ATTACHMENT_1_PWS_Novell_Primary_Support_Engineer_FY18.docx

RFQ: 88310318Q00080 – NetIQ Primary Support Engineer-US

ATTACHMENT 1

PERFORMANCE WORK STATEMENT(PWS)

MicroFocus Primary Support Engineer Service

1. PURPOSE

1.1 The National Archives and Records Administration (NARA) is pursuing the acquisition of a NetIQ certified Primary Support Engineer to provide additional support and technical expertise of all Micro Focus products within NARA. This is a pre-defined service offering from Micro Focus, inc.

2.0 CURRENT ENVIRONMENT

2.1 NARA currently utilizes multiple Micro Focus products. The products include, but not limited to NetIQ ZCM, eDirectory and Identity Management, Novell Open Enterprise Server for File and Print and Sentinel.

3.0 SCOPE. The scope of the resulting order will include 24x7 access to Micro Focus Technical Support with a 30 minute maximum response time relating to problems and issues affecting the performance of any Micro Focus products licensed by NARA.

4.0 TECHNICAL REQUIREMENTS

4.1 Primary Support Engineer assigned to NARA able to provide assistance or escalation of all technical issues related to Micro Focus products.

4.2 Unlimited number of NARA authorized contacts able to open support calls.

4.3 24x7 Technical Support with maximum 30 minute response time provided by Micro Focus.

4.4 Primary Support Engineer will be onsite for a minimum of four working days annually

4.5 Primary Support Engineer will perform proactive review of NARA’s environment and provide recommendations to improve the environment.