 31, 2027 Option Year 1 – June 01, 2027 – May 31, 2028 Option Year 2 – June 01, 2028 – May 31, 2029 Option Year 3 – June 01, 2029 – May 31, 2030 Option Year 4 – June 01, 2030 – May 31, 2031

Place of Performance: Work to be performed under this task order shall be completed on-site at one of the facilities in the Washington DC Metropolitan area and remotely at the contractor’s facility. Travel to remote locations outside of the Washington DC Metropolitan area may be required.

• Adams

• Madison

• Jefferson

• Fort Meade Annex

• Culpeper

• Alternate Computing Facility

• Child Care Center

• Landover Facilities Annex

• Landover Cabin Branch

• Any other Required Library of Congress Facilities

Contractor Travel: Travel to the Library of Congress and other locations on Capitol Hill will be required for the performance of this contract. Travel to the Library of Congress locations may be required periodically and travel to other Library remote offices and facilities, such as DC4, may be required sometimes by business need for the performance of this contract. Historically, the contractor’s staff worked on-site at one of the Library’s Capitol Hill facilities 5 days per week during the transition period and then reduced it to 2-3 days per week after that (working remotely the other 2-3 days per week).

Travel expenses will not be reimbursed separately under this contract unless explicitly identified on individual orders. All travel requires written authorization by the COR in advance of its occurrence. An email will suffice as the COR’s “written authorization.”

Attachment J7 – 0005 - Initial Order – Operational Support

Library of Congress Locations:

Library of Congress Madison Building including TOC 101 Independence Ave. SE Washington, DC 20540

DC2

Manassas, VA 20109* *Complete address to be provided at time of award

NAVCC Packard Campus including DC3 Culpeper, VA 22701* *Complete address to be provided at time of award

DC4

Wise, VA 24293* *Complete address to be provided at time of award

Library of Congress Jefferson Building:

10 1st Street SE Washington, DC 20540

Library of Congress Adams Building:

101 Independence Avenue, SE Washington, DC 20540

Cabin Branch:

1505 Cabin Branch Drive

Hyattsville, MD 20785

Fort Meade:

100 Montgomery Meigs Road Fort Meade, MD 20755

Little Scholar Child Development Center:

601 East Capitol Street SE Washington, DC 20003

SECTION C – STATEMENT OF WORK

1. Overview OCIO requires contractor support to provide operational support to address several infrastructure projects. The Contractor will provide support in the specific technical areas to support the Library’s work with Microsoft Windows Servers including Microsoft Exchange, Unix/Linux, Database administration, Messaging, Network administration, Backup and Virtual Infrastructure.

Historically, the operational support services have included the following types of tickets:

• Change Requests: database engine version upgrade, database index optimizations, quarterly patching efforts, Exchange online mail flow rule, on-prem Exchange server upgrade, open SSH on production servers, migrate system logs to centralized rsyslog/Graylog, update BGP prefix filters to prevent route leak, allow HTTPS from external CDN to app tier, expand production datastore, and upgrade VM hardware version and VMware tools for critical app

• Change Tasks: create database backup before change, execute database schema, update script, validate message transport after upgrade, update Exchange online connectors for new secure mail partner, validate SSH post-upgrade, enable rsyslog TLS and certificates, validate BGP adjacencies and route acceptance post filter update, implement and test firewall rule + NAT, Validate access after datastore expansion, and post-upgrade validation of VM tools and devices

• Incidents: database service outage, severe query performance degradation, Unplanned interruption to a service (i.e. unable to send email, executive mailbox not receiving messages), High CPU from runaway process on production web nodes, disk full on/var impacting logging and services, Suspected STP loop or access switch failure, intermittent packet loss on WAN, High latency and VM IO errors on storage array and unresponsive VM

• Requests: requests for database access, requests for a new database instance, create a shared mailbox for a department, enable M365 mailbox for new employee, create UNIX account with sudo for ops engineer, provision NFS read-only mount for analytics, provision new VLAN + SVI for apps, add new site-to-site VPN to partner, provision new NFS share for analytics, and provision new VM for service

• Catalog Tasks: create a database user account, provision a database backup job, grant full access to shared mailbox, add user to distribution list, add user to UNIX group with limited sudo, install and configure cron-based backup on Linux host, assign switchport to VLAN and enable port security, create firewall address objects and rule for app whitelist, add Vmware hosts to storage group, and add VM to backup and monitoring policies

For historical context, the table below provides the ticket counts from the previous twelve months. Note:

these numbers should only be used as an estimate.

Database Messaging Unix Network Storage, Archive, VM

Change Requests 14 0 9 9 12 Change Tasks 45 0 31 43 23 Incidents 9 74 38 3 0 Requests 166 730 177 33 12 Catalog Tasks 184 917 359 448 20 Total Tickets 418 1721 614 536 67

2. Scope of Work The contractor shall support the IT Service Operation (ITSO) Directorate and provide operational support listed in detail requirements to accomplish a backlog of infrastructure projects to include:

a) Unix and Linux based systems

b) Database management systems

c) Communications and messaging platforms

d) Collaboration systems and platforms

e) Voice and data networking infrastructure

f) Systems monitoring and management

g) End-point devices and peripherals

h) Datacenter operations and datacenter infrastructure management including server computing platforms, storage systems infrastructure and information security infrastructure

i) Operations support for IT Services.

3. Description of Requirements and Services The Project Manager will provide coordination for deliverables and provide oversight/ coordination between the government supervisors and the contractor’s staff for the ServiceNow ticketing requests, annotations and closures.

The contractor shall perform the following ITSO operational support services:

a) UNIX/Linux Server Support Services

b) VMware Server Support Services

c) Backup and Archiving Support Services

d) Messaging Support Services

e) Database Management Support Services

f) Network Management Support Services

The Library has the following types of requests implemented in our ServiceNow System which the Contractor shall address under this order. These requests will be the main way that work is assigned to and distributed to the Contractor and their staff. The following request types will be implemented through ServiceNow and no work will be submitted outside of the system:

1) Service Request (RITM) which are linked to the Library’s services catalog. Service Requests can be generic or specific workflows based on the service catalog entry point. Each specific workflow has tasks assigned to ITSO technical teams in the order of competition required. The requests normally have a timeframe, and they need to be completed in based on the catalog or the request itself and these can normally be completed in 7 days or less unless the request states otherwise or there are extenuating circumstances documented in the request ticket. Service Requests not completed in the required timeframe per the request will normally be flagged on Library reports and will be considered a performance issue against the contractor unless there is a good reason for the delay documented in the ticket. Updates to these requests should be done at least weekly if not more often, depending on the requests. These Service Requests are not tied to a specific SLA.

2) Incidents (INC) are tickets that are submitted when there is a service disruption (Break/Fix) that has defined SLAs with required response times as provided in the Table Incident Response as is described in C.6. These tickets should be updated until the incident is closed.

3) Change Requests (CHG) are the ServiceNow workflows that provide oversight to document, approve and implement changes to the Library’s IT Systems. All tickets will come through ServiceNow and the changes will normally include a specific change request timeframe or release schedule that needs to be adhered to based on the specific change requested. The Library does not have a specific SLA that needs to be adhered to these requests.

3.1 UNIX/Linux Server Support Services

The contractor shall apply expert working knowledge of systems design, implementation, performance optimization, and administration of Unix/Linux servers over their full system lifecycle to:

a) Provide advanced systems administration/engineering of Red Hat Linux, to include any new versions.

b) Determine administration and maintenance of enterprise server applications including Apache, Php, Python, MySQL, Varnish, and Tomcat. This will include any new versions of the applications.

c) Provide scripting in Terraform, Ansible, BASH, PERL, and/or Python.

d) Provide management and configuration of Fiber Channel (FC) SAN and Network File System

(NFS) IP-based storage systems for use with Unix/Linux systems.

e) Implement security patches for Linux using RedHat Satellite and Ansible.

f) Apply RedHat Linux patches and security fixes for 2,500 UNIX and Linux servers during scheduled patch events.

g) Provide system health monitoring, reporting and incident response.

h) Conduct Linux VM provisioning and decommissioning.

i) Provide status reports and verbal communication for both managers and technical audiences.

j) Generate or update documentation to describe the latest steps used for systems administration and troubleshooting guidance of UNIX & Linux-based systems and platforms such as RedHat Linux and VMWare. The request for initiation of the documentation will be through submission of a Service Request in ServiceNow. The Library uses Systems Administration and Troubleshooting Guides for development when new technologies are implemented within the Library. The Library reviews these annually for changes and make minor updates as needed. The Library has approximately 25 of these guides across all three divisions (Data Center Management, O&M and Integrated Delivery). The documents range from 10-25 pages on average. Documents that need creation/ update or review will not be outside of the duty area of the assigned staff.

k) Review and fulfill requests from customers via the Library’s ticketing system. Incidents need to be complied with in accordance with the OCIO Service Level Agreements (SLA) and Priority Matrix (Section C.5). Requests from customers may include but are not limited to the following:

I. Repair or remediate of non-functional services hosted on Linux-based servers or VMs;

II. Create, unlock and delete accounts as well as granting or removing elevated privileges;

III. Modify server configurations – Add or remove system resources including CPU, memory, disk storage as well as server configuration settings;

IV. Implement or repair of systems administration scripts written in terraform, Ansible, bash, perl and/or python.

3.2 VMware Server Support Services

The contractor shall apply expert-level knowledge of systems design, implementation, performance optimization, and administration within an enterprise-scale VMware-based virtualization infrastructure.

This includes both on-premises vCenter environments and standalone systems, as well as cloud-based virtualization platforms such as AWS and Azure (IaaS). The scope includes support for ESXi environments (version 7.0 or later) throughout their full system lifecycle, to:

a) Apply security updates and patches to vCenter servers and ESXi hosts during scheduled patching windows.

• VMware typically releases vCenter and ESXi security updates within days of new vulnerabilities being discovered, which may occur monthly or quarterly.

• The Library applies these updates within thirty (30) days of release, or within five (5) business days for critical updates.

• On average, 3–5 updates or patches are deployed annually across VMware clusters spanning three data centers.

b) Design, implement, and support VMware vSphere across multiple data Centers. Including cross vCenter Server vMotion, automation, and data migrations, auto deploy, distribution virtual switches, TCP/IP routing and switching, virtualized storage and Windows Server or RHEL administration.

c) Design and implement VMware cloud foundation (VCF) and related features if required, such as Operation Manager or vSAN.

d) Design and implement containerization technology including Docker, Kubernetes or Pivotal Cloud Foundry.

e) Administer and maintain Cisco Unified Computing Systems (UCS) hardware using Cisco InterSight. The VMWare software runs on Cisco UCS hardware. Systems administration of Cisco UCS hardware would not violate any warranty or services.

f) Provide clear and well-written reports and verbal communication for both managerial and technical stakeholders.

g) Create or update technical documentation covering system design, administration, and troubleshooting guidance for virtual infrastructure platforms, including Cisco UCS, VCF, VMware and ESXi hosts.

• The contractor shall develop, update and deliver VMware System Administration and

Troubleshooting Guide (SAMTG) since there is not currently one developed for that team. The OCIO EMC Isilon Platform SAMTG.pdf attachment provides an example of the SAMTG formatting and average page length.

h) Review and fulfill requests submitted through the Library’s ticketing system. Incidents shall be resolved in accordance with the OCIO Service Level Agreements (SLA) and Priority Matrix (Section C.6). Requests from customers may include but are not limited to the following:

• Modifying server configurations (e.g., adjusting CPU, memory, disk storage, or server settings) and providing Tier-2 or Tier-3 support for virtualization issues.

• Provisioning and decommissioning VMs using Library-approved templates

• Collaborating with network, storage, and application teams to resolve cross-functional issues.

3.3 Backup and Archiving Support Services

The contractor shall apply expert working knowledge of systems design, implementation, operation support and optimization of backup and archiving solutions over their full system lifecycle to include the following:

a) Create or update technical documentation to describe the latest steps used for systems design, administration and troubleshooting guidance of Backup and Archive Infrastructure and platforms such as CommVault and NetBackup. These tasks could be assigned via tickets.

• The vendor will be expected to generate a new CommVault System Administration and

Troubleshooting Guide (SAMTG) since there is not currently one developed for that team. The OCIO EMC Isilon Platform SAMTG.pdf attachment provide an example of the SAMTG. Technical staff use the commercial Commvault Online Documentation for any troubleshooting (documentation.commvault.com) or contact Commvault support for any issues that need immediate resolution. The Library requires a document to be provided by Commvault called “Library of Congress – Commvault Administrative Runbook v.1.1” - This document is an Operations Guide covering basic aspects of administering the Commvault Environment.

b) Address and apply updates and patches to backup systems and platforms (such as CommVault) scheduled patch events. This will include any newer versions.

• The current vendor provides the patches to backup systems and platforms. Currently, the vendor releases maintenance patches every 6 months and emergency releases every month. The emergency releases are dependent on if the release is applicable to the environment. The Library anticipates the same will be needed for this requirement.

c) Design, implement and support backup solutions including disaster recovery policies and procedures.

d) Analyze, design, test and document implementation solutions for complex hardware and software issues associated with backup related technologies, including NetBackup, CommVault, and Enterprise Vault.

e) Maintain backup and archiving platforms which consist of both disk-to-disk and disk-to tape solutions.

f) Administer and maintain backup policies and manage daily, weekly, and monthly backup of data on servers across various OS platforms including Windows, Linux, UNIX, HP, and virtual platforms.

g) Analyze, design, test and document implementation solutions for continuous data availability, integrity and backup protection.

h) Review requests from customers via the Library’s ticketing system. Incidents shall be resolved in accordance with OCIO Service Level Agreements (SLA) and Priority Matrix (Section C.5).

3.4 Messaging Support Services

The Contractor shall provide expert-level support for Microsoft 365 Messaging and Exchange Online services. Responsibilities include administration, troubleshooting, migration, and security configuration of the Library’s Microsoft 365 messaging environment, including Exchange Online, hybrid Exchange configurations, and integrated services over their full system lifecycle to:

a) Administer and support Microsoft Exchange Online as part of the Microsoft 365 suite.

I. Manage hybrid Exchange deployments to ensure seamless mail flow and directory synchronization between on-premises Exchange servers and Exchange Online.

II. Utilize tools such as the Exchange Admin Center (EAC), Microsoft 365 Admin Center, and

Exchange Online PowerShell (EXO V2 Module).

b) Create, configure, and manage user, shared, and resource mailboxes.

I. Troubleshoot mail flow issues using Message Trace and transport rules.

II. Configure and manage connectors, SMTP relay, and hybrid mail flow rules to ensure secure and efficient delivery of email.

c) Configure and manage Microsoft Defender for Office 365 for email protection.

I. Implement policies for anti-spam, anti-phishing, and anti-malware.

II. Maintain safe sender/block lists and threat management reporting.

d) Implement and manage compliance and data protection controls.

I. Configure data loss prevention (DLP), retention policies, email encryption, and Microsoft

Purview Compliance Center settings.

II. Manage litigation holds and eDiscovery cases in accordance with regulatory and legal requirements.

e) Integrate Exchange Online with Azure Active Directory and enforce access controls.

I. Apply conditional access policies and configure Multi-Factor Authentication (MFA).

II. Manage permissions and Role-Based Access Control (RBAC).

f) Provide Tier-2 and Tier-3 user support for messaging services.

I. Troubleshoot issues related to Outlook, calendar sharing, mailbox permissions, and delegation.

II. Respond to service requests and incidents through the Library’s ticketing system in accordance with SLA and priority guidelines (Section C.5).

g) Monitor messaging system health and generate usage and activity reports.

I. Use Microsoft 365 tools and PowerShell scripts to monitor queues, detect anomalies, and validate service performance.

II. Produce custom reports for management and technical teams.

h) Conduct cumulative, security, and critical updates for on-premises Exchange Servers during scheduled patch events.

I. Exchange is patched monthly using Microsoft’s Cumulative Update (CU) releases.

II. Critical security updates are applied within five (5) business days if necessary.

i) Maintain clear, concise documentation and communication.

I. Update procedures, policies, and troubleshooting guidance for messaging systems.

II. Deliver messaging and Exchange System Administration and Troubleshooting Guides

(SAMTG), modeled after the OCIO formatting standard.

III. Provide verbal and written updates to technical staff and management stakeholders.

3.5 Database Management Support Services

The contractor shall apply expert working knowledge of systems design, implementation, performance optimization, administration and upgrade of Enterprise application databases of their full system lifecycle to of all supported versions of current and future database products such as Oracle, SQL Server, MySQL and PostgreSQL in the following main categories of support:

a) Database Design and Development I. Participates in the planning of future database expansion, enhancements, and selection.

II. Ensures database performance, availability, and security by developing routines to monitor and tune systems. Works with cloud infrastructure teams to optimize database architecture and performance in on premises and cloud hosting (AWS and/or Azure) environment.

III. Demonstrates expert level knowledge of automation tools and scripting languages such as Json, Terraform, PowerShell and other on premises or Cloud scripting tools.

IV. Implement and enforce security protocols to protect sensitive information in compliance with federal and state regulations.

V. Develops and manages comprehensive backup and recovery strategies.

VI. Analyzes database performance and identify areas for improvement.

VII. Proactively resolves performance issues and implement enhancements.

b) Database Management and Administration I. Provides high-level technical expertise and major technical responsibility for developing, monitoring, and maintaining all currently supported and future database systems.

II. Provides high-level technical expertise and major technical responsibility for installing, monitoring, and maintaining Database Managed Applications such as OFM/LDS and

ORDS.

III. Diagnoses and resolves the most complex data management problems and issues.

Establishes and enforces database standards, procedures and guidelines.

IV. Analyzes, reviews, and recommends upgrades for existing databases. Applies database changes and testing for vendor maintenance fixes, new releases and packages.

V. Selects and recommends database management tools to better facilitate data administration, and database administration functions. Conducts tests and evaluates database package tools with systems development teams and others, including end users.

VI. Administers cloud-based database services, ensuring adherence to best practices for data security and disaster recovery.

VII. Executes data restoration processes and conducts regular recovery drills to ensure that database backups are recoverable.

VIII. Provides consultation and instruction to other specialists on performance, database and file accessing techniques, search strategies, processing and space utilization efficiencies, database security procedures, backup and program recovery techniques, and testing techniques.

IX. Participates in rotations to coordinate major maintenance projects such as the quarterly database patching and Continuous monitoring activities.

c) Documenting and Reporting I. Maintains accurate documentation of database configurations, procedures, and policies.

II. Participates in annual reviews of the Database Management Section’s Standard

Operating Procedures (SOPs) documents.

d) Collaboration and Day-to-Day Customer Support

I. Collaborates with IT teams and stakeholders to gather requirements and support application development efforts.

II. Collaborates well with team members and consistently hosts presentations to share knowledge with the team and help in cross training efforts. Continuously displays excellent communication and teamwork abilities.

III. Database work will be assigned by DBA Section Chief through the Service Now ticketing system. Service Now tickets need to be updated and tracked to reflect accurate status.

All assignments should be documented in the periodic status report. ServiceNow tickets will be created to track work when it is assigned and may be assigned service requests with specific timeframes and due dates. Service Now tickets will be assigned to contractor staff by DBA Section Manager.

IV. Incident requests should comply with the SLAs mentioned in Section C.5 as applicable.

3.6 Network Management Support Services

The contractor shall apply expert working knowledge of systems design, implementation, operation and maintenance of critical network management infrastructure systems and tools over their full system lifecycle to:

a) Research, test, and implement additions and changes to network hardware and operating systems, and attached devices.

b) Investigate, analyze, recommend, configure, install, and test new network hardware and software.

c) Monitor Network management ServiceNow queue and maintain updates within SLA guidelines. Work with NMS team members to reduce ticket queues and provide implementation support.

d) Provide direct support in the day-to-day operations on network hardware and operating systems, including the evaluation of system utilization, monitoring response time and primary support for detection and correction of operational problems using knowledge of hardware and software installation and maintenance in a PC/LAN_WAN environment.

e) Maintain network infrastructure standards including network communication protocols such as TCP Transport Control Protocol/Internet Protocol (TCP/IP).

f) Manage basic firewall changes per New Service Now process.

g) Implement NetMRI and Cisco Catalyst Center for traffic reporting and proactive alerts and monitoring.

h) Research and document all Network Configurations and provide information for Life

Health Cycle planning and replacement.

i) Research, test, implement, and manage Gigamon in coordination with ITSec.

j) Configuration and management of Palo Alto firewalls and management devices.

k) Provide Zero Trust Network implementation experience with Cisco ISE (Identity

Service Engine) for NAC (Network Access Control) and Cisco Secure Client implementation.

l) Research, test, and implement Load Balancer for applicable applications.

m) Create or update systems administration troubleshooting guides for Access Controls.

o The contractor shall develop and deliver review and provide updates to two Network Administration and Troubleshooting Guides.

n) Create or update systems administration troubleshooting guides for Configuration Management.

o The contractor shall develop and deliver updates to Configuration management documentation.

o) Create or update systems administration troubleshooting guides for Authentication, Authorization and Accounting (AAA).

o The contractor shall develop and deliver one SAMTG for AAA services. The vendor can refer to The OCIO EMC Isilon Platform SAMTG.pdf attachment provide an example of the SAMTG for average content and page count.

p) Create or update systems administration troubleshooting guides for Hardware and Software Maintenance.

o The contractor shall develop and deliver updates network management documents.

q) Research and Document Library established configuration standards to ensure conformance to Library policies pertaining to SNMP, NTP and Login Banner configuration.

o The vendor will review and provide updates to fifteen network management services research and documentation library.

r) Research network changes and update Microsoft Visio network diagrams for

Network Architecture and Core Data Center Campus.

o The contractor shall update Visio diagrams for Network changes approved via the change control process.

s) Review and fulfill requests from customers via the Library’s ticketing system. Incident requests shall be resolved in accordance with the OCIO Service Level Agreements (SLA) and Priority Matrix (Section C.5).

Tickets will be submitted to the contractor using the Library’s ticketing system.

3.7 Transition Services

The Library requires no service disruption during the transition of services. The Contractor shall ensure the continuity of service without degradation or lapse of service before, during, and after transition. The Contractor shall develop and deliver a Transition-In Plan to facilitate a seamless handover of responsibilities and ensure uninterrupted service delivery from the incumbent contractor. The Transition-In Plan shall detail the process required to ensure continuity of service from the incumbent to the incoming Contractor at the service transition date. The Contractor shall Deliver a finalized Transition-In Plan within 5 days of the period of performance start date. During the transition period, the contractor will review all process documentation from the previous contractor to determine its suitability. The Contractor shall identify how it will coordinate with the incumbent and the Library to transfer knowledge regarding the following:

• Scope of effort to review and/or rewrite standard operating procedures from previous contractor

• Timeline, schedules, and milestones

• Process to transfer service without disruption

• Access for all records, circuit numbers, and locations

• Location of technical and project management documentation

• Points of contact

• Status of ongoing technical initiatives

• Testing and service verification and acceptance

• Appropriate coordination between incumbent and incoming Contractor to ensure error free service transition

• Communication and regular meetings with incumbent provider for transition period

Further, the contractor shall develop and deliver a Transition-Out Plan within 60 days of the performance end date.

4 Schedule of Deliverables

Paragraph reference

Deliverable Number

Description of Event/Deliverable Due date/Frequency

3 1 Project Kickoff meeting Within 5 days of award

3.7 2 Final Transition-In Plan Within 5 days of the start of the Period of Performance

3 3 Project Management Plan Award + 20 days

3 4 Periodic Status Report Weekly

3 5 Quarterly Status Report (QSR) Quarterly

3.7 6 Transition-Out Plan 60 Days prior to the end of the Period of Performance

ITSO Operational Support Task Order-Specific Deliverables

Paragraph reference

Deliverable Number

Description of Event/Deliverable Due date/Frequency

3.1 7 UNIX/Linux Server Support Services:

RedHat Linux patches and security fixes

Quarterly

3.1 8

UNIX/Linux Server Support Services:

RedHat Linux patches and security fixes for emergency patch events

As needed

3.1 9 UNIX/Linux Server Support Services:

Request Fulfillment

IAW 5.1 - Incident Response

3.1 10 UNIX/Linux Server Support Services:

Create or update systems administration troubleshooting guides

3.2 11 VMware Server Support Services: Apply security updates and patches to vCenter servers and ESXI host

Quarterly, Monthly

3.2 12 VMware Server Support Services:

Request Fulfillment

IAW 5.1 - Incident Response

3.2 13 VMware Server Support Services:

Create or update systems administration troubleshooting guides

3.3 14 Backup and Archiving Support Services:

Apply updates and patches to backup systems and platforms

3.3 15 Backup and Archiving Support Services:

Request Fulfillment

IAW 5.1 - Incident Response

3.3 16

Backup and Archiving Support Services:

Create or update two systems administration troubleshooting guides

Quarterly

3.4 17

Messaging Support Services: Apply cumulative updates and patches to Exchange Servers during scheduled patch events.

Quarterly

3.4 18

Messaging Support Services: Apply security updates and patches to Exchange Servers during scheduled patch events.

Monthly

3.4 19

Messaging Support Services: Apply critical security updates and patches to Exchange Servers during scheduled patch events.

Within 24 hours of ticket being issued

3.4 20 Messaging Support Services: Request Fulfillment

IAW 5.1 - Incident Response

3.4 21 Messaging Support Services: Assist with future Migrations

Task due dates will be defined in approved individual project management plan

3.4 22 Messaging Support Services: Create automated exchange and Office 365

Task due dates will be defined in approved individual project administrative scripts for ease of administration management plan

3.4 23 Messaging Support Services: Create or update systems administration troubleshooting guides

Quarterly

3.5 24

Database Management Support Services: Provide/update design, implementation plan and test plan/cases on assigned initiatives, develop actionable deployment checklist and rollback plan for supported tasks/CABs/SN tickets.

Initial draft of all deliverables are delivered within 5 business days after the high level approach is approved by management. Revision must be delivered within 5 days after LIBRARY comments are provided.

3.5 25 Database Management Support Services: Weekly status report

Status report is due by COB Thursday

3.5 26 Database Management Support Services: Assigned SN tickets are updated/followed up every week

SN tickets are updated by COB Thursday

3.6 27

Network Management Support Services:

Create or update systems administration troubleshooting guides for Access Controls

Quarterly

3.6 28

Network Management Support Services:

Create or update systems administration troubleshooting guides for Configuration Management

Quarterly

3.6 29

Network Management Support Services:

Create or update systems administration troubleshooting guides for Authentication, Authorization and Accounting (AAA)

Quarterly

3.6 30

Network Management Support Services:

Create or update systems administration troubleshooting guides for Hardware and Software Maintenance

Quarterly

3.6 31

Network Management Support Services:

Research and Document Library established configuration standards to ensure conformance to Library policies pertaining to SNMP, NTP and Login Banner configuration

Quarterly

3.6 32

Network Management Support Services: Update Microsoft Visio network diagrams for Network Architecture and Core Data Center Campus.

5 OCIO Service Level Agreements (SLA) and Priority Matrix:

Prioritization Guidelines Work Stoppage Service is unavailable

*User is unable to work Work Degradation Partial loss

*User work is affected

Work Interruption Service is not working correctly *User is inconvenienced

5.1 Incident Response

Table of Incident Response

Priority Significance Response Time

Resolution Time during Core Hours, M-F, 6:30AM - 8PM

Resolution Time Outside Core Hours, M-F, 8PM-6:30AM, Weekends and Federal Holidays

P1 Critical 15 minutes 2 hours 4 hours P2 High 15 minutes 4 hours Next Business Day P3 Moderate 15 minutes 8 hours Next Business Day P4 Low 1 Hour 2 business days 2 business days

6 Additional Information

6.1 Hours of Operation

The Library will require the Contractor’s staff to offer a coverage time between the hours of 8:00AM and 5:00PM Mondays through Fridays except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

6.2 Government-Furnished Property

The Library will provide access to existing EA documentation, system diagrams, IT system access including any software and systems needed to fulfill the requirement, facility access, infrastructure patterns, etc. Desk space and dedicated computers and telephones will be provided to each full-time team member.

Public Web/ Websites used by Congress (Congress.gov/LIS/ CRS.gov)

Enterprise Apps/ Infrastructure/Apps used by staff to directly support Congress

SU

Business Apps

VIP User

Work Stoppage P1 P1 P2 P2 P3

Work Degradation/Interruption P1 P1 P2 P2 P4

6.3 Key Personnel

The Contractor shall provide Project Manager who has at least 10 years of experience managing a diverse IT team on projects similar in size, scope and complexity to the requirements.

6.4 Invoice

Invoices shall be submitted monthly in accordance with LC52.232-1 – Library of Congress Invoice Instructions of the IDIQ and LC52.232-2 – Schedule of Payments of the finalized order.

(End of the Statement of Work)