Attachment 3 - Performance work statement.docx

SP7000-20-R-1021 Attachment 1 – Performance Work Statement

SP7000-20-Q-1036 Attachment 3

PRODUCTION MAINTENANCE PERFORMANCE WORK STATEMENT (PWS)

1.0 GENERAL MAINTENANCE INFORMATION. The Contractor shall 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.

1.0.1 Pricing proposals shall reflect Firm Fixed Base Pricing. The period of performance is up to 48 months.

1.0.2 The devices shall receive adjustments, repairs and preventive care from Certified Personnel only. Pricing shall include all parts, labor toner and staples, (except paper and specialty 5th toner). The cost shall include 15,000 monochrome impressions/monthly and 25,000 color impressions/monthly for two devices. The total monthly impressions will be totaled at the end of each Period of Performance (PoP) for proper fiscal year assessment.

Example: For instance, if the base contract has a PoP of 8/1/2020-9/30/2020 (two months), therefore base allowable impressions for that PoP are 30,000 monochrome and 50,000 color total impressions for two devices.

1.0.3 Overage CLINs (0003 – 0004) may be exercised in excess of base allowable impression listed in section 1.0.2. Vendor must notify the DLA POC in writing when the usage for both devices is at 10% remaining capacity.

1.1 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 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.

1.1.1 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.

1.1.2 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.

1.2 All services provided under this contract require an Acknowledgement Form (Enclosure 2) be signed and dated by the DLA customer.

1.2.1 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.

1.2.2 The Acknowledgement Form shall be signed to include the following: (1) activity name, (2) model and serial numbers; (3) maintenance services provided; (4) device locations, to include building numbers, room numbers, (5) customer’s name and signature.

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

1.3 Invoices shall be submitted on a quarterly basis via Wide Area Work Flow (WAWF) and shall include a Microsoft Excel spreadsheet (version 2003 or newer) with the serial numbers and locations of each device. Invoices shall be in United States Dollars. The first invoice shall not be paid unless the spreadsheet referenced in Paragraph 6.5 of the Performance Work Statement has been provided. The initial invoice shall not be approved without a fully completed spreadsheet and the signed Acknowledgement Form. There shall be no interest penalty incurred by the Government for delay of payment due to a vendor delay in providing the spreadsheet and Acknowledgement Form.

2.0 SERVICED DEVICES. The Contractor shall:

2.1 Provide support for:

· Ricoh Pro C7100sx - SN: C83172290

· Ricoh Pro C5200s - SN: C83172250

2.2 The Contractor shall provide a toll free telephone number(s) to place service maintenance calls and order consumable supplies. 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 07/31/2024 for each device placed on this contract, as well as the DLA EMS sticker (DLA 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.

3.0 MAINTENANCE (Including Operational Standards & Performance). The Contractor shall:

3.1 Respond within four (4) hours of a service call. 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 an hour to discuss service problem and time of arrival.

3.2 Provide service technician support Monday through Friday from 7:30 a.m. - 4:30 p.m. local time, with the exception of Federal or local Holidays. The Contractor shall provide a service technician who speaks English.

3.3 Provide emergency service, outside of times listed in paragraph 3.2, as required. Fee based.

3.4 Maintain each device at a minimum 75% monthly available rate based on the 21 standard federal work days in a month. Maintaining the devices includes, but is not limited to the cost of:

3.4.1 Preventive maintenance.

3.4.2 Service calls.

3.4.3 Repairs.

3.4.4 Troubleshooting.

3.4.5 Connectivity.

3.4.6 All associated labor and travel.

3.5 If a device is determined by the Contractor to be non-repairable, to include damaged devices, the Contractor shall inform the designated DLA POC 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.

3.6 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 the supported device is subject to a known vulnerability. When vulnerabilities are identified by either the Contractor or the customer, 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 and is quoted below for reference:

3.6.1.1 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 should be initiated upon discover with the goal of mitigation/remediation within seven (7) calendar days.

3.6.1.2 Findings with a severity score of high should 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.

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

3.6.2 In the event remediation cannot be achieved within the mandated timeline, a Plan of Actions and Milestones shall be approved by the Customer’s agency Authorizing Official or designee for risk acceptance.

4.0 CONSUMABLE SUPPLIES. The Contractor shall:

4.1 Provide all consumable supplies (including staples) necessary for the operation of the devices. Paper and 5th toner is excluded as a consumable supply.

4.2 Deliver all required consumable supplies to the designated locations listed on the delivery schedule within three (3) business days after receipt of a request for supplies.

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

5.0 FIRMWARE/SOFTWARE UPDATES:

5.1 In order to maintain DoD authority to operate, devices are required to have the most up to date firmware. The Contractor shall provide the most recent versions of firmware, software and installation instructions for distribution to local IT staff, coordinated through the DLA POC.

6.0 REPORTS. The Contractor shall:

6.1 Submit a Device Maintenance Report to the designated DLA POC within ten (10) calendar days after serviced. Each maintenance report shall include a Microsoft Excel spreadsheet (version 2003 or newer) that provides the Maintenance Order Number (PO#) along with the following: (1) date of maintenance; (2) serial numbers/CLIN; (3) maintenance location (to include building number, room number, customer name, phone number, and email address).

6.2 Provide to the designated DLA POC a Usage Report (Microsoft Excel format, version 2003 or newer) with the total and average monthly production volumes by serial number for all devices. The Usage Report shall be submitted to the DLA POC within five (5) business days upon request.

6.3 Provide Service History Reports containing frequency of service calls, production volume between repairs, type of repairs, parts required, and device down time to the designated DLA POC within five (5) business days upon request for information.

6.4 Provide to the designated DLA POC a Device Downtime Report which shall identify the time the equipment was inoperable/non‐functional. Downtime is defined as the time the customer places the call and notifies 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. The Device Downtime Report shall be submitted to the DLA POC within five (5) business days upon request.

6.5 Maintain an accurate listing of all devices under contract (model, serial number, location) and provide a spreadsheet to the designated DLA POC (Microsoft Excel format, version 2003 or newer) with the monthly invoice. The Contractor shall invoice in and be paid in U.S. Dollars.

Enclosure 2

ACKNOWLEDGEMENT FORM

Contract Number:

NOTE: This document is required for all maintenance services, deliveries and removals.

Use bottom and back for multiple devices.

Device Manufacturer:

Model #:

Serial Number:

CLIN #:

Service Date: (MM/DD/YYYY):

Service Location (Bldg. #/Floor #/ Room #):

Maintenance Firmware/Software Update

Delivery of Supplies/Parts

Other (Describe here or on Back):

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