MAR 24

PERFORMANCE WORK STATEMENT (PWS)

(Microsoft Unified) (28 May 2026)

PART 1

GENERAL INFORMATION

1. GENERAL: This is a non-personal service(s) contract under which the personnel rendering the service(s) are not subject, either by the contract’s terms or by the manner of its administration, to the supervision and control usually prevailing in relationships between the Government and its employees.

1.1 DESCRIPTION OF SERVICE/INTRODUCTIONS: This is a non-personal service(s) contract to provide Microsoft Unified Support Services for Defense Language Institute Foreign Language Center (DLIFLC).

1.2 BACKGROUND: The Defense Language Institute Foreign Language Center (DLIFLC) at the Presidio of Monterey supports over 7,500 personnel worldwide, providing on-campus instruction to 4,000 students across 850 wired and wireless classrooms. Its platform-agnostic environment accommodates both Windows and macOS systems, as well as mobile devices.

The Microsoft ecosystem in use includes M365 A5, Azure, on-premises infrastructure, and single sign-on (SSO), supported by services such as Windows Server 2019/2022, Active Directory, Exchange, SharePoint, Visio, Project, Power BI, and Entra AD Premium. Major system enhancements require the transfer of subject matter expertise (SME) to DLIFLC’s technical team to ensure continuity and operational effectiveness.

1.3 SCOPE: The Contractor shall provide non-personal service(s). through Microsoft Designated Support Engineering to support DLIFLC operations across a broad range of Microsoft products and platforms, including but not limited to Active Directory (AD), Windows Server OS, Exchange, Entra AD, ADFS, SharePoint, Project, PowerApps solutions, pooled storage, account management, asset inventory, Azure, and equipment tracking systems.

The Contractor shall also transfer expertise to DLIFLC personnel to strengthen and expand the enterprise network, ensuring efficiency, reliability, and scalability. All services shall comply with the standards and quality requirements defined in the PWS and related contract documents.

1.4 OBJECTIVES: To leverage Microsoft Unified Support Services to support and strengthen DLIFLC’s IT knowledge base, capabilities, and system performance in support of critical academic and business functions across the enterprise. Engineers shall be available to assist DLIFLC as issues arise.

1.5 GENERAL INFORMATION:

1.5.1 QUALITY CONTROL PLAN (QCP): The Contractor shall submit a Proposed QCP to the Contracting Officer (KO), through the Contracting Officer’s Representative (COR), within 30 days of the Period of Performance start date. The Government will review the plan and either provide written acceptance or return comments within 7 days. If comments are provided, the Contractor shall submit a Final QCP within 7 days. Written acceptance from the KO will follow review of the Final QCP.

Any subsequent changes to the accepted QCP must be resubmitted to the KO for approval no later than 7 days prior to the anticipated change and before implementation. The same review and acceptance timelines will apply.

At a minimum, the QCP must address the following:

(a) A chart showing the organizational structure and lines of authority, the names, qualifications, duties, responsibilities, and classification of each member of the Contractor's Quality Control Team;

(b) How the Contractor will monitor work to ensure performance complies with all deliverables (etc. timelines, deadlines, and goals);

(c) How the Contractor will monitor work to ensure performance complies with all specifications and requirements of the contract, including the contract’s clauses;

(d) How the Contractor will monitor and ensure staff qualifications remain current and valid including Department of Defense (DoD) Contractor Personnel Office (DOCPER) processes/approvals throughout contract performance;

(e) How the Contractor will ensure all keys issued will remain controlled items

(Paragraph 1.7 Key Control);

(f) How the Contractor will inventory and track maintenance of all Government Provided

Equipment / Materials;

(g) How the Contractor will identify, investigate, and correct any non-conforming performance and prevent similar deficiencies in the future; and

(h) How the Contractor will file and save all Quality Control related documents for the life of the contract plus 5 years.

1.5.1.1 RESERVE.

1.5.1.2 The Contractor shall inform the COR of issues or potential issues that might affect the performance within 3 hours from 7:00 am – 6:00 pm of identifying those issues. Verbal reports shall be followed up by written reports within 5 days (001).

1.5.2 Quality Assurance (QA): The Government will evaluate the Contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan (QASP). This plan is primarily focused on what the Government must 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 acceptable quality levels (performance thresholds).

1.5.3 Recognized Holidays: The following provides information on recognized holidays for the purpose of the PWS. If submittal of any documentation (e.g. deliverables, submittals, etc.)

deadlines fall on a holiday, the closest work day prior to the holiday will apply as the deadline for submittal.

1.5.3.1 U.S. Holidays: Work shall not be performed on U.S. federally recognized holidays occurring during the normal workweek unless otherwise directed by the KO. When a U.S.

holiday occurs on a Saturday or a Sunday, the holiday is observed on the preceding Friday or following Monday, respectively.

Table 1. US Holidays New Years Day 1st day of January Martin Luther King Jr’s Birthday 3rd Monday of January Presidents Day 3rd Monday of February Memorial Day Last Monday of May Juneteenth 19th day of June Independence Day 4th day of July Labor Day 1st Monday of September Columbus Day 2nd Monday of October Veterans Day 11th day of November Thanksgiving Day 4th Thursday of November Christmas Day 25th day of December

1.5.3.2 Host Nation Holidays: RESERVE.

1.5.4 Operating Hours: The Government facility office hours, facility operating hours, and the Contractor support hour requirements often coincide, however, they may differ. Please refer to the following.

1.5.4.1 Government Facility Office Hours: The Government facility office hours are 0700 - 1700, and Monday through Friday except U.S. Holidays identified in paragraph 1.5.3.1 above or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government-directed facility closings.

1.5.4.2 Government Facility Operating Hours: The Government facility operating hours occur between the hours of 0600 - 1700, and Monday through Friday. The Government facility is not open during local or national emergencies, administrative closings, or similar Government-directed facility closings except for Emergency Services and Personnel. The Presidio of Monterey has four gates. The Private Bolio Gate on the northeast side of the Presidio of Monterey serves as the only 24-hour access point and the location of the Visitor Control Center (VCC). Franklin Gate hours are M-F, 0600-1800, and High Street Gate is open to morning traffic only from 0700-0800, M-F. Taylor Gate is open twice a day, M-F: 0600-1300 for In & Outbound traffic and 1600-1800 for outbound traffic only. All Pedestrian Gates are 24/7 with CAC ID access.

1.5.4.3 Contractor Support Hours: The Contractor shall provide support between the hours of 0700 to 1700, Monday through Friday, and closed during local or national emergencies, administrative closings, or similar Government-directed facility closings.. The Contractor shall maintain an adequate workforce at all times, for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons.

When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce is essential.

1.5.4.3.1 Contractor Work Plan: The Contractor shall prepare and maintain a Work Plan.

The plan, as a minimum, shall identify regularly scheduled work (to include location, work to be completed, timeline, etc.) The Contractor’s proposed Work Plan shall be submitted to the Contracting Officer via the COR for review within (thirty (30) days) after date of contract award (002). The Government will review and either accept or return their comments to the Contractor within (ten (10) days). The Contractor shall then have (three (3) days) to submit a Final Work Plan. Any proposed change to the accepted Final Work Plan is required to be resubmitted via the COR for review and acceptance by the Contracting Officer at a minimum thirty (30) days prior to implementation. The timeline noted above shall apply for review and acceptance for proposed changes.

1.5.5 Training Holidays: RESERVED.

1.5.6 Place of Performance: RESERVED.

1.6 Security Requirements: The following information is provided on security related matters.

1.6.1 Security Program: Contractor personnel performing work under this contract must have a favorable Tier 1 Background check within ten (10) days after the award of the contract, and must maintain the level of security required for the life of the contract. The security requirements are IAW with the DoD Contract Security Classification Specification (DD Form 254), which is currently accessible at the following link:

http://www.dtic.mil/whs/directives/forms/eforms/dd0254.pdf

1.6.2 Personnel Security Clearance Requirements: RESERVED.

1.6.3 Installation/Post Access: RESERVED.

1.6.3.1 Installation Pass Log: RESERVED.

1.6.3.2 Individual Termination or Expiration of Employment: RESERVED.

1.6.3.3 Contract Termination or Cancellation: RESERVED.

1.6.3.4 Common Access Cards (CAC) and CAC Log: RESERVED.

1.6.4 Background Checks: Contractor personnel performing work under this contract must have a favorable Tier 1 Background check.

1.6.4.1 U.S. Citizens RESERVED.

1.6.4.2 Local Nationals and Third Country Nationals: RESERVED.

1.6.5 Physical Security: The Contractor shall safeguard all Government equipment, information, and property provided for Contractor use.

1.6.6 Operations Security (OPSEC) Requirements: Contractor personnel shall adhere to facility security policies and restrictions. The Contractor shall immediately report suspicious activities to security personnel

1.7 Key Control: RESERVED.

1.8 Post Award Conference/Periodic Progress Meetings: The Contractor shall attend any post award conference convened by the contracting activity or contract administration office in accordance with FAR Subpart 42.5. The Contracting Officer, COR, and other Government personnel, as appropriate, may meet periodically with the Contractor to review the Contractor's performance. At these meetings, the Contracting Officer will apprise the Contractor of how the Government views the Contractor's performance and the Contractor shall apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the Government.

1.8.1 The Contractor shall attend, participate in, and furnish input to scheduled and unscheduled meetings, conferences, and briefings that relate to the functions and services herein as required by the Government to provide effective communication and impart necessary information. The Contract Manager or designated representative shall attend meetings as requested by the Government. Meeting attendees shall at times include Contractor managerial, supervisory, and other personnel knowledgeable of the subject matter.

Meetings may start or end outside of regular duty hours.

1.9 Contracting Officer’s Representative (COR): Refer to Part 2 of this PWS for the definition of a COR. As determined by the Contracting Officer, a COR will be appointed and identified by letter of designation, a copy of which will be provided to the Contractor by the Contracting Officer. The designation letter states the responsibilities and limitations of the COR, especially regarding changes in cost or price, estimates, or changes in delivery dates.

The COR is not authorized to change any of the terms and conditions of the resulting order.

The COR monitors all technical aspects of the contract and assists in contract administration.

The COR is not authorized to obligate the Government. If the work is not written in the contract, the COR is not authorized to request new work. The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract, perform inspections necessary in connection with contract performance, maintain written and oral communications with the Contractor concerning technical aspects of the contract, issue written interpretations of technical requirements, including Government drawings, designs, specifications, monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies, coordinate availability of Government property, and coordinate site entry of Contractor personnel.

1.10 Key Personnel: The Contractor shall provide an Account Manager responsible for overall contract performance and an Alternate Account Manager to serve in their absence. The names and Curriculum Vitae (CVs) of both individuals shall be submitted in writing to the Contracting Officer (KO) within five (5) days of contract award. The KO must accept the CVs prior to either individual performing contract tasks.

The Account Manager and Alternate Account Manager shall have full authority to act on behalf of the Contractor in all matters related to daily operations and shall be available Monday through Friday, 6:00 a.m. to 5:00 p.m.

a. Contract Manager and Alternate Contract Manager: CVs must demonstrate successful completion of 24 semester hours in mathematical, engineering, and quantitative analysis courses. 15+ years of cost analysis experience. Familiarity with Department of Defense data sources (e.g., cost and software data reporting, Earned Value Management (EVM), etc.), or a minimum of 5 years’ Program Manager experience within the past 10 years.

b. Designated Support Engineer (DSE): Minimum of 5 years’ engineering experience within the past 10 years. Responsible for managing DLIFLC problem requests submitted to the Designated Support Team. Provides technical support within assigned product lines.

c. U.S. Citizen Support: Minimum of 5 years’ support engineering experience within the past 10 years. All support shall be provided exclusively by U.S. citizens and managed within the United States.

1.11 Identification of Contractor Employees: All Contractor personnel attending meetings, answering Government telephones, and working in other situations where their Contractor status is not obvious to third parties must identify themselves, to include proper marking of signature blocks in correspondence, to avoid creating an impression in the minds of members of the public that they are Government officials. The Contractor shall ensure that all documents or reports, produced by Contractors are suitably marked as Contractor products or that Contractor participation is appropriately disclosed.

1.11.1 RESERVED.

1.12 Contractor Identification Badges: RESERVED.

1.13 Contractor Travel: RESERVED.

1.14 Other Direct Costs (ODCs): RESERVED.

1.15 Data Rights: The Government has unlimited rights to all documents and materials produced under this contract. All documents and materials, to include the source codes of software, produced under this contract shall be Government-owned and are the property of the Government with all rights and privileges of ownership and copyright belonging exclusively to the Government. These documents and materials may not be used or sold by the Contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other Government rights.

1.16 Non-Disclosure Requirements: Performance under this contract may require the Contractor to access data and information proprietary to a Government agency, another Government Contractor, or of such nature that its dissemination or use other than as specified in this work statement would be adverse to the interests of the Government or others. The Contractor and Contractor personnel shall not divulge or release data or information developed, or obtained under performance of this PWS, except to authorized Government personnel or upon written approval of the Contracting Officer. The Contractor shall not use, disclose, or reproduce proprietary data that bears a restrictive legend, other than as specified in this PWS. All documentation showing individual names or other personal information shall be controlled and protected under the provisions of the Privacy Act of 1974, Public Law 93- 579, 5 United States Code (U.S.C.) Section 552a.

1.17 Protection of Government and Contract Information: Per Public Use Notice of Limitations stated by Defense imagery Management operations Center and contained at www.dimoc.mil/resources/limitations/ , the Contractor shall not cite any information (e.g., contract information, pictures, locations, etc.) obtained through this contract on any hard copy or digital marketing tools to include its company website.

1.18 Non-Disclosure Agreements: RESERVED.

1.19 Organizational Conflict of Interest (OCI): Contractor and subcontractor personnel performing work under this contract may receive, have access to or participate in the development of proprietary or source selection information (e.g., cost or pricing information, budget information or analyses, specifications or work statements, etc.) or perform evaluation services which may create a current or subsequent OCI as defined in FAR Subpart 9.5. The Contractor shall notify the Contracting Officer immediately whenever it becomes aware that such access or participation may result in any actual or potential OCI and shall promptly submit a plan to the Contracting Officer to avoid or mitigate any such OCI (003). The Contractor’s OCI Mitigation Plan will be determined to be acceptable solely at the discretion of the Contracting Officer. In the event the Contracting Officer unilaterally determines that any such OCI cannot be satisfactorily avoided or mitigated, the Contracting Officer may affect other remedies as he or she deems necessary, including prohibiting the Contractor from participation in subsequent contracted requirements which may be affected by the OCI.

1.20 Phase In /Phase Out Period: RESERVED.

1.21 Safety: The following provides information pertaining to Safety and Accident Prevention:

1.21.1 (OCONUS - Host Nation)Safety Laws and Regulations: RESERVED.

1.22 Environmental Compliance: The following provides information on Environmental Compliance.

1.22.1 Environmental Compliance Plan and Program: RESERVED.

1.23 Required Training: The following provides information on training requirements.

1.23.1 Anti-Terrorism (AT) Level I Training: All Contractor employees, including subcontractor employees, who are employed under the contract, shall complete AT Level I Training within thirty (30) days (004) after contract start date or effective date of incorporation of this requirement into the contract, whichever applies, or thirty (30) days after employment of new personnel. Contractor personnel travelling overseas shall complete area of responsibility (AOR) specific AT awareness training for U.S.-based Contractor employees and associated subcontractor employees. The Contractor shall submit certificates of completion (004) for each affected Contractor employee and subcontractor employee to the COR (or to the Contracting Officer, if a COR is not assigned) within five (5) days after completion of this training by all employees and subcontractor personnel. AT Level I awareness training is available at https://jkodirect.jten.mil. Contractor personnel shall complete refresher training (004) every twelve (12) months except AOR specific AT Level I training which shall be completed as required by local AT policies

If training cannot be conducted on the website, the Contractor shall coordinate with the COR who will contact the local AT Officer at their assigned location for classroom training.

Contractor personnel completing training in the classroom will receive a certificate or the training attendance roster signed by the AT Officer. Verification of the training shall be provided to the COR within five (5) days after completion of the training (004).

1.23.2 OPSEC Training: All Contractor employees, including subcontractors, shall complete Level I OPSEC training within thirty (30) days of employment under this contract (004).

Verification of the training shall be provided to the COR within five (5) days after completion of the training (004) OPSEC Level I training is available at http://www.cdse.edu/catalog/elearning/GS130.html. Contractor personnel must complete refresher training every twelve (12) months (004) Verification of the training shall be provided to the COR within five (5) days after completion of the training (004).

If training cannot be conducted on the website, the Contractor shall coordinate with the COR, who will contact the local OPSEC Officer at their assigned location for classroom training.

Contractor personnel completing training in the classroom will receive a certificate or the training attendance roster signed by the OPSEC Officer. Verification of the training shall be provided to the COR within five (5) days after completion of the training (004).

1.23.3 iWATCH Training: The Contractor and all associated subcontractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This locally developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within thirty (30) days after the contract is awarded and within thirty (30) days after new employees commence contract performance, with the results reported to the COR within thirty (30) days after the contract is awarded and within thirty (30) days after new employees commence contract performance (004). Verification of the training shall be provided to the COR within five (5) days after completion of the training (004). Training slides can be found on the Army OneSource we site:

https://jkodirect.jten.mil/Atlas2/page/login/Login.jsf

1.23.4 Information Assurance (IA) Training

1.23.4.1 All Contractor employees, including subcontractors, requiring access to Government information systems shall complete the DoD IA Cyber Awareness Training within thirty (30) days (004) after contract start date or effective date of incorporation of this requirement into the contract, whichever applies, or thirty (30) days after employment of new personnel. Verification of the training shall be provided to the COR within five (5) days after completion of the training (004).

1.23.4.2 All Contractor employees, including subcontractors, working information technology (IT)/IA functions shall comply with DoD and Army training requirements per Information Assurance Training Certification and Workforce Management DoD Directive (DoDD) 8570.01, Information Assurance Workforce Improvement Program DoD 8570.01-M, and Information Assurance AR 25-2 within thirty (30) calendar days of employment. Training is available at https://securityawareness.usalearning.gov/opsec/index.htm .

1.23.4.3 All Contractor employees, including subcontractors, performing services under this contract with access to a Government information system must be registered in the Army Training Certification Tracking System (ATCTS), the web address is p (requires CAC to access. Verification of registration shall be provided to the COR within thirty (30) days after registration. (004). Contractor personnel must complete refresher training every twelve (12) months (004). Verification of the training shall be provided to the COR within five (5) days after completion of the training (004).

1.23.5 Personally Identifiable Information (PII): Contractor employees, including subcontractors, performing services under this contract with access to PII and Government information shall complete “Identifying and Safeguarding PII” within thirty (30) calendar days of employment. Contractor personnel shall complete refresher training every twelve (12) months from initial completion. The Contractor shall provide the COR a copy of the training certificates for its employees no later than five (5) days after completion (004). Training is available at https://public.cyber.mil/training/identifying-and-safeguarding-personally-identifiable-information-pii/

1.23.6 Information Security (INFOSEC): All Contractor employees, including subcontractors, shall complete INFOSEC training within thirty (30) days of employment under this contract. Verification of the training shall be provided to the COR within five (5) days after completion of the training. INFOSEC training DoD Annual Security Awareness Refresher is available at http://www.cdse.edu/training/elearning/IF142/ or https://www.lms.army.mil/.Contractor personnel must complete refresher training every twelve

(12) months. Verification of the training shall be provided to the COR within five (5) days after completion of the training.

1.23.7 Sexual Harassment/Assault Response and Prevention (SHARP): All Contractor employees, including subcontractors, shall coordinate with the COR, who will contact the local SHARP Trainer at their assigned location for classroom training. Contractor personnel completing training in the classroom will receive a certificate or the training attendance roster signed by the SHARP Trainer. Verification of the training shall be provided to the COR within five (5) days after completion of the training. Contractor personnel must complete refresher training every twelve (12) months. Verification of the training shall be provided to the COR within five (5) days after completion of the training.

1.23.8 Threat Awareness Reporting Program (TARP): All Contractor employees, including subcontractors, shall complete TARP training within thirty (30) days of employment under this contract. Verification of the training shall be provided to the COR within five (5) days after completion of the training. TARP training is available at https://www.lms.army.mil/. Contractor personnel must complete refresher training every twelve (12) months. Verification of the training shall be provided to the COR within five (5) days after completion of the training.

1.23.9 DoD Mandatory Controlled Unclassified Information (CUI): All Contractor employees, including subcontractors, shall complete DoD Mandatory CUI training within thirty

(30) days of employment under this contract. Verification of the training shall be provided to the COR within five (5) days after completion of the training. DoD Mandatory CUI training is available at https://securityhub.usalearning.gov/index.html. Contractor personnel must complete refresher training every twelve (12) months. Verification of the training shall be provided to the COR within five (5) days after completion of the training.

1.24 Authorization to Perform Services in Germany. RESERVED

1.25 Notice to Proceed: RESERVED

1.26 Electromagnetic Compatibility Directive: RESERVED

1.27 Government Property and Services: RESERVED

1.28 Conventional Forces Europe (CFE) Treaty Verification Inspection: RESERVED

PART 2

DEFINITIONS & ACRONYMS

2. Definitions and Acronyms

2.1 Definitions: Although not inclusive of every term used within this PWS, the following provides a list of definitions used throughout this PWS and commonly used in the acquisition field.

Contracting Officer – means a person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

Contracting Officer's Representative (COR) – As defined in DFARS 202.101, means an individual designated and authorized in writing by the Contracting Officer to perform specific technical or administrative functions. DoD Instruction (DoDI) 5000.72, Part II Definitions states the following when defining a COR: “Defined in subpart 202.101 of Reference (f). Any individual delegated responsibilities pursuant to subpart 1.602-2 of Reference (e), regardless of local terminology, must be certified in accordance with this instruction. For example, local terminology can be COR, Contracting Officer’s technical representative, technical point of contact, technical representative, alternate COR, administrative COR, assistant COR, line item manager, task order manager, quality assurance personnel, quality assurance evaluator, or COR management.” In addition, Army Regulation 70-13, Chapter 2, paragraph 2-2g, states, in part, the following when providing other surveillance support personnel to assist the COR when needed, “…These other surveillance support personnel may serve as on-site representatives of the COR in performance of actual contract surveillance if they meet all COR requirements and have been appointed by the Contracting Officer as alternate CORs.”

Contractor – means a supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

Contractor-acquired Property - means property acquired, fabricated, or otherwise provided by the Contractor for performing a contract and to which the Government has title.

Day – means, unless otherwise specified, a calendar day.

Defective Service – means a service output that does not meet the standard of performance associated with the Performance Work Statement.

Deliverable – means anything that can be physically delivered but may include non-manufactured things such as meeting minutes or reports.

Government-furnished Property – As reflected in FAR 52.245-1, Government-furnished Property “means property in the possession of, or directly acquired by, the Government and subsequently furnished to the Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also includes contractor-acquired property if the contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract

Government Property - means all property owned or leased by the Government.Government property includes both Government-furnished and Contractor-acquired property. Government property includes material, equipment, special tooling, special test equipment, and real property. Government property does not include intellectual property and software.

Property Administrator - means an authorized representative of the Contracting Officer appointed in accordance with agency procedures, responsible for administering the contract requirements and obligations relating to Government property in the possession of a Contractor.

Physical Security – means that part of security concerned with physical measures designed to safeguard personnel; to prevent unauthorized access to equipment, installations, material, and documents; and to safeguard against espionage, sabotage, damage, and theft.

Quality Assurance – (or Government contract quality assurance) means the various functions, including, inspection, performed by the Government to determine whether a Contractor has fulfilled the contract obligations pertaining to quality and quantity.

Quality Assurance Surveillance Plan (QASP) – means the key Government-developed surveillance process document and is applied to Performance-Based Service Contracting (PBSC). The QASP is used for managing Contractor performance assessment by ensuring that systematic quality assurance methods validate that Contractor quality control efforts are timely, effective, and are delivering the results specified in the contract or task order. The QASP directly corresponds to the performance objectives and standards (i.e., quality, quantity, timeliness) specified in the Performance Work Statement (PWS). It provides specific details on how the Government will survey, observe, test, sample, evaluate, and document Contractor performance results to determine if the Contractor has met the required standards for each objective in the PWS. The QASP, with very few if any exceptions, is an internal to Government document.

Quality Control – means all necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

Subcontractor – means one that enters into a contract with a prime Contractor. The Government does not have privity of contract with the subcontractor.

Work Day - The number of hours per day the Contractor provides services in accordance with the contract.

Work Week - Monday through Friday, unless otherwise specified.

2.2 Acronyms: Although not inclusive of every term used within this PWS, or that may be included in an acquisition, the following provides a list of acronyms commonly used in the acquisition field.

ACOR Alternate Contracting Officer's Representative AFARS Army Federal Acquisition Regulation Supplement AOR Area of Responsibility AR Army Regulation AT Anti-Terrorism ATCTS Army Training Certification Tracking System CAC Common Access Card CCE Contracting Center of Excellence CFE Conventional Forces Europe CFR Code of Federal Regulations CONUS Continental United States (excludes Alaska and Hawaii) COR Contracting Officer’s Representative COTS Commercial-Off-the-Shelf CUI Controlled Unclassified Information DA Department of the Army DD250 Department of Defense Form 250 (Receiving Report) DD254 Department of Defense Contract Security Requirement List DFARS Defense Federal Acquisition Regulation Supplement DLIFLC Defense Language Institute Foreign Language Center DMDC Defense Manpower Data Center DoD Department of Defense DOCPER Contractor Personnel Office FAR Federal Acquisition Regulation GFP Government Furnished Property HLO High Level Objective HIPAA Health Insurance Portability and Accountability Act of 1996 IA Information Awareness IACS Installation Access Control System IACO Installation Access Control Office ID Identification IGCE Independent Government Cost Estimate INFOSEC Information Security IT Information Technology JTR Joint Travel Regulation JPAS Joint Personnel Adjudication System KO Contracting Officer LTN Language Training Network OCI Organizational Conflict of Interest OCONUS Outside Continental United States (includes Alaska and Hawaii) ODC Other Direct Costs OPSEC Operations Security PA Property Administrator

PII Personally Identifiable Information PIPO Phase In/Phase Out POC Point of Contact PRS Performance Requirements Summary PWS Performance Work Statement QA Quality Assurance QAP Quality Assurance Program QASP Quality Assurance Surveillance Plan QC Quality Control QCP Quality Control Program RA Requiring Activity RCO Regional Contracting Office SAM System for Awareness Management SCR Service Contract Report SHARP Sexual Harrasment/Assault Response and Prevention SIGE Safety and Health Protection Plan TARP Threat Awareness Reporting Program TE Technical Exhibit US United States USAG United States Army Garrison USAREUR United States Army Europe UOM Unit of Measure WAP Wireless Access Point

PART 3

GOVERNMENT PROPERTY (GP) AND SERVICES

3. Government Property and Services

3.1 Services: RESERVED

3.2 Facilities: RESERVED

3.3 Utilities: RESERVED

3.4 Equipment: RESERVED

3.5 Special Tooling and Test Equipment: RESERVED

3.6 Materials: RESERVED

3.7 Training: RESERVED

3.8 Common Access Cards (CAC): RESERVED

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. Contractor Furnished Property and Services

4.1 General: RESERVED

4.2 Secret Facility Clearance: RESERVED

4.3 Materials: RESERVED

4.4 Vehicles and Equipment: RESERVED

4.5 Background Checks: Contractor personnel performing work under this contract must have a favorable Tier 1 Background check.

PART 5

SPECIFIC TASKS

5.1 Basic Services: The Contractor shall provide services for Microsoft Unified Advanced Support (Unified) and Microsoft Unified Additive Services.

5.2 Tasks: Tasks consist of the following:

a. The Contractor shall provide “blue-badge” Unified Support services to DLIFLC as required.

This service grants direct access to Microsoft support engineers, enabling rapid issue resolution and expert guidance to ensure DLIFLC applications and systems operate efficiently and continuously.

b. As the intellectual property owner and manufacturer of a broad portfolio of commercial software products, the Contractor shall provide technical support using proprietary tools, knowledge bases, and direct access to engineering, including source code when applicable. The Contractor shall deliver efficient problem resolution and support solution development and architectural planning. Timely support shall be provided to DLIFLC through break-fix resolutions, leveraging access to Microsoft engineering groups and developers.

c. The Contractor shall provide technical support, problem resolution, workshops, and strategic guidance to DLIFLC for issues related to intranet/internet strategies, prototyping, implementation, and deployment of infrastructure and application solutions. Unified Support shall enable DLIFLC to maximize Microsoft technology investments, reduce risk, accelerate deployment, and optimize solutions, with an emphasis on an agile relationship and real-time access to Microsoft software developers and product teams.

5.2.1 Unified Support Services Advanced Base Package: The Contractor shall provide a combination of Service Delivery Management, Proactive Services, and Reactive Services to support Microsoft products and/or Online Services used within DLIFLC.

a. Customer Organization Enablement: Guide DLIFLC’s Support Service Administrator on managing Unified Support services and preparing DLIFLC to utilize digital and reactive support resources.

b. Microsoft Product, Service, and Security Updates Guidance: Share information on upcoming product and service changes, new features, and security bulletins for Microsoft technologies.

c. Engineering Support: Provide engineers to support DLIFLC programs enterprise-wide, enabling DLIFLC to maximize the value of Microsoft technologies and services. Microsoft shall recommend solutions to achieve desired business and technology outcomes.

d. Unified Support Onboarding: Support DLIFLC’s onboarding into Unified Support, including promoting the use of the online support portal and self-service capabilities to ensure timely access to services.

e. Executive Relationship Management: Align Microsoft Support resources with DLIFLC’s strategic priorities and engage with key business and technology decision-makers.

f. On-demand Assessment: Provide access to a self-service automated assessment platform that analyzes DLIFLC’s Microsoft technology implementation through log analysis.

g. Offline Assessment: Conduct automated assessments of DLIFLC’s Microsoft technology implementation using remotely collected or on-site data. Provide reports of findings and remediation recommendations.

h. On-demand Education: Provide access to Microsoft’s digital workshop library, including online training materials and labs.

i. Webcasts: Offer access to live Microsoft-hosted online sessions covering support and technology topics related to Microsoft products.

j. Sponsored Events and Courses: Schedule Microsoft-sponsored events or courses as requested by DLIFLC, subject to credit availability.

k. Advisory Support: Provide phone-based advisory support (limited to six hours per request) for unplanned issues. Support may include advice, guidance, and knowledge transfer to assist DLIFLC with deploying Microsoft technologies while minimizing risk and potential outages.

l. Problem Resolution Support: Provide troubleshooting for issues related to Microsoft products, including error messages, functionality failures, or other product-specific symptoms. Expedite incidents when requested by DLIFLC. Support requests may be initiated by phone or web, and services not covered in the online support portal may be referred to the Unified Support Team for guidance. Severity definitions and Microsoft’s estimated initial response times shall be communicated to DLIFLC technical staff for situational awareness.

m. Escalation Management: Provide oversight of support incidents to ensure timely resolution and high-quality support delivery for DLIFLC.

1. Extended Hotfix Support - DLIFLC may request non-security hotfixes for select

Microsoft software that has entered the Extended Support Phase of the Fixed Lifecycle Policy (see: Microsoft Lifecycle Policy).

2. Service Prerequisites and Limitations - Extended Hotfix Support is available for the following product families:

• Applications: Office

• Dynamics: AX, CRM

• Server: Exchange Server, SQL Server, System Center (excluding

Configuration Manager), Windows Server

• Systems: Windows Client, Windows Embedded Operating Systems

Subtask 1 – Unified Support Services Advanced Base Package

Severity & Situation Microsoft Expected Response

Government Expected Response

Severity 1 – Critical business system down

• Complete loss of a critical application/solution

• Business at risk

• First call response within 1 hour or less

• Critical situation resource assigned

• Resources at Government site after 24

• Notification of Government senior executives (as requested by Microsoft)

• Allocation of appropriate resources to

• Needs immediate attention hours (with agreement)

• Continuous effort on a 24/7 basis

• Rapid escalation within Microsoft to product teams

• Notification of Microsoft senior executives, as required sustain continuous 24/7 effort

• Rapid access and response

• Submission via phone or web

Severity A – Critical business system degraded

• Significant loss or degradation of services

• Needs attention within one hour

• First call response within 1 hour or less

• Critical situation resource assigned

• Continuous effort on a 24/7 basis

• Allocation of appropriate resources to sustain continuous 24/7 effort

• Rapid access and response

• Submission via phone or web

Severity B – Moderate business impact

• Moderate loss or degradation of services, but work can continue in an impaired manner

• Needs attention within two business hours

• First call response within 2 hours or less

• Effort during business hours only

• Access and response from change control authority within 4 business hours

• Allocation of appropriate resources aligned with Microsoft effort

• Submission via phone or web

Severity C – Minor business impact

• System substantially functioning with minor or no impediments

• Needs attention within four business hours

• First call response within 4 hours or less

• Effort during business hours only

• Accurate contact information on case owner

• Responsive within 24 hours

• Submission via phone or web

5.2.2 Unified Support – US Citizen Program, Citizen Support: Citizen Support offers enhanced Problem Resolution Support (PRS) for customers needing U.S. citizen-only technical help. For remote PRS on eligible products:

• DLIFLC’s initial contact will be with Microsoft engineers who are U.S. citizens based in the

United States.

• Support Data will be stored in U.S. data centers and accessed exclusively by U.S. citizen staff.

• Staff will not access Customer Data without DLIFLC’s approval.

If escalation becomes necessary, Microsoft will seek DLIFLC’s written approval to involve standard support teams, which may include non-U.S. citizens. With DLIFLC approval, these teams may temporarily access Support Data. If Customer Data is not needed, Microsoft may— upon DLIFLC’s approval—route incidents to the first available engineer, regardless of citizenship, to ensure a quicker response.

During times of high support volume, Microsoft might offer DLIFLC the option to involve a non- U.S. citizen engineer for an expedited initial response. DLIFLC can decline this option, in which case PRS will adhere to the Incident Response timelines outlined in Subtask 1, “Reactive Services.”

Microsoft shall notify DLIFLC at the time a ticket is opened if Citizen Support is not available for that request.

To ensure routing accuracy, DLIFLC will receive a dedicated Citizen Support toll-free number, account number, and account IDs through the Customer Success Account Manager. This number must be used to access Citizen Support. Definitions (per Microsoft Online Data Protection Addendum):

• Customer Data: All data (text, sound, video, image files, software) provided by or on behalf of the customer through use of Online Services. Excludes Professional Services Data.

• Support Data: All data provided by or on behalf of the customer through Microsoft technical support engagements for Online Services. Support Data is a subset of Professional Services Data.

5.2.3. Unified Support - Designated Support Responsive Services and Engineering.

Designated Support Engineering (DSE) resources will manage DLIFLC problem requests submitted to the Designated Support Team and provide technical expertise within their assigned product areas. DSEs will be available during normal business hours to support escalations and planned deployments. Resource allocation and prioritization will be defined at the task order level.

Problem Prevention and Resolution Services DSE resources will:

• Guide DLIFLC in developing and implementing proactive support strategies to minimize incidents and improve the availability of Microsoft technologies.

• Identify root causes of recurring incidents and offer recommendations to prevent future disruptions.

Technical and Business-Focused Services DSE resources will:

• Maintain an in-depth understanding of DLIFLC’s business requirements and IT environment.

• Offer proactive recommendations through deliverables such as supportability reviews, health checks, workshops, and risk assessments.

• Ensure deployment and operations align with DLIFLC’s Microsoft technology plans and implementations.

• Strengthen the DLIFLC support staff’s technical and operational skills.

• Develop and maintain DLIFLC-specific documentation, including environment configurations, disaster recovery plans, and network topology.

5.3.1 System for Award Management (SAM) Service Contract Report (SCR): The Contractor shall report all labor hours, including subcontractor hours, associated with the performance of services under this contract for Microsoft Unified Support through the secure data collection site at www.sam.gov. All required data fields must be completed.

Reporting shall cover labor performed during each Government fiscal year (October 1– September 30). Data may be entered at any time during the fiscal year, but must be submitted no later than October 31. If the contract period of performance ends before September 30, reporting shall be completed within 30 calendar days of contract completion.

Questions regarding reporting shall be directed to the SAM.gov help desk by selecting “View Assistance for SAM.gov” and then “Contact Our Service Desk.”

Steps for Submitting a Service Contract Report (SCR)

1. Go to www.sam.gov and log in.

2. Select Entity Registrations and then select Service Contract Reporting.

3. SAM displays your entities which have service contracts and meet the reporting criteria.

Select View by entity to see the service contracts for each entity.

4. Next, select Add for the service contract against which you want to create a Service

Contract Report. Each service contract which meets the FAR Subpart 4.1703 reporting thresholds is displayed.

5. You will be taken to the Complete Service Contract Report page. SAM displays the contract details and allows you to report. You are required to enter the following information:

• Total Amount Invoiced: Total dollar amount invoiced for services performed during the previous Government fiscal year under the contract (this amount should include the prime and any subcontract amount).

• Prime Contractor Hours Expended: Prime contractor direct labor hours expended on the services performed during the previous Government fiscal year. The amount you enter is automatically divided by 2,080 hours to calculate a Full Time Employee (FTE) equivalent, displayed under the Prime Contractor Hours Expended as Prime Contractor FTEs.

6. Report any required Tier 1 subcontractor information by selecting the Add Tier 1 Subcontract Information button.

7. When you are ready to submit the report, select Submit. This saves your report and returns you to the Select Service Contract page where you can create other SCRs or edit an existing SCR.

Steps for Editing a Submitted Report

1. Follow steps 1-4 above. Any previously submitted SCR will have a "View/Edit" button instead of an "Add" button.

2. Select View/Edit. You will be able to view the current SCR, edit available fields, and resubmit the record. You can also delete previously entered information altogether.

STD: All information provided by the Contractor shall be accurate, complete, and not exceed suspense dates noted in the corresponding paragraph above.

AQL: 100% Compliant

PART 6

APPLICABLE PUBLICATIONS

6. Applicable Publications (Current Editions): The following publications, manuals, regulations, etc., are mentioned in this PWS and are listed below.

6.1.1 Department Of Defense Contract Security Classification Specification (DD Form 254)

6.1.2 Department of Defense Security Agreement (DD Form 441)

6.1.3 Contractor Identification (AE Reg 27-715)

6.1.4 Installation Access Control (AE Reg 190-16)

6.1.5 Electromagnetic Compatibility Directive (2004/108/EC)

6.1.6 U.S. Army Corps of Engineers Safety and Health Requirements Manual (EM 385-1-1)