Attachment 01_SOW_Concerto_FY2026.docx

CONCERTO CRITICAL CHAIN MULTI-PROJECT MANAGEMENT (CCPM) SOFTWARE MAINTENANCE AND SUPPORT SERVICES STATEMENT OF WORK (SOW)

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1 INTRODUCTION

1.1 BACKGROUND

The Naval Air Systems Command (NAVAIR), Commander, Fleet Readiness Centers (COMFRC), Patuxent River, Maryland intends to procure Critical Chain multi-Project Management (CCPM) Software Maintenance and Support Services for major programs at Department of War (DoW) sites. Specifically, supported locations include those operating under the Navy’s Commander, Fleet Readiness Center (COMFRC) sites, and include FRC Southeast (FRCSE), Jacksonville, FL and FRC Mid-Atlantic (FRCMA) Virginia Beach, VA.

During the previous contract's performance, several FRCs discontinued using Concerto to manage their aircraft maintenance lines and will not be procuring Concerto CCPM Software Maintenance and Support Services. However, a limited number of users at specific sites, including FRC East (Cherry Point, NC), FRC Southwest (San Diego, CA), FRC Northwest (Whidbey Island, WA), FRC West (Lemoore, CA), FRC West Pacific (WESTPAC) (Atsugi, Japan) and FRC Aviation Support Equipment (ASE) (Solomon’s Island, MD), still require access to historical data.

1.2 Scope

This contract encompasses support services necessary to maintain, deploy, and sustain the Concerto CCPM application at the existing Concerto sites, as well as to support any special projects involving these sites that may arise. Services shall include software maintenance and may also include implementation and training as required.

2 APPLICABLE DOCUMENTS

The following documents form a part of this Statement of Work (SOW) to the extent cited herein. The Contractor shall comply with the referenced documents unless otherwise specified within the body of this SOW. In the event of any conflict between the documents referenced herein and the contents of this SOW, the order of precedence clause of this contract shall apply as outlined in Tables 1 and 2.

2.1 DEPARTMENT OF DEFENSE SPECIFICATIONS (and all revisions)

TABLE #1 DOD PUBLICATIONS TABLE

2.2 OTHER GOVERNMENT DOCUMENTS (and all revisions)

TABLE 2 — DoD / SECNAV / OPNAV / CJCS / NIST / FIPS PUBLICATIONS

3 REQUIREMENTS

3.1 GENERAL REQUIREMENTS

3.1.1 COMPATIBILITY

The Contractor shall maintain the capability to prepare, access, and deliver documents and software packages compatible with the Government IT environment. At a minimum, the Contractor shall support the following platforms and formats:

a. Microsoft Windows 11 Enterprise

b. Microsoft Project Online or Microsoft Project Professional 2019

c. Microsoft 365 Apps for Enterprise

d. Adobe Acrobat Reader DC or Adobe Acrobat Pro DC

e. Ability to deliver files in Government‑approved formats, including .docx, .xlsx, .pptx, .pdf, and .mpp

3.1.2 INTERNET ACCESS

The Contractor shall maintain the ability to interface with and transfer data to and from requiring office software applications and their upgraded versions. The Contractor shall maintain state-of-the-art anti-virus software and ensure that all media are virus free when delivered. The Contractor shall be capable of Internet and Local Area Network (LAN) communications with the Commander Fleet Readiness Centers and its FRC’s, NAVAIR Competencies, and other Department of the Navy/Marine Corps offices as required and appropriate. Contractor personnel shall be capable of maintaining real-time communications, both voice and data transfer capabilities, with the Commander Fleet Readiness Centers and its FRC’s, NAVAIR functional areas, and other offices under the Department of the Navy during working hours whether at Contractor work site or on travel.

3.1.3 WORK LOCATION, FACILITIES, AND TELEWORK

WORK LOCATION

Work Location: Approximately 100% percent of work will be performed at Contractor site. However, there will also be temporary travel requirements at the individual sites in accordance with paragraph 3.2.5.1 Travel (CLIN X004).

MEETING SUPPORT: N/A

TELEWORK/REMOTE WORK: N/A

WAREHOUSING: N/A

3.2.3 CONTRACT STATUS REPORTING & DELIVERABLES

3.2.3.1 STATUS REPORT (CDRL A0001 - NSP)

The contractor shall provide a Status Report (CDRL A001 – Status Report) for work during the period of any options exercised for support under paragraph 3.4.3 CONCERTO APPLICATION/SYSTEM ENGINEER DAY (CLIN X001). The report shall include details of support provided during the reporting period, a brief task description, a narrative review of work accomplished and/or significant events, deliverables provided including training material or technical reports, problem areas and recommendations for resolution, and a description of any travel incurred.

3.2.4 WORK SCHEDULE TO INCLUDE COMPRESSED WORK SCHEDULE (CWS), HOLIDAYS, AND INSTALLATION CLOSURE

3.2.4.1 WORK SCHEDULE: (CLINs X001, X002 & X003)

The Contractor shall provide the required services and staffing coverage for work under 3.4.3 CONCERTO APPLICATION/SYSTEM ENGINEER DAY (CLIN X001) during normal working hours. Normal working hours will be defined at the time the Training and Implementation Support CLIN Option is exercised. The work hours for annual maintenance support as defined in 3.4.4 CONCERTO FRCSE & FRCMA ANNUAL MAINTENANCE (CLINS X002, X003) shall apply. These support services will be required throughout the year, excluding the federal holidays specified in Section 3.2.4.3 Holidays.

3.2.4.2 COMPRESSED WORK SCEHDULE (CWS): N/A

3.2.4.3 HOLIDAYS

The Government observes the Federal holidays identified on the Office of Personnel Management (OPM) website:

https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/#url=Overview The Contractor is permitted to observe the above holidays IAW its corporate policy.

3.2.4.4 INSTALLATION CLOSURE

When Federal facilities are closed by the Government, or when Federal employees are officially excused from work due to a holiday or a special event, severe weather, a security threat, or any other Government facility related problem that prevents Federal personnel from working at the Government facility, contractor personnel assigned to work at that facility in support of such Federal employees shall follow their parent company’s policies.

3.2.4.5 While generally contractor personnel may not perform work on-site at a Government facility without oversight from Federal personnel, in very limited circumstances, work being performed by contractor personnel may be deemed mission essential and performance of such mission essential work may be authorized to continue at the Government facility despite the facility being otherwise closed for normal operations. The circumstances permitting work being performed by contractor personnel to be deemed mission essential are extremely limited and generally only apply to performance of efforts related to public health, safety, or matters related to national security. The cognizant Contracting Officer must concur with any determination that work being performed by contractor personnel is mission essential.

3.2.4.6 OVERTIME: Overtime ☐ is ☒ is not authorized under this contract.

OTHER DIRECT COSTS (TRAVEL)

3.2.4.7 TRAVEL (CLIN X004)

Travel expenses, including general and administrative costs, are reimbursable; however, profit from travel is not permitted. Temporary travel to FRC Southeast (Jacksonville, FL) in support of program tasks is a requirement of this contract. For the purposes of reimbursement under this contract, long-distance travel is defined as travel exceeding 50 miles from the FRC location. Local travel expenses will not be reimbursed. Please note that this list of potential travel locations is not exhaustive, as additional sites may be required over the contract's duration.

a. Travel Request: Prior to commencing travel to any site in support of this Contract, the Contractor shall obtain approval from, and coordinate with, the Contracting Officer Representative (COR). The Contractor will complete and submit a Travel Authorization Request utilizing the Travel Authorization Request Template (Section J, Attachment 02).

The Travel Authorization Request shall include, at a minimum, the following information:

1. Number of personnel travelling

2. Name(s) of traveler(s)

3. Destination(s)

4. Duration of stay at each destination

5. Purpose of each destination

6. Estimated travel costs

b. The Contractor is expected to optimize travel expenditures by employing the minimum number of travelers and rental vehicles required for effective task completion. To maximize efficiency, travel should be scheduled during normal duty hours whenever operationally feasible.

c. Reimbursement for long-distance travel expenses will be limited to costs consistent with the provisions outlined in the Joint Travel Regulations (JTR). All requests for travel approval shall adhere to the following requirements:

1. Legibility: Requests must be prepared in a clear and easily readable format.

2. Travel Description: A comprehensive description of the proposed travel, including a detailed statement of purpose, must be provided.

3. Traveler Summary: Information must be organized and summarized by individual traveler.

4. Contract Identification: The applicable Contract number must be clearly identified.

5. CLIN Association: The relevant Contract Line Item Number (CLIN) associated with the travel must be specified.

6. Advance Submission: Requests must be submitted sufficiently in advance of the planned travel to allow for adequate review and approval processing (a minimum of ten (10) business days is required).

3.2.4.8 MATERIAL: N/A

3.2.5 SubcontractorS

Provisions stated herein shall be clearly and effectively communicated to all subcontractors providing support under this contract. All provisions of this SOW shall flow down to subcontractors providing support under this contract.

3.2.6 Management of Contractor Personnel

The Government will neither supervise contractor employees nor control the method by which the Contractor performs the required tasks. Under no circumstances will the Government assign tasks to, or prepare work schedules for, individual contractor employees. The Contractor shall manage its employees and guard against any actions that are of the nature of personal services or give the perception of personal services.

3.2.7 Performance Transition: N/A

3.2.8 Government Furnished Property (GFP)/Government Furnished Information (GFI): N/A

3.3 Security

All Contractor personnel must be eligible to perform Non-Critical Sensitive work as defined by SECNAV M-5510.30C. Prior to access to Level I areas as well Level II or Level III Restricted Areas, as defined by the SECNAVINST 5500.35, and/or access to CUI or Sensitive information, all Contractor personnel are required to have a favorably adjudicated Tier-3 investigation from the Office of Personnel Management. The Contractor shall submit a request for personnel security investigation to the Government Security Office. The Government Security Office shall initiate the Contractor's Electronic Application (eApp), shall do a preliminary screening of the Contractor's eApp for suitability and derogatory information. The Contractor employee shall provide all requested information pursuant to the Privacy Act of 1974. The Government Security Office may deny the Contractor access to Government facilities and information and may prohibit the Contractor from performance of sensitive duties for failure to provide requested information or when derogatory or adverse information is present on the Contractor's eApp, in such cases, the Contractor employee may not perform on the Contract

3.3.1 CONTROLLED UNCLASSIFIED INFORMATION (CUI) PROTECTION: N/A

This effort includes commercial software annual maintenance renewal, manufacturer‑level technical troubleshooting and support, implementation support and training. Performance under this contract does not require the Contractor to access, process, store, or transmit Controlled Unclassified Information (CUI). In the rare event of government data being required for complex troubleshooting purposes the data shall be sanitized to remove all CUI before sending to the Contractor.

3.3.2 CITIZENSHIP REQUIREMENTS

Only U.S. citizens may perform under this contract. Contractor personnel working at government sites and in the contractor’s own facilities supporting government work shall undergo the company internal vetting process prior to gaining access to U.S. Government controlled unclassified information, or performing government-related sensitive duties. All personnel working under the resultant contract shall be U.S. citizens. Foreign nationals are prohibited from using FRC assets, and they will not be allowed to access any resource of the FRC legacy network at any time, this includes both the legacy network and the current FRC network, either Navy Marine Corps Intranet (NMCI) or Nautilus. Nautilus includes Nautilus Virtual Desktop (NVD) & Nautilus Devices in a cloud-based, secure virtual environment replacing legacy NMCI/ONE-Net hardware.

3.3.3 OPERATIONS SECURITY (OPSEC): N/A

No OPSEC program implementation required. See paragraph 3.3.1 Controlled Unclassified Information (CUI) Protection.

3.3.4 Common Access Card (CAC)/Public Key Infrastructure (PKI), System Authorization Access Request (SAAR)/ Local Badges & Temporary Local Badges

3.3.4.1 SAAR: N/A.

Contractor personnel do not require access to Government Information Technology (IT) systems

3.3.4.2 COMMAND ACCESS CARDS (CAC):

Contractor CACs and facility specific identification badges are not required for this contract. The Government will provide the Contractor access to Government facilities, as required, for performance of tasks under this contract. Contractor personnel shall comply with contract instructions and facility guidance.

3.3.4.3 Other requests for deliverables under this contract shall be referred to the COR for approval.

3.3.4.4 TEMPORARY LOCAL BADGES

3.3.4.4.1 ELIGIBILITY AND IDENTIFICATION

All Contractor personnel and representatives must be U.S. citizens, with status verification performed by the Prime Contractor. To ensure compliance with installation security:

a. Identify Your Government Sponsor - Contractor must request access from Contracting Officer’s Representative (COR) or a government employee to gain access.

b. Confirm initiation for temporary access in the Defense Biometric Identification System (DBIDS) DBIDS Pre-Enrollment site or the installation's specific vetting portal).

c. Completing this online generates a Quick Response (QR) code or confirmation number that significantly speeds up time at the Visitor Control Center (VCC).

3.3.4.4.2 COMPLETE REQUIRED DOCUMENTATION

Contractors will be required to fill out SECNAV 5512/1 (SECNAV 5512/1)

3.3.4.4.3 INFORMATION NEEDED:

a. Full legal name

b. SSN

c. Date of Birth

d. Citizenship status

e. Employer information

3.3.4.4.4 VISITOR CONTROL CENTER (VCC)

Once the request is approved, the contractor can proceed to the designated base's Pass & ID Office or VCC to be issued a pass. The following information is required:

a. Primary ID: A REAL ID compliant driver’s license or a U.S. Passport.

b. Secondary ID: A Social Security card or Birth Certificate (required if your license is not REAL ID compliant).

c. Vehicle Documents: Current vehicle registration and proof of insurance (if you are driving onto the base).

d. Proof of Purpose: A copy of the contract or a Letter of Authorization (LOA) from the sponsor.

e. Facility Access and Compliance: The Government will provide access to necessary facilities to support contract execution. All personnel are required to comply with specific instructions and facility-specific security guidance.

3.3.5 Information Security: N/A

CUI will not be transferred to, stored, or processed at the Contractor’s facility.

3.3.5.1 Marking: N/A

The Contractor will not be generating or handling CUI.

3.3.6 ANTI-TERRORISM FORCE PROTECTION AND EMERGENCY MANAGEMENT

The work performed on this contract is not Emergency Essential in accordance with OPNAVINST 3440.17A and Government Emergency Management, Antiterrorism, or Continuity of Operations Plans. EMPLOYEE shall comply with all Government Emergency Management, Antiterrorism, or Continuity of Operations Plans and directives. EMPLOYEE shall not report for work at Government facilities upon declaration of Force Protection Condition CHARLIE or in any event or emergency where Government officials’ direct curtailment of operations to “Mission Essential Only.” No EMPLOYEE is assigned to a Government facility in support of this contract, however they will require site visitor/temporary access in support of paragraph 3.4.3 Concerto Application/System Engineer Day (CLIN X001).

3.3.7 Cybersecurity

3.3.7.1 CYBERSECURITY MATURITY MODEL CERTIFICATION (CMMC): N/A

Cybersecurity Maturity Model Certification (CMMC) requirements established under 32 CFR Part 170 and DFARS 252.204‑7021 do not apply based on the exception for those solely for the acquisition of commercially available off-the shelf (COTS) items. This effort includes commercial software annual maintenance renewal, manufacturer‑level technical troubleshooting and support, implementation support and training. Performance under this contract does not require the Contractor to access, process, store, or transmit Controlled Unclassified Information (CUI). In the rare event of government data being required for complex troubleshooting purposes the data shall be sanitized to remove all CUI before sending to the Contractor.

3.3.7.2 STIG COMPLIANCE

The Contractor shall ensure that the Concerto Commercial Off-The-Shelf (COTS) application and all associated maintenance, updates, and support services comply with the Department of Defense (DoD) Security Technical Implementation Guide (STIG) requirements, specifically the Application Security and Development (ASD) STIG. The Contractor shall:

a. Complete the most current version of the Application Security and Development (ASD) STIG checklist for the Concerto application, as published by the Defense Information Systems Agency (DISA) when requested to support Government personnel in completion of security assessments.

b. Support the Department of Navy in implementing, maintaining, and verifying STIG controls within the application, including but not limited to secure coding practices, vulnerability management, authentication, authorization, logging, and auditing.

c. Address and remediate any identified STIG-related vulnerabilities or deficiencies within the application in a timely manner, as directed by the Government.

d. Ensure that all updates, patches, and new releases of the application continue to meet applicable STIG requirements, and provide updated ASD STIG checklists as necessary.

e. Cooperate with Government personnel during security assessments, audits, and inspections related to STIG compliance.

f. Provide technical support and guidance to assist the Government in achieving and maintaining compliance with all relevant cybersecurity requirements, including the ASD STIG.

3.3.8 Data Monitoring

In the event of a cyber-incident or at any time the Government has indication of a vulnerability or potential vulnerability, the Contractor shall cooperate with the Naval Criminal Investigative Service (NCIS) and associated law enforcement agencies, which may include cooperation related to: threat indicators; pre-determined incident information derived from the Contractor's infrastructure systems; and the continuous provision of all Contractor, or vendor logs that show network activity, including any additional logs the Contractor, subcontractor, or vendor agrees to initiate as a result of the cyber incident or notice of actual or potential vulnerability.

3.3.8.1 If the Government determines that the collection of all logs does not adequately protect its interests, the Contractor shall cooperate with the NCIS to implement additional measures, which may include allowing the installation of an appropriate network device that is owned and maintained by NCIS, on the Contractor's information systems or information technology assets. The specific details (e.g., type of device, type of data gathered, monitoring period) regarding the installation of an NCIS network device shall be the subject of a separate agreement negotiated between NCIS and the Contractor. In the alternative, the Contractor may install network sensor capabilities or a network monitoring service, either of which must be reviewed for acceptability by NCIS. Use of this alternative approach shall also be the subject of a separate agreement negotiated between NCIS and the Contractor.

3.3.8.2 In all cases, the collection or provision of information data and any activities associated with this contract shall be in accordance with federal, state, and non-US law.

3.3.9 Communications Security (COMSEC): N/A.

The Contractor will not be required to access COMSEC material

3.4 Detailed Support Requirements

3.4.1 FUNDING OF FUNCTIONAL SUPPORT REQUIREMENTS

Functional performance requirements – the functions required are outlined below in Sections 3.4.2 through 3.4.4. The applicability of each functional performance requirement to funding type is indicated in Table 3 below:

TABLE 3

3.4.2 CONCERTO SOFTWARE GENERAL REQUIREMENT (X002, X003)

The contractor shall ensure the Concerto software meets the following requirements:

3.4.2.1 SCHEDULING

a. Translate buffer status into "effective buffer consumption" for each task - i.e. how much is the net impact of each task on project and milestone buffers;

b. Schedule single and multiple projects using critical chain methodology;

c. Automatic diagnosis of errors in project networks related to project network construction and resource assignment;

d. Establish a project baseline for one aircraft and many in-process aircraft at the same time with capability to re-baseline;

e. Critical chain automated buffering that allows the longest chain of dependent activities in a project to be buffered against statistical fluctuations;

f. Incorporate material and other supply constraints in critical chain calculations;

g. Link events in multiple projects, with automatic synchronization of schedules across projects;

h. Model multi-skilled workforce through organization of capacity data in "logical skills" hierarchy, with no limit on the number of levels in hierarchy;

i. Constraints-based pipelining that allows multiple projects to be capacity tested and staggered through the pipeline. Constraints based pipelining finds the best possible project due date based on user specified constraining resources and project priorities;

j. Provision for variable capacity in constraints-based pipelining, with number of units and calendars varying over time;

k. Specify and account for protective capacity for resources in constraints-based pipelining over course of planning horizon;

l. Concurrent scheduling of multiple resource constraints (drums) in constraints-based pipelining;

m. Automatically calculates and identifies resource contention within a project when calculating buffer consumption;

n. Ability to determine tasks that are consuming buffer using bi-directional pegging of buffers (project, feeding, milestone and project-to-project) and tasks - all buffers that are affected by a task, and all tasks that can consume a given buffer;

o. Task priorities are set for each resource based on "effective buffer consumption" to assure global coordination of schedules;

p. When networks are modified to account for additions and/or changes in repair requirements recalculations of critical chain and replacement of buffers are not required;

q. Calculate buffer consumption accurately even if tasks are executed out of sequence;

r. Globally set of buffer management flags based on depot business policies; and

s. Ability to efficiently handle a minimum of five hundred (500) individual unique Projects with a minimum of three hundred (300) tasks per project across multiple product lines.

3.4.2.2 MANAGEMENT CONTROL

a. Ability for Project Managers to monitor buffer consumption for their projects;

b. Ability to present to Project Managers not only the tasks eating into the buffers, but also a list of downstream tasks with multiple sorting options so that they can analyze buffer consumption and create buffer recovery plans;

c. Ability for Project Managers to capture and monitor recovery actions in the system, and also track delta in buffer consumption between buffer recovery meetings to improve the effectiveness of buffer recovery plans;

d. Ability for Resource Managers to identify emerging bottlenecks before they occur;

e. Ability to present to Resource Managers a chart for tasks in their department, clearly highlighting when workload will exceed available capacity;

f. Ability for Resource Managers to assign named (people, equipment and resources) with required capabilities from the chart schedule;

g. Ability for Task Leads to receive a prioritized list of current, as well as upcoming tasks, along with their "effective buffer consumption;

h. Ability for Task Leads to receive advance warning about supply constraints and their impact on project and milestone buffers;

i. Ability to provide historical analysis of buffer consumption by help needed, by resources, by task manager and by projects; and

j. Ability to provide output data from the software shall be exportable to, and compatible with, MS Project 2016, 2019, 2021, 2024.

3.4.2.3 OPTIMIZATION

a. Pipeline drilldowns and what-ifs for setting project priorities and sequence based on customer due-dates and constraint schedules;

b. Project drilldowns and what-ifs for trade-off among scope, resources and cycle time;

c. Project planning tools to analyze slack and buffers, and refine / redistribute buffers without causing critical chain to be recomputed; and

d. Provide resource drilldowns that support the development of what if scenarios and assist in making decisions about hiring, cross-training, adding and reducing capacity, and pooling of resources among product lines.

3.4.2.4 AUTOMATION

a. Information can be submitted and processed in real-time.

b. Reports are live (and not static reports that have to be manually published).

c. Project Managers can submit projects to, and check out projects from, the central database over the web without an intermediary.

d. Task Leads can update remaining duration and task status directly into the central database over the web.

e. Task Leads possess the capability to independently maintain local checklists via a web interface, eliminating the need to access project networks

f. Buffer Management runs can be set to execute automatically at pre-specified intervals, without locking up the entire database.

g. Buffer Management results are automatically compiled into management reports across all projects.

h. Buffer Management reports are available live over the web using an open systems architecture.

i. User privileges can be set centrally, for individuals as well as a class of users, to provide different levels of access to different roles.

3.4.2.5 SOFTWARE ARCHITECTURE

a. Ability to store information on projects, tasks and resources in a single database;

b. Use of industry-standard open server architecture such as ORACLE, IIS and/or SQL Server database servers in an n-tiered environment (e.g., web, application and database servers);

c. Support for Oracle 19, 26 or later, SQL Server 2016, 2017, 2019, 2022, 2025 or later and IIS 10.x or later;

d. Ability to access the application via the web through secure socket layer (https);

e. Compatibility with Microsoft Edge 143.x or later, Google Chrome 143.x or later, and Mozilla Firefox 140.x or later;

f. Ability to fully support Lightweight Directory Access Protocol (LDAP) or Windows Authentication;

g. Ability to support Public Key Infrastructure (PKI) authentication

h. Ability to support Microsoft client versions: Windows 11 or later and Microsoft server versions: Windows Server 2022 or later; and

i. Ability to operate within a secure environment.

3.4.3 Concerto Application/System Engineer Day (CLIN X001)

The contractor shall provide system training and implementation support consistent with the following requirements:

a. The contractor shall provide technical and functional expertise, primarily involving on-site support but on occasion off-site support. The on-site support shall include implementation assistance, general software user training, training on software configuration, organizational roles and responsibilities, management processes, operational use and other support as required.

b. Training material (CDRL A002) used in the course of training shall be provided to each student. In addition, the contractor may be required to provide a Plan of Actions & Milestones (POA&M) (CDRL A003) in Microsoft-Project or other acceptable electronic format, pending coordination with the TPOC. The contractor’s resource(s) shall be Subject Matter Experts (SMEs) with the product and have proven experience implementing Concerto in a DoW environment.

c. When providing on-site support, the contractor work schedule shall be consistent with the site's normal operating work hours. The offsite support shall include telephone and email assistance for various issues, such as business process discussions and network modeling support, in which travel to the site location is not necessary.

d. Support of special projects or issue resolution may require development and delivery of technical reports (CDRL A004).

3.4.4 Concerto FRCSE & FRCMA AnnUAL Maintenance (CLINs X002, X003) The contractor shall provide annually renewable software maintenance consisting of regular application software releases (CDRL A006), software documentation updates (CDRL A005), and correction of software errors (CDRL A006); to include user support (Help Desk) services consistent with the following:

a. Functional and technical application support services shall be available by telephone during normal business hours Pacific Standard Time (PST) Monday through Friday, five (5) days a week, via a toll-free number and email address. Cell phone support shall be available for critical issues and planned install/ upgrade activities as coordinated in advance by the TPOC. Help Desk support is not required on Federal holidays identified in paragraph 3.2.4.3 Holidays.

b. The contractor shall respond to calls by the Government within twenty-four (24) business hours of call receipt and shall assist the user with resolving the reported problem in a timely fashion.

c. Contractor personnel providing user support services by telephone shall have sufficient expertise to recommend corrective actions in a timely manner.

3.4.5 CONTRACTOR DATA DELIVERABLES LIST (CDRL)

The Contractor Data Deliverables List (CDRL) Matrix is provided in Table 4 below and are organized by process area.

TABLE 4

3.4.6 GLOSSARY: Abbreviations are provided in Table 5 below:

TABLE 5