B.1 Performance Work Statement - APC Device Support.docx

Performance Work Statement APC Device Support: Third-Party Hardware Maintenance and Support for End-of-Service-Life (EOSL) Data Center Infrastructure

1.0 Introduction & Background

This Performance Work Statement (PWS) outlines the requirement for comprehensive hardware maintenance and technical support services for critical data center infrastructure located at the United States Marine Corps (USMC) facility in Kansas City, MO.

The equipment, as detailed in Appendix A, has been designated as End-of-Service-Life (EOSL) by the Original Equipment Manufacturer (OEM) and is no longer covered under their support agreements. To ensure mission readiness and mitigate operational risk associated with hardware failure, the USMC requires a third-party maintenance solution.

2.0 Objective

The primary objective of this contract is to maintain the complete operational readiness of the specified data center equipment. The contractor shall provide all necessary technical expertise, replacement parts, and on-site engineering support to guarantee the infrastructure remains fully functional and reliable throughout the period of performance, thereby ensuring uninterrupted data center operations.

3.0 Scope of Work

This is a non-personal services contract. The contractor shall provide an all-inclusive solution for the maintenance and repair of the equipment listed in Appendix A. The contractor is required to furnish all management, labor, materials, equipment, parts, transportation, and supervision necessary to meet the performance standards defined herein.

4.0 Specific Tasks & Deliverables

4.1 Service Level Agreement (SLA)

The contractor shall provide maintenance and support services that meet a Two Business Day On-Site Response service level for all covered equipment. This SLA is defined as having a qualified Field Engineer physically on-site, with the required replacement part(s), no later than the second business day after a service request is initiated and a hardware fault is confirmed.

4.2 Hardware Maintenance & Support Services

The contractor shall perform the following:

· 4.2.1. Technical Support: Provide access to a Technical Assistance Center (TAC) via telephone and email for troubleshooting and issue diagnosis. Support shall be available, at a minimum, from 08:00 to 17:00 Central Time, Monday through Friday, excluding Federal holidays. All service requests must be logged in a ticketing system for tracking and reporting purposes.

· 4.2.2. Parts Replacement: Ensure delivery of OEM-equivalent or superior replacement parts to the government site to meet the specified two-business-day on-site response SLA. All parts shall be fully compatible and maintain the form, fit, and function of the original equipment.

· 4.2.3. Field Engineering Services: Dispatch a qualified Field Engineer to the site to perform advanced diagnostics, install replacement parts, and restore the equipment to full operational status. The Field Engineer shall coordinate with the government technical Point of Contact (POC) to schedule all on-site activities.

· 4.2.4 Defective Media Retention: For data security purposes, the Government will retain physical possession of all defective or replaced data storage components, including but not limited to Hard Disk Drives (HDD), Solid State Drives (SSD), NVMe drives, USB media, and flash memory. The Contractor shall supply the replacement part, but the defective media will remain with the Government TPOC for secure destruction. The Contractor shall not remove any data storage devices from the facility.

4.3 Deliverables & Reporting

· 4.3.1. Kick-Off Meeting: Within five (5) business days of contract award, the contractor shall schedule a telephonic kick-off meeting with the government POC to introduce the support team, confirm the covered asset list, and validate the service delivery process.

· 4.3.2. Quarterly Service Report: The contractor shall deliver a quarterly report to the government POC summarizing all maintenance and support activities. This report shall include, at a minimum: service ticket numbers, dates of incidents, description of faults, response times, and resolution dates.

· 4.3.3 Field Service Report (FSR) / Maintenance Sign-Off: Upon completion of any on-site maintenance or repair, the Contractor's Field Engineer shall provide a written Field Service Report (FSR) or maintenance checklist to the Government TPOC (or designated representative) prior to departing the facility.

The FSR must include, at a minimum, the following information:

· Date and time of arrival and departure.

· The original service ticket/case number.

· Make, model, and serial number of the equipment serviced.

· A brief description of the reported fault.

· A detailed description of the maintenance actions performed.

· Part numbers and serial numbers of any components removed and/or installed.

· Confirmation that the equipment was tested and restored to full operational status.

· Printed name and signature of the Contractor’s Field Engineer.

· Printed name and signature of the Government TPOC (or escort) verifying the work was completed.

A copy of the FSR, signed by both the Contractor and the Government, must accompany any invoices submitted for payment.

· 4.4 Quality Assurance and Inspection: The Government reserves the right to inspect all services provided under this contract. The TPOC or designated government representative will perform a functional verification of the equipment following any repair to ensure it has been restored to full operational status prior to the Contractor's Field Engineer departing the site and prior to the Government signing the FSR.

5.0 Period of Performance

The Period of Performance shall be a base period of twelve (12) months from the date of contract award, with two (2) subsequent option periods as defined in the contract award documentation.

6.0 Place of Performance

All services shall be rendered for equipment located at:

2306 E. Bannister Road Kansas City, MO, 64131-3088, USA

The government technical point of contact (TPOC) for this contract is:

Brian Walker brian.c.walker@usmc.mil

(816) 705-5116

7.0 Hours of Operations

Standard business hours are defined as 08:00 to 17:00 Central Time, Monday through Friday, excluding U.S. Federal holidays. The two-business-day on-site response SLA is applicable during these standard hours.

7.1 Recognized Holidays

The contractor is not required to provide on-site support on the following recognized U.S. Federal holidays. If a holiday falls on a Saturday, the preceding Friday will be observed. If a holiday falls on a Sunday, the following Monday will be observed.

· New Year’s Day (January 1)

· Martin Luther King, Jr. Day (Third Monday in January)

· Washington’s Birthday / President's Day (Third Monday in February)

· Memorial Day (Last Monday in May)

· Juneteenth National Independence Day (June 19)

· Independence Day (July 4)

· Labor Day (First Monday in September)

· Columbus Day (Second Monday in October)

· Veterans Day (November 11)

· Thanksgiving Day (Fourth Thursday in November)

· Christmas Day (December 25)

8.0 Security

The contractor shall comply with all security policies and access control procedures required at the place of performance. Contractor personnel must be escorted by government personnel while on-site. The contractor shall coordinate all site visits with the TPOC at least 24 hours in advance.

8.1 Base Access Requirements

All contractor personnel performing on-site services must be able to obtain and maintain physical access to the USMC facility. This requires complying with standard installation access procedures, which may include identity verification and background screening (e.g., National Crime Information Center (NCIC) checks or enrollment in the Defense Biometric Identification System (DBIDS)).

8.2 Contractor Responsibility

The Contractor is responsible for coordinating with the TPOC to submit all required security and access forms prior to the scheduled service visit. Failure of contractor personnel to obtain base access due to incomplete paperwork or failure to pass standard background checks does not relieve the Contractor from meeting the established Service Level Agreements (SLAs) defined in Section 4.1.

9.0 Invoicing and Payment

All invoicing and payment shall be processed electronically in accordance with DFARS 252.232-7003, Electronic Submission of Payment Requests and Receiving Reports. The Contractor shall submit all invoices via Wide Area Workflow (WAWF). The signed Field Service Report (FSR) mandated in Section 4.3.3 must be attached to the WAWF receiving report as proof of service before payment, which will be authorized by the Government.

APPENDIX A – COVERED EQUIPMENT LIST

DISTRIBUTION: DoW COMMUNITY ONLY