D1 Att I PWS Commvault Maint Support_20201216.pdf

Performance Work Statement (PWS)

For

Commvault Maintenance Suppor

(M95492-21-SU-00454)

1. Background

The Marine Corps Recruiting Command (MCRC) is responsible to the Commandant of the Marine Corps for the procurement of qualified individuals, in sufficient numbers to meet the established personnel strength levels, office and enlisted, of the Marine Corps. To meet this mission MCRC network users leverage many IT tools and create/store large amounts of data. In order to back up this mission critical data, MCRC maintains and utilizes a software application called Commvault Simpana, which was purchased in 30 Sept 2015 via contract

M00263-15-P-1052 with option years for Maintenance/Support that ended 30 Sept 2020. The Commvault is

Government owned, contractor operated and managed, & located centrally at the MCRC Headquarters (HQ), Quantico, Virginia.

2. Purpose

The purpose of this Performance Work Statement (PWS) is to procure maintenance, support and additional licenses for MCRC’s existing Commvault software.

3. Scope

This PWS addresses work associated with MCRC’s existing Commvault software that is currently deployed at the MCRC Headquarters Data Center. The specific areas of support for this effort include: Software

Maintenance & support, and licensing for nine (9) additional (TB) Licenses to accommodate data backup growth.

3.1 Requirements

A. All contractors shall comply with the requirements listed below for this contract:

B. Premium Support must meet the following high level objectives:

Notification of Software Updates, product Fixes, and related enhancements.

24/7 access to the Commvault Technical Assistance Center (including holidays.)

24/7 access to web based customer portal and phone support

Quarterly Reports

Documentation Support for the Commvault website or customer portal

Access to Online Knowledge Base. The Government seeks access to an online repository of tips, best practices, and frequently asked questions relating to the installation, configuration, maintenance, and troubleshooting of the Commvault platform.

4.0 Period of Performance

The period of performance will be one base year plus 2 option years.

Base Period: 1 Jan 2021 – 31 Dec 2021

Option Period I: 1 Jan 2022 – 31 Dec 2022

Option Period II: 1 Jan 2023 – 31 Dec 2023

5.0 Quality Assurance Surveillance Plan

This Quality Assurance Surveillance Plan (QASP) provided below provides measurable performance standards and the method of assessing contractor performance against performance standards.

Performance

Objective

SOW

Ref.

Performance

Standard

Acceptable

Quality Level

Surveillance

Method

Provide

Commvault licenses and complete backup & recovery services – per front-end for

20TB

3.1

Access to website portal and phone support shall be completed in accordance with the specifications of the contract.

99% compliance required

Review of trouble ticket logs

Provide software support in the event failure, software updates, enhancement and new releases.

3.1

Access to website portal and phone support shall be completed in accordance with the specifications of the contract.

No more than two

(2) trouble tickets received that resulted from response time of more than four (4) hours in a performance period.

Review of trouble ticket logs

6.0 Contract Administration and Management

The labor categories for this requirement are considered bona-fide executive, administrative, professional labor and generally exempt from the Service Contract Labor Standards (SCLS). In the event the Contractor proposes a Labor Type subject to the Service Contract Labor Standards (SCLS), the Contractor shall identify

SCLS applicability in their quote.

3.1 Non-Personal Services

The Contractor has ultimate responsibility for managing the contract, for achieving the expected performance results, and for determining the appropriate staffing in support of its technical approach.

The Government shall neither supervise contractor employees nor control the method by which the contractor performs the required tasks. Under no circumstances shall the Government assign tasks to, or prepare work schedules for individual contractor employees. It shall be the responsibility of the contractor to manage its employees and to guard against any actions that are of the nature of personal services, or give the perception of personal services. If the contractor believes that any actions constitute, or are perceived to constitute personal services, it shall be the contractor's responsibility to notify the

Contracting Officer immediately.

3.2 Business Relations

The contractor shall successfully integrate and coordinate all activity needed to execute the requirement.

The contractor shall manage the timeliness, completeness, and quality of problem identification. The contractor shall provide corrective action plans, proposal submittals, timely identification of issues, and effective management of the contract and its personnel. The contractor shall seek to ensure customer satisfaction and professional and ethical behavior of all contractor personnel.

The Contractor shall ensure that its employees have all required professional certifications and licenses

(current and valid) for each applicable task and labor type category before commencement of work.

3.3 Contract Administration

The contractor shall establish processes and assign appropriate resources to effectively administer the requirement. The contractor shall respond to Government requests for contractual actions in a timely fashion.

The Contracting Officer is the only person who can legally modify any resulting contract or obligate the

Government for the expenditure of public funds.

Upon award, the contractor shall contact an assigned Government Technical Point of

Contact (TPOC) Mike Elliot located at the MCRC HQ Quantico, VA following award to coordinate execution of the contract.