Attach 3-Task 2 Enterprise Data Center.pdf

Information Technology Support Services (ITSS)

Task Performance Work Statement

(TPWS 2)

Enterprise Data Center (EDC)

Enterprise Services Center 6500 South MacArthur Boulevard Oklahoma City, OK 73125

October 11, 2022

Introduction and Overview

Background

Description of Work

Definitions/Acronyms

Performance Outcome(s)/Deliverable(s)

Reference Documents (if applicable)

TPWS Support Requirements

Place of Performance

Work Schedule

Training

Travel

Privacy and Security Requirements

Government Furnished Property

Government Surveillance - Inspection and Acceptance Criteria

Technical Exhibits:

Technical Exhibit 1 - Performance Requirements Summary ... 20

Task Performance Work Statement (TPWS) Enterprise Services Center

Enterprise Data Center (ESC EDC)

Task Reference No.: TPWS 2 – EDC Type: Firm-Fixed Price

Introduction and Overview The ESC Data Center is an ISO 20000-certified, mission-critical enterprise data center operating 24/7/365 providing data processing support, including system design, implementation and support for the Department of Transportation and many other government agencies. The infrastructure consists of about 900 physical and virtual servers, over 175 Oracle databases, more than 30 SQL Server databases, and offers in excess of 1,700 terabytes of physical data storage. The facility has redundant operations in cooling, emergency power, and uninterrupted power and is rated as a Tier 3 data center. ESC EDC provides technical, developmental and administrative support for SQL databases, Oracle databases, Oracle Financial systems and web applications from cradle to grave.

Background The ESC EDC supplies all hardware and software development, test, production, operations, maintenance and disaster recovery services for ESC.

Description of Work The contractor must provide the technical services described in this section. Nominal support hours required to perform these services are described where applicable. The services must be functional, accessible and usable 24 hours a day, 7 days a week.

The contractor must provide computer services including both Data Center Operations and Software Engineering. These include such services as the operation, maintenance, and sustaining engineering of computing systems, distributed servers, and peripherals, as well as the development and maintenance of computer and web applications.

The nominal support requirement for this service is 0600 through 1800, Monday through Friday, and performing remote monitoring with on-call support at all other times. Additional support may be required during major events based on scheduled customer requirements and may result in 2nd shift, 3rd shift, weekend, or holiday work.

3.1 Application Administration

The contractor must provide the technical services described in this section. Nominal support hours required to perform these services are described where applicable. The services must be functional, accessible and usable 24 hours a day, 7 days a week.

a. Perform application administration including monitoring, logging, and reporting applications performance and capacity utilization to identify potential problems and recommend systems enhancements. Prepare and verify job execution programs.

b. Provide Application Administration (AA) services for the FAA applications.

c. The nominal support requirement for this service is 0600 – 1800 local time, Monday through Friday, and performing remote monitoring with on-call support at all other times. Additional support may be required during major events based on scheduled customer requirements and may result in 2nd shift, 3rd shift, weekend, or Federal holiday work.

These include such services as the operation, maintenance, and sustaining production application support, as well as the development and maintenance of computer and web applications.

Support must include, but is not limited to the following:

a. User Access Request (UAR) support, including user-id creation/deletion/activation/deactivation/locks/unlocks.

b. Monitor incoming ticket queue and work or route tickets as they arrive.

c. Centralized processing job troubleshooting, on an ad-hoc basis, resulting from processing errors, which must be resolved prior to next processing cycle.

d. Weekly migration support, which occurs each weekend, or on an ad-hoc basis.

e. End-of-month support, 12 times per year.

f. Year-end support, twice a year. (Year end 1 and 2)

g. Release support, four times a year.

h. Daily Checklist and monitoring user configured processing jobs, on an ad-hoc basis, resulting from processing errors, which must be resolved prior to next processing cycle.

i. Daily “Concurrent Manager” exports support, for middle tier configurations in the Oracle E-Business Suite.

j. Oracle E-Business Suite workflow support, on an ad-hoc basis, resulting from processing errors, which must be resolved prior to next processing cycle.

k. Outage notification processes, as needed during core hours or outside of shift.

l. Oracle E-Business Suite application system administration tasks, including but not limited to setup and/or validation of profile options, concurrent managers, security, user account, password resets, workflow, request groups, menus, responsibilities and instance validation.

m. Centralized data warehouse job troubleshooting, on an ad-hoc basis, resulting from processing errors, which must be resolved prior to the next processing cycle.

Enterprise Architecture and Solutions Environment (EASE) – Outsourced to U.S. Department of Agriculture, National Information Technology Center (USDA/NITC) facility, located in Kansas City, MO. USDA performs the daily IT Operations support role, with FAA Enterprise Services Center (ESC) providing a limited support role for IBM z/OS mainframe and networking support must include, but is not limited to the following:

a. Basic Knowledge of z/Enterprise (z/OS, z/VM, and z/Linux) mainframe environments.

b. Assist NITC staff with z/OS software planning, testing, and verification, including patches and version upgrades, daily or per upgrade or project basis.

c. Working knowledge of z/system software, such as Time-Sharing Option (TSO), ISPF Editor, SDSF, JCL, mainframe utilities and batch programs.

d. Daily support of commercial off-the-shelf (COTS) software, utilities, compilers, and programming languages, for z/systems.

e. Monitor and report z/OS transaction metrics to business office in support of Service Level Agreements (SLA), and pricing, on a monthly basis.

f. Activities addressed in the facility management plan:

• Job control language support

• Backups

• z/OS security upgrades and patches

• z/OS Secure File Transfer (SFTP) support for interfaces

g. z/OS Citrix support for customer access, timeframes as documented in the NACO Technical Operations Plan.

h. Assist with new customer requirements for z/OS Mainframe systems, on a project/upgrade basis.

i. Investigate and resolve access issues on an ad-hoc basis as they occur.

j. Practical working knowledge of Vanguard Security toolsets.

k. Practical knowledge of ITSM for change/incident management requirements, and account provisioning software.

l. In depth knowledge of Resource Access Control Facility (RACF), and basic account access control industry and Federal government standards to perform z/OS based access management.

m. Basic knowledge of NIST, FISMA, and other federal regulations.

n. Analytical skills and knowledge for troubleshooting user and application access issues, and to provide resolution.

o. Review and update process documentation at a minimum annually or when changes are identified:

• EASE Facility Management Plan

• National Access Control Officer (NACO) Technical

Operating Procedure

• Computer Access Request System (CARS) Guides

• Mainframe Security Guide

• ISO 20K Security Process Owner

National Access Control Officer must include, but is not limited to the following.

a. Monitor NACO email mailbox daily, and take action on requests

b. Perform account administration tasks daily.

c. Perform software monthly production monitoring

d. Maintain software security tables.

e. Review and process daily delete transactions.

f. Establish and monitor elevated privilege accounts.

g. Perform as Access Control Officer and Technical Control Officer.

h. FAA’s NITC (USDA National Information Technology Center) Agency Role Membership Manager (ARMM) support must include, but is not limited to creating FAA roles and re-certifying user access using NITC Identity Manager, daily, weekly, and monthly with 24 x 7 on-call support.

Middle Tier Administration / Middle Tier Administrators (MTAs) Support must include, but is not limited to the following:

a. Monitor ticket queue(s) in applicable ticketing system(s) and work or route tickets within 10 minutes of arrival for all supported MTA systems and applications. Tickets must be transferred appropriately to federal or contract staff in accordance with the defined delineation of tasks.

b. Creating and following documented configuration and change management policies (including cookbooks and deployment plans for promotion to other environments).

c. Document and perform middle tier clone processes. One after year-end close and one after year-end-two close are mandatory but more are requested as needed. Overlays are required on an as needed basis.

d. Mitigating security vulnerabilities and adhering to security controls.

e. Implementing and maintaining Secure Sockets Layer (SSL) where deemed necessary and appropriate.

f. Creating and updating various custom web pages/sites while maintaining Section 508 compliance where deemed necessary and appropriate.

g. Administration and maintenance which includes, but is not limited to installing, configuring, patching, cloning, troubleshooting, hardening, securing, testing, and monitoring applications.

h. Ensuring the application or middleware is configured and functioning properly will include communication, coordination and testing with the networking team, firewall team, client/desktop support, database team, development team, system administration team, functional staff, customer (and/or end-user), and interfaces between other systems (e.g.

SOA, IDM, etc.) inside and outside of the Enterprise Services Center.

i. Contractor must provide personnel with working knowledge of technologies which support the currently supported middleware software and web applications.

Database Management (Development/Test/Production).

Support for financial and non-financial database systems. Support must include, but is not limited to the following:

a. Quarterly, emergency, and security mandated patching as required.

b. Monitor incoming established ticketing system(s) queue and work or route tickets as they arrive within 10 minutes, according to established work instructions.

c. Disk overlays and clones.

d. Disk Space management.

e. DB User management.

f. Instance created/management.

g. Monitoring to ensure system availability meets the customer's system level agreement (SLA)

h. Work with the System Administrators to test and resolve issues between the operating system and databases.

i. Coordinate system testing with the application developers and end users.

j. Write and update work instructions and ITIL best practices when documenting in preparations for system releases and installations.

k. Install/Manage oracle binaries.

l. Manage dblinks

m. Manage physical and logical standby database servers.

n. Provide security baseline checklists (SBCC) to security staff as requested.

o. Performance management (tuning analysis, performance issue analysis)

p. Manage automated storage instances (ASM)

q. Manage/troubleshoot Oracle Real Application Cluster (RAC) databases

r. Manage backup and recovery operations as required or requested.

s. Participate in disaster recovery exercises as required.

t. Manage Microsoft SQL Server clusters.

u. Manage MS SQL Servers installations and troubleshooting.

v. Provide database administration.

Server Administration.

Support must include, but is not limited to the following.

a. Monitor incoming ticket queue and work or route tickets as they arrive within 10 minutes, according to established work instructions.

b. Monitor and report malicious and suspect activity on all systems.

c. Monitor and report any sensitive information stored improperly on systems. Investigate, diagnose and take prescribed actions on all operational events, alarms and incidents. Support ITIL Incident and Problem management process activities with system expertise and troubleshooting. (Critical)

d. Perform Server Storage Administration duties, which must include, but is not limited to storage requests, managing local file shares and mount points, and managing network shares including permissions. (High)

e. Local Account Administration which must include, but is not limited to create, delete, modify local accounts, password resets, and account group management. Perform local file management which must include, but is not limited to adding, removing, modifying file permissions and creating local file/folder shares. Perform Server Network Administration, which must include, but is not limited to IP Address Management (add, remove, modify), firewall rule requests, and DNS requests. Work all service request tickets from Service Desk according to desk aid and technical operating procedures. Monitor systems for up/down status and normal operation, report status to FAA.

Report on performance against service targets contained in service level agreements. (Normal)

f. Implement all operational procedures as documented in the technical operations procedures. Maintain operational logs and journals on all events, warnings, alerts and alarms; recording, classifying and reporting all messages for FAA personnel review. Perform SQL Server Administration (Windows), which must include, but is not limited to installing SQL Server, managing and maintaining SQL Storage at server level, and monitoring SQL Cluster logs. (Low)

g. Provide server/system administration.

Technical Clerical Support.

Support to all units of the Systems Technical Support Section (Systems Administration, Database & Web Management, Application Automation & Interface Support, and Infrastructure). Support must include, but is not limited to the following:

a. The primary workload involves ensuring existing documents are up-to-date, creating new process documents, attending meetings and publishing notes, and using Microsoft Office, especially Microsoft Visio, in the creation of technical charts and diagrams. All requests for these tasks will be sent via the workflow ticketing system.

b. There are approximately 250 processes and Technical Operating Procedures (TOPs) maintained in this area. ITIL, ISO 20000 and ISO 9001 frameworks are heavily utilized. Tasks will vary in size and complexity. On average there are about 5 meetings per week.

Occasionally, there are multiple meetings on the same day.

c. The information technology employee clearance desk must be operated from 0800-1630 each normal work day. The individual at this desk is responsible for entering a trouble ticket to ensure exiting employees no longer have access to FAA computer systems then signing a form signifying that the access has been removed and the employee is cleared to resign, retire, or transfer to another facility.

Definitions/Acronyms

Acronym, application or product

Definition or Description

ARMM FAA/NITC Agency Role Membership Manager

BMC

An Action Request System (ARS) is a proprietary application server. It is best known as being part of the BMC IT Management Suite, a set of applications that runs over ARS.

CARS

The Computer Access Request System (CARS) is considered system software and is an integral component for EASE, providing automated processing of account requests for all EASE customer applications that reside on the EASE platform. CARS is not available to the public, and is used for account access for only those systems that reside on the EASE platform.

CICS

Middleware designed to support rapid, high-volume online transaction processing. A CICS transaction is a unit of processing initiated by a single request that may affect one or more objects in IBM z/OS.

CPAR Contractor Performance Assessment Report

CSD Custom Solutions Division

Cookbook Deployment instructions

Dblink A database link is a connection between two physical database servers that allows a client to access them as one logical database.

DBMS Database Management System

Delphi Includes standard functionality provided by Oracle Federal Financials (Oracle eBusiness Suite) and enhancements or features developed and available through ESC

Dev/Test Application or database development and testing DTF Delphi Transaction File

EASE Enterprise Architecture and Solutions Environment mainframe environment running IBM z/OS.

EDW/BI Enterprise Data Warehouse/Business Intelligence

ESCPRISM

Includes standard functionality provided by CompuSearch PRISM Commercial Off The Shelf software, including enhancements or features developed and available through ESC.

FIIS Financial Intranet Information Systems FPPS Federal Personnel Payroll System

GRC Governance, Risk, and Compliance (GRC), a component of the Oracle Fusion Applications suite

GTAS

The Government-wide Treasury Account Symbol Adjusted Trial Balance System (GTAS) is the primary means of reporting agency trial balance data. A single data collection system improves the quality of financial data by combining budgetary and proprietary trial balance reporting, enforcing the USSGL, and implementing new edits and validations.

iSupplier Oracle iSupplier Portal is the enterprise application that structures all supplier communication through a secure internet-based portal.

MarkView Kofax MarkView® for AP automates the AP operations using Oracle E- Business Suite (EBS) to significantly reduce cycle times and costs while optimizing process control and cash flow management.

MVS Motor Vehicle System NACO National Access Control Officer NITC National Information Technology Center, located in Kansas City, Missouri NRC Nuclear Regulatory Commission O&M Operations and Maintenance OBIEE Oracle Business Intelligence Enterprise Edition OEDQ Oracle Enterprise Daily Quality OFCS Overflight Fee Collection System OHS Oracle HTTP Server OS Operation System RHEL Red Hat Enterprise Linux

Serena Process-based application for managing and automating application development, DevOps and release management.

SOA Service Oriented Architecture UAR User Access Request USDA United States Department of Agriculture USSGL The US Standard General Ledger z/OS A 64-bit operating system for IBM mainframes, produced by IBM. It derives from and is the successor to OS/390.

Performance Outcome(s)/Deliverable(s) The contractor must send a separate itemization or line item on the monthly invoice for each of the categories of work listed below as 5.1 through 5.5. The contractor must be penalized for failing task goals that are reworked by federal employees as appropriate for each category. The tables are drawn from service level agreements in existence for Department of Transportation and other federal agency customers.

Applications Administrator Complete all tasks according to the following table, standard work week (Monday through Friday, 0600-1800). For each unmet goal, the government will deduct up to 10% from the category line item of that month’s invoice.

Tickets must be routed appropriately to federal or contract staff in accordance with the defined delineation of tasks.

Critical Ticket task completed within 3 business hours, on 85% of the tickets in each calendar month

High Ticket task completed within 8 business hours, 90% of the calendar month

Medium Ticket task completed within 3 business days, 95% of the calendar month

Low Ticket task completed within 5 business days, 99% of the calendar month

Contractor must designate to the COR no less than two on-call 24 hours, 7 days per week, including holidays, personnel each week who must answer or return an emergency phone call within 15 minutes then begin resolving the problem within two hours. (Support during non-core hours, weekends, and holidays allow an additional 2 hours for all tickets.) If the issue is not within the scope of the contract duties, the on-call contractor must notify the help desk who will, in turn, notify FAA management according to FAA protocols. If neither of the two contract employees answers or returns the call within the allotted time, the help desk must notify FAA management. Failure to respond to the ticket or phone call and begin work within two hours of a criticalticket will result in a negative Contractor Performance Assessment Report (CPAR).

Scheduled migrations, month-end, year-end and releases occur between 45 and 52 weekends per year. This is not a criticalticket but weekend work is pre-scheduled and mandatory 100% of scheduled times. Failure to provide application administrators capable of completing all tasks listed in Section 3.1 for each scheduled weekend or after-hours work will result in a negative CPAR and a deduction of up to 20% of the monthly category invoice for each failure.

Tiers of service required for Application Administrators:

• Tier 1 -Zero

• Tier 2 - Up to 10,000 tickets per year

• Tier 3 - 10,001 to 20,000 tickets per year

• Tier 4 - 20,001 to 31,799 tickets per year

• Tier 5 - 31,800 to 40,000 tickets per year

• Tier 6 - 40,0001 to 45,000 tickets per year

• Small customer add-on=1,458 more tickets

• Large customer add-on=2,917 more tickets

Note: Tiers will be performed by Contractor

Middle Tier Monitor ticket queue(s) in applicable ticketing system(s) and work or route tickets within 10 minutes of arrival for all supported MTA systems and applications. For unmet goals, the government will deduct up to 10% from the category line item of that month’s invoice. Tickets must be routed appropriately to federal or contract staff in accordance with the defined delineation of tasks.

Established timelines are as follows:

Critical Ticket task completed within 3 business hours, on 85% of the tickets in each calendar month

High Ticket task completed within 8 business hours, 90% of the calendar month.

Medium Ticket task completed within 3 business days, 95% of the calendar month.

Low Ticket task completed within 5 business days, 99% of the calendar month.

Contractor must designate no less than two on-call 24/7/365 personnel each week that must answer an emergency phone call within 15 minutes then begin resolving the problem within two hours. If the issue is not within the scope of the contract duties, the on-call contractor must notify the help desk who will, in turn, notify FAA management. If neither of the two contract employees answers the on-call phone within the allotted time, the help desk must notify FAA management. Failure to respond to the phone call or begin work within two hours will result in a negative CPAR.

Tiers of service required:

• Tier 1 - Zero tickets per year.

• Tier 2 - Up to 1,500 tickets per year

• Tier 3 - 1,501 to 2,154 tickets per year

• Tier 4 - 2,155 to 2,350 tickets per year

• Tier 5 - 2,351 to 2,694 tickets per year

• Tier 6 - 2,695 to 3,234 per year

• Add-on (small): 500 additional tickets per year

• Add-on (large): 1,000 additional tickets per year

Database Administrators Monitor ticket queue(s) in applicable ticketing system(s) and work or route tickets within 10 minutes of arrival for all supported systems and applications.

Tickets must be routed appropriately to federal or contract staff in accordance with the defined delineation of tasks. For unmet goals, up to 10% will be deducted from that month’s invoice. Established timelines are as follows:

Critical Ticket task completed within 90 minutes, 1.5 business hours, on 85% of the tickets in each calendar month

High Ticket task completed within 8 business hours, 90% of the calendar month

Medium Ticket task completed within 3 business days, 95% of the calendar month

Contractor must designate to the COR no less than two on-call 24/7/365 personnel each week that must answer an emergency phone call within 15 minutes then begin resolving the problem within two hours. If the issue is not within the scope of the contract duties, the on-call contractor must notify the help desk who will, in turn, notify FAA management. If neither of the two contract employees answers the on-call phone within the allotted time, the help desk must notify FAA management. Failure to respond to the phone call or begin work within two hours will result in a negative CPAR.

Tiers of service required:

• Tier 2 - Up to 1,000 tickets per year

• Tier 3 - 1,001 to 2,008 tickets per year

• Tier 4 - 2,009 to 2,250 tickets per year

• Tier 5 - 2,251 to 2,510 tickets per year

• Tier 6 - 2,511 to 2,750 tickets per year

• Tier 7 - 2,751 to 3,100 tickets per year

• Add-on (small): Up to 999 additional tickets per year

• Add-on (large): 1,000 - 1,500 additional tickets per year

System Administrators Monitor incoming ticket queue and work or route tickets as they arrive within 10 minutes, according to established work instructions. For unmet goals, up to 10% will be deducted that month’s invoice. Established timelines are as follows:

Critical Ticket task completed within 3 business hours, on 85% of the tickets in each calendar month

High Ticket task completed within 8 business hours, 90% of the calendar month

Medium Ticket task completed within 3 business days, 95% of the calendar month.

Contractor must designate no less than two on-call 24/7/365 personnel each week that must answer an emergency phone call within 15 minutes then begin resolving the problem within two hours. If the issue is not within the scope of the contract duties, the on-call contractor must notify the help desk who will, in turn, notify FAA management. If neither of the two contract employees answers the on-call phone within the allotted time, the help desk must notify FAA management. Failure to respond to the phone call or begin work within two hours will result in a negative CPAR.

Tiers of service required:

a. Windows server

• Tier 1 - Zero tickets per year.

• Tier 2 - Up to 1,500

• Tier 3 - 1,501 to 1,999 tickets per year

• Tier 4 - 2,000 to 2,249 tickets per year

• Tier 5 - 2,250 to 2,499 tickets per year

• Tier 6 - 2,500 to 3,125 tickets per year

• Add-on (small): 500 additional tickets per year

• Add-on (large): 625 additional tickets per year

b. Linux and UNIX servers/systems

• Tier 1 - Zero tickets per year

• Tier 2 - Up to 2,000 tickets per year

• Tier 3 - 2,001 to 2,660 tickets per

• Tier 4 - 2,661 to 3,100

• Tier 5 - 3,001 to 3,583 tickets per year

• Tier 6 - 3,584 to 4,343 tickets per year

• Add-on (small): 434 additional tickets per year

• Add-on (large): 543 additional tickets per year

Note: Tiers will be performed by Contractor

Technical Clerical For unmet goals, up to 10% will be deducted that month’s invoice.

Prepare advanced Microsoft Visio diagrams of system architecture. Provide completed Visio diagrams of network structure from sketches or draft documents provided by a subject matter expert.

Prepare, write and edit information technology documentation, including graphics as required, in order to update Technical Operating Procedures documents (TOPs) and ISO standards documents. Deliverable is completed IT documentation, including graphics as required, in order to update Technical Operating Procedures documents (TOPs), service level agreements, customer notifications and ISO standards documents. Completed document must be in required format. Assignments are made through an automated workflow ticketing process; ticket receipt must be acknowledged within 1 hour. Draft document must be delivered to the requestor within 3 business days, final document within 7 business days.

Publish technical and non-technical meeting notes for ESC EDC as required by International Organization for Standardization (ISO), federal and ESC guidance using appropriate format. Meeting notes/minutes electronically filed and published via email using the correct format. Complete technical and non-technical meeting notes for ESC EDC as required by International Organization for Standardization (ISO), federal and ESC guidance using appropriate format.

The information technology employee clearance desk must be operated from 0800-1630 each normal work day. The individual at this desk is responsible for entering a ticket to ensure exiting employees no longer have access to FAA computer systems then signing a form signifying that the access has been removed and the employee is cleared to resign, retire, depart or transfer to another facility.

• Tier 1 - Zero tickets per year.

• Tier 2 - 1-25 Visio documents annually (5.5.1), 1-100 new documents or revisions annually (5.5.2), 1-300 meeting minute documents completed annually (5.5.3), staff the exiting employee desk 8 hours per business day

• Tier 3 - 26-50 Visio documents annually (5.5.1), 101-300 new documents or revisions annually (5.5.2), 301-520 meeting minute documents completed annually (5.5.3), staff the exiting employee desk 8 hours per day

• Add-on (small)=100 new documents or revisions annually, 300 meeting minute documents completed annually

• Add-on (large)=25 Visio documents annually, 100 new documents or revisions annually, 300 meeting minute documents completed annually

Reference Documents (if applicable)

Document No. Description Distribution

System Administration Technical Operating Procedures (TOPS)

Documentation that has all instructions for system administrator procedures and processes

Available at time of award to security-cleared individuals

Application Name Available at time of award to security-cleared individuals

TPWS Support Requirements Contractor may provide on-site task lead functions but this service is not required by the government.

Place of Performance Space will be available for vendor employees in government buildings located at the Mike Monroney Aeronautical Center (MMAC) in Oklahoma City, Oklahoma.

Work Schedule Standard duty hours are 0600 to 1800 Central time, Monday through Friday, excepting federal holidays. Contract staff described in Sections 5.1, 5.2, 5.3, 5.4, and 5.5 must be working on-site during those hours. Additionally, certain tasks will require support outside of core hours (0600-1800), on weekends, and Federal holidays. Most positions described in this document also require on-call 24 hours, 7 days per week.

Training Some general administrative training is mandatory. This training is primarily offered on-line at no cost to the vendor. Time spent on mandatory training will be at least three hours but not more than 10 hours. No other training will be provided by the government.

Contractor support may be required to attend classes at the program site or at a vendor training facility. Contractor must ensure all contract employees are trained in the SAFe 4.0 (or higher) Framework .

Travel Travel is allowed for this task on a case-by-case basis, with prior approval by the Government.

Privacy and Security Requirements Contractors must meet personnel security/suitability sensitivity levels commensurate with their position sensitivity level and are subject to personnel investigation requirements (e.g., FAA Order 1600.1E & 1600.73). Contractors will be required to sign a Rules of Behavior statement pertaining to system administrator role. Content of all data the contractor works with and results are assumed to be privacy data and will be held confidential.

Government Furnished Property The Government must provide, without cost, the facilities, equipment, materials and services listed below. The Government-furnished property and services provided as part of this effort must be used by the contractor only to perform under the terms of the resulting contract. No expectation of personal privacy or ownership using any FAA electronic information or communication equipment must be expected.

Materials. The Government must furnish the following:

a. The basic reference manuals, and any revisions, updates, and changes thereto for use by the contractor

b. Computerized documentation inherent to the nature of the functions being performed.

Use of Government Property, see PWS Section 6.3

Government Surveillance - Inspection and Acceptance Criteria The Government will evaluate the contractor’s performance on this task in accordance with the Technical Exhibits provided in Section 15.0 below.

The Exhibits are focused on what the Government will do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

Technical Exhibits:

Technical Exhibit 1 - Performance Requirements Summary The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

Task Deliverable(s) Applicable Standard(s) Performance Schedule / Requirement

5.1.1 Monitor ticket queue and

complete all tasks during a standard work week, minus federal holidays, (Monday through Friday, 0600-1800 Central Time).

Critical – 3 business hours High – 8 business hours Normal – 3 business days Low – 5 business days

See table in 5.1.1

Critical – 85% High – 90% Medium – 95% Low – 99%

See table in 5.1.1

5.1.2 Contractor must designate no

less than two on-call 24/7/365 personnel each week that must answer an emergency phone call within 15 minutes

COR to be notified of the 2 on-call individuals who must answer an emergency phone call

Notification to COR by 0900 Central Time every week, 100% of first business days in a year.

5.1.3 Provide application

administration personnel for weekend work

45-52 weekends, including holiday weekends

Following activities are scheduled via the workflow ticketing system. Personnel must be provided for 100% of:

Migrations Month-end Year-end Releases

5.2.1 Monitor ticket queue(s) in

applicable ticketing system(s) and begin work or route tickets within 10 minutes of arrival for all supported MTA systems and applications during standard work week (Monday through Friday 0600-1800).

Critical – 3 business hours High – 8 business hours Normal – 3 business days Low – 5 business days

See table in section 5.2.1

Critical – 85% High – 90% Medium – 95% Low – 99%

See table in section 5.2.1

5.2.2 Contractor must designate no

less than two on-call 24/7/365 personnel each week that must answer an emergency phone call within 15 minutes then begin resolving the problem within two hours.

COR to be notified of the 2 on-call individuals who must answer an emergency phone call

Notification to COR by 0900 Central Time every week, 100% of first business days in a year.

5.3.1 Monitor ticket queue(s) in

applicable ticketing system(s) and work or route tickets within 10 minutes of arrival for all supported systems and applications during the standard work week (Monday through Friday 0600-1800)

Critical – 1.5 business hours High – 8 business hours Normal – 3 business days Low – 5 business days

See table in section 5.3.1

Critical – 85% High – 90% Medium – 95% Low – 99%

See table in section 5.3.1

5.3.2 Contractor must designate no

less than two on-call 24/7/365 personnel each week that must answer an emergency phone call within 15 minutes.

COR to be notified of the 2 on-call individuals who must answer an emergency phone call

Notification to COR by 0900 Central Time every week, 100% of first business days in a year.

5.4.1 Monitor incoming ticket queue

and work or route tickets as they arrive within 10 minutes, according to established work instructions during the standard work week (Monday through Friday 0600-1800)

Critical – 3 business hours High – 8 business hours Normal – 3 business days Low – 5 business days

See table in section 5.4.1

Critical – 85% High – 90% Medium – 95% Low – 99%

See table in section 5.4.1

5.4.2 Contractor must designate no

less than two on-call 24/7/365 personnel each week that must answer an emergency phone call within 15 minutes.

COR to be notified of the 2 on-call individuals who must answer an emergency phone call

Notification to COR by 0900 Central Time every week, 100% of first business days in a year.

5.5.1 Provide completed Visio

diagrams of network structure from sketches or draft documents provided by SME. Monitor and acknowledge workflow ticket, provide draft document within 4 days and completed document within 10 days

Technical Operating Procedures and correct Visio standard symbols to represent network equipment and in compliance with FAA Order 1000.36 and Human Factors Technical Writer’s Guide, DOT/FAA/CT-

TN98/

No errors in grammar, spelling or Visio symbols and structure. First draft returned to SME within 4 business days. Completed document within 10 business days.

5.5.2 Prepare, write and edit IT

documentation, including graphics as required, in order to update Technical Operating Procedures documents (TOPs), service level agreements, customer notifications and ISO standards documents. Completed document must be in required format.

Assignments are made through the workflow ticketing system.

Use the appropriate standard based upon the subject, which may include ISO guidelines http://www.iso.org/iso/how-to-write-standards.pdf, the current Microsoft Style Manual, the current IBM Style Guide, FAA Order 1000.36 or the Human Factors Technical Writer’s Guide, DOT/FAA/CT-TN98/2.

No errors in grammar, style, or spelling. First draft due to requiring SME within 3 business days and workflow ticketing system ticket updated accordingly. Final document must be completed within 7 business days.

5.5.3 Publish technical and non-

technical meeting notes for ESC EDC as required by International Organization for Standardization (ISO), federal and ESC guidance using appropriate format. Meeting minutes electronically filed and published via email using the correct format.

Use the current appropriate format as required by ESC, FAA or Federal guidance. Writing style must comply with FAA Order 1000.36, the Human Factors Technical Writer’s Guide, DOT/FAA/CT-TN98/2, Microsoft Style Manual or IBM Style Guide.

Meeting notes published by noon (1200) the next business day after the meeting. No errors in grammar or spelling.

5.5.4 Staff the information

technology employee clearance desk from 0800-1630 each business day, minus federal holidays.

Using the workflow ticketing system format, enter information to ensure exiting employees no longer have access to FAA computer systems in the established format. Sign a form signifying that the access has been removed and the employee is cleared to depart.

Clearance desk must be staffed no less than 152 hours each contract month.