Attachment 2 - Performance Work Statement.pdf

DLA Document Services Performance Work Statement (PWS) Version 24.1

I. OVERVIEW

A. The Defense Logistics Agency (DLA) seeks to enter into a contract for up to 36 months for Twenty

(20) Multifunctional Devices (MFDs) (hereafter collectively referred to as “devices”) OUTSIDE CONTIGUOUS UNITED STATES (OCONUS). This contract is in support of Naval Medical Research Unit South (NAMRU-S), Peru. Specific details are found in sections II and III.

II. DEVICES AND SERVICE REQUIREMENTS

A. The following devices shall be covered on this contract:

Quantity CLIN Volume Band Description

VB-0 Mono

Desktop Monochrome Multifunctional Devices: 21+ pages per minute (PPM);

Estimated maximum of 10,000 monochrome impressions/month.

11 0002 VB-0 Color Desktop Color Multifunctional Devices: 21+ PPM; Estimated maximum of 10,000 impressions/month (5,000 monochrome and 5,000 color).

VB-4 Color

Floor-Standing High Volume/High speed Color Multifunctional Devices: 40- 60 PPM. Estimated maximum of 35,000 impressions/month (20,000 monochrome and 15,000 color).

B. A device listing (Device Schedule) shall be provided listing the specific make/model for each covered device.

C. The Customer shall be allowed to substitute older devices with newer devices as needed. Substituted devices shall be the same volume band and make. The Contracting Officer shall notify the Contractor prior to any substitutions.

D. Service Requirements:

1. The Contractor shall provide a toll-free telephone number(s) to place service maintenance calls and order consumable supplies. As an option, the Contractor may provide an alternate method of ordering supplies or consumables (website/email) however toll-free telephone shall always be available. At the initial site visit, the Contractor shall affix a sticker with its toll-free telephone number(s) and the following phrase “Contractual support on this device is scheduled to expire on MMM DD, YYYY” on each device placed on this contract, as well as the DLA Document Services EMS sticker (DLA Document Services shall provide the EMS stickers). In addition, the Contractor shall ensure each device has the manufacturer’s name, model number, and machine serial number legibly stamped or affixed to the device in a readily accessible location. The Contractor shall provide English speaking personnel at the toll-free number(s) it provides in this paragraph.

2. The Contractor shall maintain each device at a minimum 95% monthly available rate based on the 21 standard federal workdays in a month. Maintaining the devices includes but is not limited to the cost of preventive maintenance, service calls, repairs, troubleshooting, connectivity (including firmware updates) and all associated labor and travel. Based on a 40-hour work week, devices shall be fully functional for 38 out of 40 hours each week.

3. Devices shall all be fully functional at beginning of contract Period of Performance (PoP). If the device is determined to not be functional upon initial inspection after contract award the Contractor shall inform the Contracting Officer within two (2) business days of making this determination and provide a written invoice on the cost to make the device functional. This invoice shall be shared with the Customer and if the Customer is unable to provide separate funding directly to the Contractor for needed repairs the non-functioning device shall be permanently removed from the contract and the cost of the device will be prorated according to the date the Contractor notifies DLA, in writing, that a supported device is deemed non-functional.

Alternatively, the Customer may substitute the non-functioning device with a replacement device of the same make and volume band. If there is a break in coverage from the time a device is

DLA Document Services Performance Work Statement (PWS) Version 24.1 determined to be non-functional until the replacement device is placed into service, billing shall be suspended during that lapse in coverage.

4. The Contractor shall provide English speaking service technician support Monday through Friday from 8:00 a.m. – 5:00 p.m. local time, with the exception of the following Federal holidays:

a. New Year’s Day

b. Birthday of Martin Luther King, Jr.

c. Washington’s Birthday

d. Memorial Day

e. Juneteenth National Independence Day

f. Independence Day

g. Labor Day

h. Columbus Day

i. Veterans Day

j. Thanksgiving Day

k. Christmas Day

5. If at any point a device is determined by the Contractor to be non-repairable, to include damaged devices, the Contractor shall inform the Contracting Officer within two (2) business days of making this determination. Both parties must agree that the device is non-repairable. Once this determination is agreed upon, the non-repairable device shall be permanently removed from the contract and the cost of the device will be prorated according to the date the Contractor notifies DLA, in writing, that a supported device is deemed non-repairable. Alternatively, the Customer may substitute the non-repairable device with a replacement device of the same make and volume band.

If there is a break in coverage from the time a device is determined to be non-repairable until the replacement device is placed into service, billing shall be suspended during that lapse in coverage.

6. The Contractor shall:

a. Provide on-site labor and materials to maintain the equipment for preventive maintenance to be performed per manufacturer’s maintenance schedule. Repair services shall also be executed as requested by the customer. The devices shall receive adjustments, repairs, and preventive care from Certified Personnel only. Pricing shall include OEM parts, OEM consumables (except paper) and labor.

b. Respond within three (3) business days (not to exceed 72 hours) of a service call. This includes the minimum 48-hour notice required to access the Customer’s site (see paragraph II.A.1). A telephone call (unless it results in solving the problem) shall not be deemed as an acceptable service response. The service technician shall call the end user within 4 business hours of Customer’s initial request for service to discuss service problem and time of arrival.

7. Contractors shall monitor industry standard vulnerability sites (e.g. http://nvd.nist.gov/, https://www.us-cert.gov/ncas/alerts, http://oval.mitre.org/) and take appropriate actions if their equipment is subject to a known vulnerability. When vulnerabilities are identified by the Contractor, DLA or its customers, the Contractor shall provide remediation for distribution to all installed equipment in accordance with USCYBERCOM TASKORD regulations unless a different time period is directed by USCYBERCOM via DLA. The TASKORD is For Official Use Only. The following is authorized to be quoted from the TASKORD for reference:

a. Assured Compliance Assessment Solution (ACAS) assigns severity scores of critical, high, medium and low to plug-in findings.

http://nvd.nist.gov/ https://www.us-cert.gov/ncas/alerts http://oval.mitre.org/

DLA Document Services Performance Work Statement (PWS) Version 24.1

1. Critical findings reflect discovery of a common vulnerability and exposure (CVE) that poses significant risk to the confidentiality, integrity, and availability of DODIN Networks. Actions to mitigate or remediate critical vulnerabilities shall be initiated upon discover with the goal of mitigation/remediation within seven (7) calendar days.

2. Findings with a severity score of high shall be addressed in the same manner as vulnerabilities addressed via Information Assurance Vulnerability Alert (IAVA) directives and mitigated or remediated within twenty-one (21) calendar days of discovery.

3. Findings with severity scores of medium and low shall be addressed in accordance with local Approving Official (AO), Information System Security Manager (ISSM), or Information System Security Officer (ISSO) guidance until further notice.

4. In all instances, DoD components shall consider exposure to threat, mission impact, sensitivity of data, and current mitigating security controls when prioritizing implementation of fix actions.

b. In the event remediation cannot be achieved within the mandated timeline, the Contractor shall provide a Plan of Action and Milestones and receive approval thereof by the Customer’s agency Authorizing Official or designee for risk acceptance.

E. Consumable Supplies. The Contractor shall:

1. Provide all OEM consumable supplies (including staples) necessary for the operation of the devices.

Paper is excluded as a consumable supply.

2. Deliver all consumable supplies to the designated locations listed on the Device Schedule within three (3) business days after receipt of a request for supplies. Adequate quantities of consumables shall be warehoused locally by the Contractor to ensure this delivery deadline is always met.

3. Customers may maintain one complete set of extra supplies per device.

III. GENERAL INFORMATION

A. The Contractor shall comply with all rules and regulations to obtain installation access in order to meet all response times stated in the PWS. The Contractor shall comply with Government base access and vehicle registration requirements regarding Contractor-owned and Contractor employee privately owned vehicles as set forth in the base/command regulations. All vehicles, including those with passes or decals, are subject to random search at any time.

1. The Contractor shall submit full name, ID number and license plate/make/model of vehicle to designated Customer POC a minimum of 48 hours prior to every service call or delivery.

2. The Contractor’s personnel shall be subject to the Government's approval of access to all Government installations. All Contractor’s employees who need installation access to perform the contract shall pass a suitable investigation for access to government installations.

3. Any and all fees including the application process and or enrollment to access any installation or facilities shall be the sole financial responsibility of the Contractor.

B. All services provided under this contract require an Acknowledgement Form (Enclosure 1) be signed and dated by the DLA Document Services’ Customer.

1. Upon completion of maintenance service or any support action, the Contractor shall provide the Customer with the Acknowledgement Form, for their signature as a means of acknowledgement by the agency/ command that the action was completed.

2. The Acknowledgement Form shall be signed to include the following: (1) activity name, (2) model

DLA Document Services Performance Work Statement (PWS) Version 24.1 and serial numbers; (3) maintenance services provided; (4) device locations, to include building numbers, room numbers, (5) customer’s name and signature.

3. The Acknowledgement Form shall be submitted to the DLA POC within 10 calendar days of completing any maintenance services.

C. Invoices shall be submitted on a monthly basis via Wide Area Work Flow (WAWF) in United States Dollars and shall include a Microsoft Excel spreadsheet (version 2006 or newer) with the serial numbers and locations of each device. The following website provides additional information regarding WAWF including information for “vendors getting started” with the system:

https://wawf.eb.mil/xhtml/unauth/help/help.xhtml.

D. The Contractor shall assign a single point of contact (POC) to coordinate with the Contracting Officer in all aspects of this contract within three (3) business days of receipt of the award. The Contractor shall provide its assigned POC’s name, title, business address, phone number and email address to the Contracting Officer.

IV. REPORTS

A. The Contractor shall:

1. Submit a completed Acknowledgement Form (enclosure 1), with Customer signature, to the DLA POC within ten (10) calendar days after a device is serviced.

2. Upon request, the Contractor shall provide the following reports within 5 business days, at no cost to the Government:

a. Response Time Report shall be submitted to the DLA POC and the Contracting Officer. This report shall identify the technician’s response time, defined as the time between when the service call is placed and when the technician arrives onsite to repair the equipment. If the issue is able to be resolved on the phone, the response time shall be defined as the time the service call was placed and when the issue was resolved over the phone.

b. Device Downtime Report shall be submitted to the DLA POC. This report shall identify the time the equipment was inoperable/non-functional. Downtime is defined as the time the service call is placed notifying the Contractor’s representative that the equipment is inoperable/non-functional or when the technician begins service on the equipment if the device is operable/functional upon arrival. In addition, the report shall include information relative to the frequency of service calls, production volume between service calls, types of repairs, as well as parts required.

c. Device Uptime Report shall be submitted to the DLA POC and the Contracting Officer. This report shall identify the time the equipment was operable and available and will be used to verify the required minimum 95% monthly available rate, as outlined in section II.C.2.

https://wawf.eb.mil/xhtml/unauth/help/help.xhtml

DLA Document Services Performance Work Statement (PWS) Version 24.1

Enclosure 1

ACKNOWLEDGEMENT FORM

Activity Name: Customer Address:

Customer POC Phone Number: Customer POC Email Address:

Contract Number:

NOTE: This document is required for all maintenance services and delivery of parts/supplies.

Use back for multiple installations or removals.

Device Manufacturer: Model #:

Serial Number: CLIN #:

Service Date: (MM/DD/YYYY): Service Location (Bldg/Floor/Rm)

Maintenance

Delivery of Supplies/Parts

Other (Describe here or on Back):

Contractor Technician Name (Print): Technician Signature:

Customer Accepting Receipt of device (Print): Customer Signature:

CLIN#: Model #: Serial Number: Service Location (Building #/Floor #/Room #):