Attachment 1 - Draft SOW.docx

1.0 TITLE

Flexera Software Licenses, and Associated Customer Support and Maintenance

2.0 BACKGROUND

The U.S. Department of Health and Human Services, National Institutes of Health (NIH), National Cancer Institute (NCI), Center for Biomedical Informatics and Information Technology (CBIIT), Infrastructure Branch (IB) requires Flexera Software licenses and customer support and maintenance.

3.0 SCOPE

3.1 OVERVIEW

This purchase includes software licenses and support for Flexera software listed below, and as described below:

Content Pack - Information Security Silver Subscription Renewal (quantity 15,000) Content Pack - Lifecycle and Support Silver Subscription Renewal (quantity 15,000) Normalize Per Device Silver Subscription Renewal (includes Analyze) (quantity 11,250) Normalize Per Server Silver Subscription Renewal (includes Analyze) (quantity 3,750) Normalize ServiceNow Per Integration Silver Subscription Renewal (quantity 1) Technopedia Catalog ServiceNow Per Integration Silver Subscription Renewal (quantity 1) Technopedia Catalog Silver Subscription Renewal (quantity 10,000)

3.1.1 SALIENT CHARACTERISTICS

The Contractor shall provide the Flexera software and services or equivalent products which meet or exceed the stated salient characteristics detailed in this section.

3.1.1.1 TECHNOPEDIA

· Must provide a cloud-based IT reference catalog which includes at least 1.2 million IT hardware and software products; and

· Provides data points about hardware and software configuration, including (as applicable):

· Manufacturer;

· Model;

· Supported OS;

· Edition;

· Platforms;

· Release;

· Version and suite;

· General availability;

· End-of-life;

· Windows compatibility;

· Windows server compatibility; and

· Hardware specifications.

3.1.1.2 NORMALIZE

· Must have the ability to aggregate and normalize data from a multitude of sources including, at a minimum, the following:

· Microsoft SCCM,

· ServiceNow Discovery,

· SolarWinds Orion,

· JAMF Casper,

· HP Universal Discovery (HPUD), and

· IBM BigFix.

· Must be configurable to aggregate and normalize data from additional IT software and hardware data sources, as needed; and,

· Must utilize normalized data to create a single version of correct and reliable information.

3.2 SUPPORT SERVICES

3.2.1 SUPPORT CONTACTS

The Contractor shall provide technical assistance support to personnel identified as “Support Contacts” by the Government. The Government may identify two (2) Support Contacts. Direct technical support shall not be provided to personnel not identified as Support Contacts; however, the Government may elect to change Support Contacts as necessary.

Support Contacts do not have the authority to commit the Government or make modifications to the task order. All changes must be authorized by the Contracting Officer.

3.2.2 ASSISTANCE SUPPORT

The Contractor shall provide remote technical support to Government Support Contacts. Assistance shall include workarounds, error corrections, or resolutions necessary to enable the software to perform substantially in conformance to the requirements outlined in this purchase order (PO).

3.2.3 TELEPHONE & E-MAIL SUPPORT HOURS

Contractor’s technical support staff shall be available for support services via e-mail and telephone during established support hours. Hours for telephone support service shall be Monday – Friday, 9:00 a.m. – 9:00 p.m. EST/EDT.

Support hours shall not include federal holidays as established by 5 U.S.C. 6103. Federal holidays for each calendar year may be located via the Office of Personnel Management (OPM) website: https://www.opm.gov/policy-data-oversight/pay-leave/federal-holidays/

3.2.4 INITIAL RESPONSE TIMES

The Contractor shall provide an initial response to a Government Support Contact’s request for technical support within the response dates and/or times listed in the table below:

3.2.5 RESOLUTION TIMES

The Contractor shall provide a resolution to incidents submitted by a Support Contact, as detailed in the table found in this section.

3.2.6 SOFTWARE UPDATES

The Contractor shall provide any patches, additions, modifications, and new versions of the Software as part of the overall service and maintenance required under this task order.

The Contractor shall ensure the software is maintained and updated to the extent necessary to maintain functionality.

4.0 PERIOD OF PERFORMANCE

The anticipated period of performance for the base period is one calendar year from date of award. Additionally, this task order includes two (2), one-year option periods. The anticipated period of performance for the base and all option periods is as follows:

5.0 PLACE OF PERFORMANCE

Services shall be provided at the Contractor’s facility, unless onsite response is needed to continue operations. The end user address is:

National Cancer Institute, (NCI) Center for Biomedical Informatics and Information Technology (CBIIT):

9609 Medical Center Drive Rockville, MD 20850

5.1 ONSITE SECURITY REQUIREMENTS

In the event of an onsite response, the Contractor must sign in and be escorted by authorized staff. No logical access to data shall be provided.

Draft Statement of Work 75N91020Q00016 Page 2 of 2