SOW - eCRB Hosting and Maintenance.pdf

eCRB Filing/Management Hosting and Maintenance Services

C.1. OVERVIEW / BACKGROUND.

The Library of Congress (Library) requires contract support to provide operations and maintenance to the Copyright Royalty Board (CRB) electronic filing/case management system that was constructed and completed in 2016 under LCCOP16C0032. This support will be for the electronic submission, dissemination, long-term management, tracking and reporting of motions, briefs, exhibits, comments and other user-generated litigation or regulatory documents, and orders, determinations and other documents generated by the Copyright Royalty Judges (Judges).

The CRB is an administrative tribunal, located within the Library that adjudicates disputes concerning royalty rates and distributions of royalty fees under several provisions of the Copyright Act. It consists of Judges, staff attorneys, and a program assistant. In many respects, the CRB functions like a court of law.

At any given time, the CRB has multiple active “proceedings,” which are similar to court cases. Each proceeding has multiple parties—individuals or entities outside the Library—that are generally (though not universally) represented by attorneys. The parties frequently file documents with the CRB that require action by the Judges in the form of written Orders. The CRB holds hearings, at which the parties offer numerous documents as evidence to supplement oral testimony of witnesses (which is transcribed by an outside contractor). At the end of the proceeding, the Judges render a “determination” (the equivalent of a court’s decision) that is reviewed by the Register of Copyrights, signed by the Librarian, and published in the Federal Register.

C.2. SCOPE

The contractor shall provide hosting, licensing, operation and maintenance for the electronic filing/case management system (eCRB) to handle documents filed with or generated by the CRB. The contractor shall train Library personnel in using and administering the system and provide customer support to internal and external users.

C.3. REQUIREMENTS

C.3.1 Hosting and Licensing Services The contractor shall provide cloud hosting of the eCRB system with security and all software modules. The contractor shall provide all applicable application-based licensing for the eCRB system including Accusoft. The contractor shall provide a unique and password protected credential with "two factor identification" for the staff login. The contractor shall integrate Login.gov single sign on functionality into the eCRB system. The eCRB system shall include NIST controls that are designated for systems having the moderate security categorization as well as adhere to all the Library’s Information Technology Security Directive 5-410.1: Information Technology Security Policy and any other Library IT Security requirements. The system is expected to be classified at the Moderate level.

C.3.2 Operation and Maintenance The contractor shall provide on-going Operation and Maintenance Support (O&M) for the eCRB filing/management system website. O&M support may consist of an average of four (4) technical inquiries requested per month and quarterly content updates to the eCRB system. The contractor shall provide minimum service levels for O&M to include routine maintenance, bug fixes, and patches to correct programming errors, address security updates, and maintain capability and performance levels. The contractor shall provide maintenance via ad hoc telephone and/or email support to include any advisory assistance. All application, system errors, issues, and bugs identified by users will be reported. The contractor shall provide O&M support for work stoppage and work degradation.

C.3.2.1 External Systems The contractor shall install updates from external systems eCRB utilizes, such as Login.gov, Adaptive, and Accusoft. The contractor shall provide testing for related security patches and vendor updates. If the Library requires configuration updates or migration to replacement systems, the contractor shall provide the updates or migration services.

C.3.3 Customer Support to internal and external users of the eCRB system Support shall be provided as ad hoc telephone and/or email communication that address inquiries to cover any troubleshooting, web application error resolution, performance issue resolution, security issue resolution, disaster recovery items. Problem resolution may coincide with the updates to the eCRB content. The customer support may include the following:

• Service Requests

• Processes

• Project Support Tasks

• Non-Routine Tasks

C.3.4 Remediate Software Vulnerabilities The contractor shall remediate software vulnerabilities in accordance with the minimum response and resolution times listed in the Service Request Priority Response matrix below.

Priority Significance Response Time Resolution Time P1 Critical 15 minutes 4 hours P2 High 30 minutes 1 day P3 Standard 4 hours 5 days P4 Low 1day 10 days P5 Routine Process 1 day 30 days P6 Non-Routine Tasks 1 day 3 months

C.3.5 Service Level Agreements Implementation of the following Service Level Agreements (SLAs) to include monthly performance and reliability data consistent with SLA measurement requirements reported to the Contracting Officer Representative (COR) no later than seven (7) days from the end of each month. The Contractor shall meet the Excellent Quality Level for each SLA. In the event the Contractor misses the Excellent Quality Level for a month then they shall provide the COR with a corrective action plan to address the issue. In the event the Contractor is rated as unsatisfactory for any SLA then the Contractor shall reduce the O&M monthly invoice by the weighting amount in the Monitoring Method column below. In the event the Contractor shall be rated as unsatisfactory for multiple SLAs within the same month then the weighting percentage shall be cumulative (Ex: Having an unsatisfactory rating for two SLAs in the same month would be 4% off the monthly invoice).

SLA Standard Quality Level Monitoring Method

1 Availability meets agreed upon service level

Excellent:

Monthly availability is >= 99.9 %

Very Good/Satisfactory: Monthly availability is 99.6%–99.9%

Unsatisfactory:

Monthly availability is less than 99.6%

100% surveillance – 2% Weighting

2 Throughput meets or exceeds agreed upon service level

Excellent:

Meet both of the following SLAs: (a) Monthly data throughput rates exceed 80% of 400 Mb / second for sustained periods longer than 5 minutes; and (b) do not exceed 50% of installed capacity for sustained periods longer than 60 minutes

Very Good/Satisfactory:

Meet one of the following SLAs: (a) Monthly data throughput rates do not exceed 80% of 400 Mb / second for sustained periods longer than 5 minutes; or (b) do not exceed 50% of installed capacity for sustained periods longer than 60 minutes

Unsatisfactory:

Monthly data throughput rates exceed 80% of 400 Mb / second for sustained periods longer than 5 minutes, and exceed 50% of installed capacity for sustained periods longer than 60 minutes

100% surveillance – 2% Weighting

3 Average download file transfer speed meets or exceeds agreed upon service level

Excellent/Very Good/Satisfactory:

Monthly average download time is <= 16 seconds for 100% of all downloads synthetic transactions

Unsatisfactory:

Monthly average download time is more than 16 seconds for all download synthetic transactions

Synthetic transaction on fixed interval.

Transaction will be based on download of a standard file - 2% Weighting

4 Average upload file transfer speed meets or exceeds agreed upon service level

Excellent/Very Good/Satisfactory: Monthly average download time is <= 84 seconds for 100% of all upload synthetic transactions

Unsatisfactory: Monthly average download time is more than 84 seconds for all upload synthetic transactions

Synthetic transaction on fixed interval.

Transaction will be based on upload of a standard file. 2% Weighting

C.3.6 Knowledge Preservation Requirements C.3.6.1 Written documentation of the System for users and administrators within the Library, to include the necessary technical information, including changes to any code used to create a portal for public users of the System from the CRB website. The contractor shall update documents after any sort of software or architecture configuration change made by the contractor on its own or at the request of the CRJ. System documentation shall include:

• A well-defined project test plan that includes best practices.

• Test results and analysis report.

• Updates to the Systems Administration Manual upon system completion that documents key information and Standard Operating Procedures (SOPs) necessary to maintain the system effectively. The manual will provide the definition of the software support environment, the roles and responsibilities of the various personnel, and the regular activities essential to the support and maintenance of the system. The manual will be provided in electronic form.

C.3.6.2 The vendor will back up the data using a system that will enable the vendor or the CRB to promptly and easily recover data if necessary.

C.4. PHASE IN/PHASE OUT PERIOD

To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the contractor shall have personnel on board, during thirty (30) day phase in/phase out periods. During the phase in period, the contractor shall become familiar with performance requirements in order to commence full performance of services on the contract start date. The phase out period is included in the period of performance and shall occur if the Library does not exercise an option to extend the contract period of performance or if the Library is unable to exercise any additional options.

C.5. KEY PERSONNEL

The contractor shall provide a program manager who shall be responsible for the performance of the work. The contractor shall designate to the COR in writing the name of this person and an alternate who shall act for the contractor when the program manager is absent. The program manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The program manager or alternate shall be available between 8:30 a.m. and 5:00 p.m. Eastern Time, Monday thru Friday.

The minimum qualifications for the Program Manager shall include:

• U.S. Citizenship

• Ability to communicate both orally and in writing with senior level executives.

• Ability to meet critical deadlines.

• Expertise in execution and oversight of major federal IT programs.

(End of the Statement of Work)