ITSS__Attachment_5.pdf

DOC52PAPT1300018 ATTACHMENT “5”

ATTACHMENT “5”

INFORMATION TECHNOLOGY SUPPORT SERVICES (ITSS)

ITSS – 01 - SSB SOFTWARE SUPPORT

ITSS - 02 - FACILITIES MANAGEMENT SUPPORT

ITSS – 03 - HARDWARE/SOFTWARE MAINTENANCE

CONSOLIDATION/SERVER UPGRADES AND

PERIPHERALS

ITSS – 04 - OS OPERATIONS

SOLICITATION NO.

DOC52PAPT1300018

ITSS–01 Software Support SOW Page 1

Office of the Chief Information Officer ITSS Task Order SOW

COTR Task Title SSB Software Support

TBA (ITSS-01)

Task Manager

TBA

INFORMATION TECHNOLOGY SUPPORT SERVICES

ITSS – 01

1. BACKGROUND

The Software Services Branch (SSB) provides technical services for USPTO Developed Applications (AIS) and Enterprise Commercial-off-the-Shelf (COTS) packages. SSB provides support for mission critical systems such as USPTO’s Patents End to End (PE2E), USPTO’s Trademarks Next Generation (TMNG), Microsoft Active Directory, Microsoft Exchange Email, anti-virus software and other enterprise management tools used to support operations.

SSB deploys, manages and troubleshoots USPTO AIS’s and Enterprise COTS. SSB is responsible for the installation, deployment, configuration, administration, maintenance, patching, upgrades, troubleshooting, testing and security of these Applications. Using USPTO Standard Operating Procedures (SOPs), SSB personnel work with technical teams from the Office Application and Engineering Division (OAED) and Enterprise Platform Support Division (EPSD) to ensure that all enterprise applications meet explicit and implied service level agreements. USPTO AIS’s and Enterprise COTS run on technologies including Red Hat Enterprise Linux, RHEL virtualization (RHEV), Windows, VMWare, JBOSS, Websphere, Tomcat, Apache, Amazon Cloud, Pega, Alfresco, PHP, and lucene. SSB coordinates teams throughout OCIO and OIEO to provide operational support.

The AIS’s and COTS packages supported by SSB are installed on servers in Production and Lab environments of USPTO.

The objective of this Task-Order is to bring additional application, software management and maintenance expertise to SSB.

2. STATEMENT OF WORK

The Contractor shall provide technical support services for USPTO AIS and Enterprise COTS, as referenced.

2.1. GENERAL REQUIREMENTS

The following General Requirements apply to the Software Support Task Order and all Sub- Tasks, under this Task Order:

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2.1.1. The Contractor shall follow and comply with all USPTO and OCIO Cyber-security policies and procedures.

2.1.2. The Contractor shall abide by Service Level Agreements (SLA) and SOPs established by USPTO and shall adhere to specified Technical Notes and/or Standard Operating SOPs that detail operations.

2.1.3. The Contractor shall receive written and verbal assigned tasks, along with the appropriate USPTO PPA charge code to use, from the Task Order Manager, COTR or a designated government representative.

2.1.4. The Contractor shall track and report use of the appropriate PPA charge code(s) for each assigned project.

2.1.5. The Contractor shall analyze assigned tasks and provide estimated time frames of completion to the Task Manager or delegated representative. The Task Manager will do an independent time assessment and the deadline may be negotiated.

2.1.6. The Contractor shall develop a Training Checklist for Contractor personnel assigned to USPTO. The Training Checklist shall cover tasks and activities defined in this Task Order. The checklist shall be used to ensure Contractor personnel have a thorough understanding of the complexity of the USPTO environment. The checklist shall include infrastructure, server, database, platform services, software services environment, as well as USPTO processes, procedures and policies.

2.1.7. The Contractor must cover all shifts stated in the task order for the full duration of the shift 100% of the time with an experienced, fully privileged administrator. The Contractor shall provide a portable phone to ensure availability of the scheduled administrator at all times. The Contractor must manage personnel requests for personal days and vacation to ensure that at all times coverage is in place.

2.1.8. The EAMS system serves as the central repository of information used by OCIO personnel in resolving calls throughout USPTO. The Contractor shall ensure an appropriate EAMS Record (Change, Service, Problem or Incident) is created and updated for all work requested by customers (through the Service Desk), or as a result of problems identified by the contractor. The Contractor shall manage the EAMS Record as the work progresses, including:

2.1.8.1. Assigning the record, as appropriate, for resolution and/or action.

2.1.8.2. Updating the record with details as work is performed.

2.1.8.3. Informing the requestor that the service request has been resolved.

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2.1.8.4. Closing the record within 12 hours of resolution, providing details of work performed and final status (Successful Completion, Unsuccessful Completion, Postponement, Cancellation, or continued Work in Progress).

2.1.8.5. When work is completed later than the deadline for the Daily Activities Report, the Contractor shall notify Change Control (“DCOD Change Status”) via email with the current status. The update shall be sent before 6:00 am daily and within 8 hours of completing the work.

2.1.8.6. The Contractor shall not make any changes, modifications, alterations, or enhancements to USPTO’s software without an approved EAMS Change Record (CR), action plan, and roll-back plan. The CR, action plan and roll-back plan must be approved by the Task Order Manager or his representative. All production maintenance activities must be conducted within established maintenance windows or within the times specified in the approved CR.

2.1.8.7. When requested, the Contractor shall submit a detailed Root Cause Analysis (RCA) with a timeline of events for problems that have been resolved. The RCA shall document all steps performed to obtain problem resolution. The RCA shall document escalation procedures that were followed.

2.1.8.8. The Contractor shall participate in knowledge sharing and informal training among all SSB team members. The Contractor will provide and update operational documentation of all Software Service procedures.

2.1.8.9. The Contractor shall document any recommended, new operational processes or procedures designed to improve performance and/or efficiency and shall obtain USPTO approval prior to implementation.

2.1.8.10. All documentation provided for Software Services tasks shall be specific to the USPTO environment. Documents shall be uploaded to the Configuration Management library and submitted to a SSB representative for review.

2.1.8.11. The Contractor will assist SSB in following the USPTO System Development Life Cycle / Agile process to produce required documentation for the proper management of this task, including project plans, weekly status reports, detailed design documents, requirements specifications, risk management and configuration management documentation, system security details and product evaluation reports.

2.1.8.12. The Contractor shall meet the standards of customer satisfaction established by the USPTO. Customer satisfaction measurements quantify Contractor staff attributes such as professionalism, courtesy, expertise, attitude, and helpfulness.

2.1.8.13. The Contractor shall comply with USPTO asset control policies and procedures and notify Facilities Operations Branch of any necessary updates.

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2.1.8.14. The Contractor shall provide all personal computers and mobile phones for Contractor staff.

2.2. SOFTWARE SERVICES BRANCH (SSB) – AIS/COTS TASK REQUIREMENTS

General: PPA Charge Code: SSUPPT-0000-SS0073 Email: SEXCHA-0000-S80010

The Contractor shall provide technical services and expertise in all AIS and COTS products as specified within this Statement of Work (SOW). The supported packages are listed in Section 12:

Appendix: SSB Supported Products.

The Contractor shall provide the following:

2.2.1. The Contractor shall provide Subject Matter Experts as requested. The Subject Matter Expert will have in-depth technical knowledge in one or more of the software products as per the request. The Subject Matter Expert shall mentor both USPTO and Contractor personnel as necessary in the expertise.

2.2.2. The Contractor shall assist SSB in providing support for administration, troubleshooting, configuration, installation, deployment, maintenance, upgrades and high availability design of all COTS and AIS Software as described in this SOW.

2.2.3. The Contractor shall provide day-to-day operational support including responding to incidents, troubleshooting, and executing corrective action. EAMS Problem Records will be assigned to the Contractor records following the initial triage that has been performed by the OS Operations Section. Problem resolution may involve identification of complex system problems, restarting failing services, complete software reload, and/or system level file recovery.

2.2.4. When necessary, the Contractor shall interact with software vendors to reach problem resolution. This may include opening a service call with the vendor, providing logs, and responding to advice received by phone call or email.

2.2.5. The Contractor shall document all steps performed to obtain problem resolution and submit to SSB for review.

2.2.6. The Contractor shall follow established escalation procedures as defined by the Task Order Manager or the Software Services Branch Chief. The Contractor shall escalate technical issues to the appropriate Section Manager when it becomes apparent that the problem has exceeded basic outage timeframes. A face-to-face or phone turnover between shifts is required 100% of the time when there is an active issue that still requires resolution.

2.2.7. The Contractor shall analyze issues as they relate to the USPTO environment. The Analysis shall include a written analysis along with an action plan to remedy a problem, initiate a new process or procedure, roll out products and/or enhance current operations.

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2.2.8. The Contractor shall provide SSB support documentation as needed, including:

2.2.8.1. Installation procedures

2.2.8.2. Rollback procedures

2.2.8.3. Troubleshooting assistance that includes common problems/issues

2.2.8.4. Knowledge packs

2.2.8.5. Root cause analysis

2.2.9. The Contractor shall provide experience and documented processes and procedures that reflect a 24x7x365 production facility operational support plan, including continuity operations implementation and planning, which are critical to USPTO’s future 24x7 operations in the event of a disaster. These processes and procedures should include, but are not limited to, step-by-step procedures for bringing critical processes back on-line.

2.2.10. The Contractor shall create and/or improve all new and existing operational processes and procedures. Processes must be described in operational documents. The documents will include, but not be limited to, software installation procedures for AIS Software Service and COTS packages, disaster recovery plans, maintenance plans and Secure Configuration Baseline deviations for each system. The documentation will be specific to the USPTO environment.

2.2.11. The Contractor shall provide staff resources in support of USPTO projects when the requirement is minimal support (40 hours or less). Significant efforts for major projects will be handled under a separate task order.

2.2.12. The Contractor shall assist SSB in conducting deployments, rollbacks, AIS verification, and production tasks as outlined in SSB service catalog for the AIS or COTS system.

2.2.13. Details of the deployment activity shall be submitted to the respective OIEO and OAED teams engaged in the deployment before the activity commences. A summary of the deployment and final status shall be provided to the teams immediately following completion.

2.2.14. The Contractor shall provide operational support in the deployment of software applications. This may include off-hours deployments. The contractor shall take appropriate steps during deployments to minimize outage time occurring as a consequence of deployment activities. The Contractor shall work with Government and other Contractor personnel to resolve issues arising from software deployments.

2.2.15. The Contractor shall assist SSB in performance tuning of identified USPTO AIS and COTS systems to help assure optimal performance and stability.

2.2.16. The Contractor shall assist SSB in resiliency or failover testing of components of the AIS or COTS system.

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2.2.17. The Contractor shall assist SSB in performing routine evaluation of AIS or COTS packages. The Contractor shall assist in documenting and escalating issues of operational concern related to the AIS or COTS system.

2.2.18. The Contractor shall support testing, evaluation, installation and configuration of new software vendor releases and will use Operational Support Plans, Secure Configuration documents, Best Practice white papers and other tools to determine if there are potential issues before implementation within USPTO.

2.2.19. From time to time, the AIS and COTS packages listed in the SOW will be updated. The Contractor shall assist SSB in providing support for software not listed in the SOW on a Best Effort Basis prior to its inclusion in the SOW.

2.2.20. The Contractor shall coordinate with other OIEO and OAED support groups to resolve issues with the AIS/COTS application. Bug reports shall be submitted to OAED as necessary and follow-on deployment activities coordinated across teams and carried forward to completion.

2.2.21. The Contractor shall perform approved production maintenance activities that include development of automated scripts and scheduled tasks, application/system monitoring, software/security updates and patching, archiving/disposition of system logs and/or data records for both USPTO AIS and Enterprise COTS systems.

2.2.22. The Contractor shall maintain Upgrades, Updates, Service Packs, Patch Levels, Hot Fixes, Security Updates and all else relative to Software Service functionality for USPTO based AIS and COTS products as identified in the SOW.

3. HOURS OF SUPPORT

The Contractor shall provide on-site technical support services at an appropriate staffing level to maintain USPTO Software as described in this SOW. The support services shall be performed based upon the following schedules for AIS and COTS software products.

3.1. MISSION-CRITICAL AIS AND COTS SOFTWARE SERVICES

3.1.1. On-site software services provided Monday through Friday: 05:00 – 20:00 and during scheduled changes, excluding all federal holidays.

3.1.2. On-call services provided during “off-hours”, 20:00 – 05:00 Monday through Friday, Saturday, Sunday and holidays. Only issues occurring on those software products approved by the SSB Manager will be addressed during on-call hours.

3.1.3. Excludes Thanksgiving Day, Christmas Day, and New Year’s Day when neither on-site nor on-call support is required; however, the contractor will take necessary measures to ensure that all systems are up and operational prior to 05:30 on the start of the next business day following Thanksgiving Day, Christmas Day, and New Year’s Day.

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3.2. NON-MISSION-CRITICAL AIS AND COTS SOFTWARE SERVICES

3.2.1. On-Site software services provided Monday through Friday: 08:00 – 17:00 excluding all Federal Holidays.

3.2.2. On-Call services provided during “Off-Hours”, 17:00 – 08:00 Monday through Friday, Saturday, Sunday and Holidays. Only issues occurring on those Software products approved by the SSB Manager will be addressed during On-Call hours.

4. CONTINUITY OF OPERATIONS PLAN AND REMOTE SUPPORT

In the event of an emergency situation, USPTO may invoke the Continuity of Operations Plan (COOP) and/or Remote Support. Invoking telework on a limited basis for contractors may be considered during emergency situations – if the event prevents contractor staff from commuting to or entering the contract/task order specified Place of Performance.

Assigned telework will be considered, to the degree required by an emergency, as defined in the base contract; and/or under limited circumstances, as determined by the Contracting Officer, COTR and the Task Order Manager. However, in no event shall telework interfere with the performance of work requirements. The USPTO, in its sole discretion, has the right to prohibit telework, should it be found to be interfering with responsibilities under the contract and associated Task Orders.

In addition, should a COOP or DRP be implemented, the contractor shall provide support as identified in the base contract and the negotiated agreement; and in close coordination with the Task Order Manager, COTR and Contracting Officer. The Contractor may be required to travel to USPTO designated remote sites; work after hour, weekends and holidays; and incur ODCs in support of the COOP/DRP effort.

5. ESCALATION OF SUPPORT

The Contractor shall follow all OCIO and OIEO standard procedures for escalating problems, including:

5.1. The Contractor shall troubleshoot and resolve Software Service problems escalated to them from the OS Operations Section, Service Desk or C3, by responding to alerts, trouble calls, administration requirements, performing fault isolation and service restoration.

5.2. While on-call, the Contractor shall respond via telephone within fifteen (15) minutes receipt of a call or page from the OS Operations Section, the Service Desk or C3/Enterprise Operations Center (EOC).

5.3. The contractor shall escalate all Software Service problems, if not resolved/circumvented within one (1) hour of the failure being reported or as required to produce a positive outcome.

Additionally, the contractor shall provide periodic updates to the OS Operations Section, the Service Desk/Problem Management Group and the CIO Command Center at requested intervals depending on the severity of the problem/outage.

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6. GOVERNMENT FURNISHED MATERIAL

The USPTO will provide workspace, equipment, tools, and supplies required to perform the task assigned to the Server Administrator while on-site at the USPTO, with the exception of desktop workstations and mobile phones.

7. LEVEL OF EFFORT

The amount of work required to perform this task may vary from day to day. However, the Contractor is responsible for ensuring all work is performed within the time frame established by the USPTO Task Manager at time of assignment.

The Government, reserves the right to de-scope this task order at any time. The Government will notify the Contractor at least ten (10) working days prior to termination of the task order.

No work outside the scope of this Task Order will be performed without the written direction of the Contracting Officer.

8. PERIOD OF PERFORMANCE

The Period of Performance will be: from date of award - 12 month per period

9. PLACE OF PERFORMANCE

Work will be performed at the USPTO facilities, including, but not limited to Alexandria, VA. SSB supports servers at other USPTO facilities including Boyers, PA, Detroit, MI and Silicon Valley, CA.

10. GOVERNMENT METRICS

The Contractor shall collect and maintain data associated with the Metrics in this Statement of Work.

The Contractor shall generate monthly reports that show how the Contractor team is meeting the Metrics. All activities tracked shall meet the stated Metrics 99% of the time. The reports will be delivered to the COTR and designated representatives.

10.1. Ensure that all changes made to production environment (except those defined as emergencies) are approved and listed on the published daily schedule.

10.2. The Contractor shall use the production EAMS Problem/Change Management system to track all system problems and changes to the hardware and software environment. Work will be documented in problem and/or change records and appropriate OCIO approval will be required for all changes made. Change records will be updated as work is completed and within 8 hours for unplanned emergency work.

10.3. On-Site Software Service: Upon escalation to SSB, identify and isolate problems related to COTS and AIS Software Service. Within 30 minutes identify whether a failure is software related and/or escalate to 3rd party vendor and/or SDM support.

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10.4. On-Site Software Service: Upon identification of software issue, correct the problem and restore Software Services to operational readiness within 2 hours of a problem unless a full restore is required or 3rd party vendor and/or SDM support is required to resolve an issue.

10.5. Off-site Software Services Mission-Critical AIS and COTS: Respond within 15 minutes of an On-Call request. After response, identify whether a failure is software related within 30 minutes or escalate to 3rd Party Vendor and/or SDM support. Report on-site as deemed appropriate by the SSB Manager within 2 hours of being requested.

10.6. Off-site Software Services Non-Mission-Critical AIS and COTS: Respond within 15 minutes of an On-Call request. After response, ensure problem identification and resolution is prioritized and completed by 10:00 AM next business day, unless a full restore or 3rd party vendor and/or SDM support is required to resolve the issue.

10.7. Complete 95% of assigned EAMS Change record tasks no later than the entry in the “Task Schedule Date” field (on call hrs. not included – business hrs. only).

10.8. As requested, document and respond to system failures with a detailed explanation within 24 hours utilizing the RCA or CPN template.

11. SCHEDULE OF DELIVERABLES

Deliverable Due Date Delivered To

Kick-off Meeting No later than five (5) business days after award

To occur at USPTO Alexandria

Weekly Status Report for this task Weekly Task Order Manager

Monthly Status Report for this task Monthly Task Order Manager

Problem and change records fully documenting work done on problems, changes, and projects.

Ongoing Task Order Manager

Reports showing all Metrics tracked and response rates

Monthly Task Order Manager

12. APPENDIX: SSB SUPPORTED PRODUCTS

The following AIS’s and Enterprise COTS packages are currently supported by SSB. From time to time, this list will be updated in the Statement of Work:

12.1. MISSION-CRITICAL

USPTO AIS Software: USPTO Patents End to End (PE2E), USPTO Trademarks Next Generation (TMNG)

Enterprise COTS Software: Microsoft Exchange Email, Blackberry

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12.2. NON-MISSION-CRITICAL

USPTO AIS Software: SOLR, Lucene, Alfresco, RSA Access Manager, JBOSS, Jboss SOA-P, JBOSS EWS/Apache HTTP server, jBPM, Pega, Marklogic, JBoss EAP+ESB/Tomcat/Java Enterprise, AWS, Google App Engine, RedHat Openshift

Enterprise COTS Software:, Axway, Boxtone, Good, Active Directory, Symantec Anti-Virus, EAMS/ITSM, Quest, NetIQ, Groundworks, RightFax TADDM, ITFMS/Aperture, GEARS/Troux, OCS, Altiris, SharePoint, Lync/Group Chat/MindLink Anywhere

13. APPENDIX: GLOSSARY

OAED Office of Application Engineering and Development

SSB Software Services Branch OIEO Office of Infrastructure Engineering and Operations

EAMS Enterprise Asset Management System - The USPTO Change Management system of record, which is based on Remedy

SOW Statement of Work TOM Task Order Manager COTR Contracting Officer Technical Representative

14. EVALUATION FACTORS

The following factors, listed in descending order of importance, will be used to evaluate Contractors:

14.1. Factor 1 – Qualifications of Personnel: The USPTO will evaluate the Offeror’s ability to manage and provide the level and quality of resources to perform all requirements identified in the SOW. Resumes will be evaluated based on experience performing similar services and using the technology (or comparable technologies) defined in the SOW.

14.2. Factor 2 – Price: The proposed price will be evaluated for reasonableness and value to the government.

The Qualifications of Personnel factor is significantly more important than price.

ITSS–01 Software Support SOW Page 11

ITSS – 01 - SSB SOFTWARE SUPPORT

ITSS - 02 - FACILITIES MANAGEMENT SUPPORT

ITSS – 03 - HARDWARE/SOFTWARE MAINTENANCE

CONSOLIDATION/SERVER UPGRADES AND

PERIPHERALS

ITSS – 04 - OS OPERATIONS

SOLICITATION NO.

ITSS‐02 Facilities Management SOW Page 1

ITSS - 02

Office of the Chief Information Officer ITSS Task Order SOW

COTR Task Title Task Manager

TBA

Facilities Management

Support

(ITSS-02)

TBA

1. BACKGROUND

The primary mission of the United States Patent and Trademark Office (USPTO) is to issue patents and trademarks. To that end, it is imperative that timely and accurate inventories of hardware and software be flawlessly managed as an integral part of the USPTO IT Facilities successful day-to-day operations. The USPTO IT Facilities, managed by Facilities Operations Branch (FOB), requires full-time, on-site Contractor support services in the areas of server installation, asset management, shipping and receiving, waste management, relocations of IT equipment within the data center space, to ensure that the USPTO meets and or exceeds in accomplishing its mission.

2. STATEMENT OF WORK

2.1. Server Installation

The Contractor shall provide installation services of new or relocated servers or the removal of surplus servers and associated hardware components. The Contractor shall gather information from existing IT equipment and / or packing slips when new servers are received and provide this information to (Aperture DCFMS) Data Center Facilities Management Services.

2.2. Asset Management

The Contractor shall provide physical inventory and scanning support. The Contractor must strictly follow established USPTO procedures for tagging recently received equipment and to surplus equipment that no longer has a value to the USPTO.

The Contractor shall provide asset management in the areas of:

2.2.1. Physical Inventory

2.2.2. Tagging New Assets

2.2.3. Surplus of Old Assets

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2.3. Shipping and Receiving

The Contractor shall perform receiving and relocation with the complete USPTO required documentation of the new hardware from vendors or in-house transfers. The Contractor must be able to properly prepare equipment for shipping, whether it to be from one building to another, one office space to another, and to any of the alternate facility sites located outside of Alexandria Virginia, in accordance with established procedures as required.

2.4. Waste Management

The Contractor shall, as required, remove packing material from the Facility Operations Branch IT Facilities to the loading dock placing the waste in the appropriate compactor.

The Contractor shall perform periodic checks of the Facility Operations Branch IT Facilities floors, to include IT-East Data Center, IT-West Data Center, Remsen Network Facility, and the Boyers, PA Facility. This work shall be performed in an effort to maintain a clean, safe and suitable work environment.

2.5. Relocations

The Contractor shall provide management and execution of IT related relocation services to include technical and logistical resources as required by USPTO.

2.6. Project Support

The Contractor shall provide quotations for additional staff resources as required to support facilities of USPTO projects. This includes, but is not limited to large IT equipment refresh projects, Disaster Recovery, Enterprise Architecture, which will require addition staffing. The associated costs for such resources are not included in the estimates outlined below.

2.7. Data Management

with no gaps in coverage

2.7.7. Weekly reports to include:

2.7.7.1. Any changes effecting devices under maintenance

2.7.7.2. Updates to and from EAMS

2.7.7.3. Devices off warranty alerts

2.7.7.4. Break Fix activity

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2.8. Break-Fix solution

2.8.1. Power Supplies and hard drive replacement for devices located in IT East

(Production)

2.9. Analysis and Planning

2.10. Staff and Vendor Management

2.10.1. Resource/staff management

2.10.2. Administrative and oversight support

2.10.3. Vendor management and negotiation

3. CONTINUITY OF OPERATIONS PLAN AND REMOTE SUPPORT:

In the event of an emergency situation, USPTO may invoke the Continuity of Operations Plan (COOP) and/or Remote Support. Invoking telework on a limited basis for contractors may be considered during emergency situations – if the event prevents contractor staff from commuting to or entering the contract/task order specified Place of Performance.

Assigned telework will be considered, to the degree required by an emergency, as defined in the base contract; and/or under limited circumstances, as determined by the Contracting Officer, COTR and the Task Order Manager. However, in no event shall telework interfere with the performance of work requirements. The USPTO, in its sole discretion, has the right to prohibit telework, should it be found to be interfering with responsibilities under the contract and associated Task Orders.

In addition, should a COOP or DRP be implemented, the contractor shall provide support as identified in the base contract and the negotiated agreement; and in close coordination with the Task Order Manager, COTR and Contracting Officer. The Contractor may be required to travel to USPTO designated remote sites; work after hours, weekends and holidays; and incur ODCs in support of the COOP/DRP effort.

4. GOVERNMENT FURNISHED MATERIAL

The USPTO shall furnish handheld Dolphin units and all pertinent documentation, access to all staff, workplace, procedures, and material needed to perform this task.

5. LEVEL OF EFFORT

The Government, reserves the right to de-scope this task order at any time. The Government will notify the Contractor at least ten (10) working days prior to termination of the task order.

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No work outside the scope of this Task Order will be performed without the written direction of the Contracting Officer.

6. PERIOD OF PERFORMANCE

The Period of Performance is: from date of award – 12 month period

7. PLACE OF PERFORMANCE

Work shall be performed predominately at the USPTO Alexandria, VA campus. Work might also be required at other locations on the Carlyle Campus as well as Franconia/Springfield, VA;

Newington, VA; Randolph Square (Shirlington), VA and Boyers, PA.

8. GOVERNMENT METRICS

Action Metric/Measurement Number

Metric Description Schedule Goal

Metric 1

Verify the accuracy of all assets in the Data Center to be accurately reflected in the EAMS/DCFMS database – based on a monthly check – accuracy to be 98% better

As Required 98%

Verify that of all assets in the Data Centers are accurately reflected in DCFMS (Aperture) Verify all assets in DCFMS are accurately reflected in Asset management system (Remedy)

9. SCHEDULE OF DELIVERABLES

Deliverable Due Date Delivered To

Kick-off Meeting No later than five (5) business days after award To occur at USPTO

Alexandria Weekly Status Report Weekly Task Order Manager Quarterly Metrics Summary

Quarterly As Required/requested

10. PERFORMANCE METRICS

The Contractor shall meet or exceed the IT Facilities Operations Performance Metrics / Service Levels provided on the following page.

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IT Facilities Operations Performance Metrics / Service Level

Activities Service Commitment Comments/Assumptions

1) Server

Install 3 business days

Assumption: Server has been delivered from warehouse or been identified from available server pool.

Move within facility 3 business days Assumption: Server has been powered down

Relocate 3 business days Assumption: Server has been powered down

De-Install 2 business days Assumption: Server has been powered down

Surplus 3 business days Transfer of Assets 1 business day

Aperture DCFMS Update 2 business days

2) Server Parts

Install 3 business days

Assumption: Server parts have been delivered from warehouse or been identified from available parts pool.

Move within facility 3 business days Assumption: Server has been powered down

Relocate 3 business days Assumption: Server has been powered down

De-Install 2 business days Assumption: Server has been powered down

Surplus 3 business days Transfer of Assets 1 business day

Aperture DCFMS Update 2 business days

3) Storage

Assumption: Storage has been delivered from warehouse or been identified from available server pool.

Identify location and power requirements 4 business days

Install 10 business days Assumption: Power and space is available

Move within facility 10 business days Assumption: Power and space is available

Relocate 10 business days Assumption: Power and space is available

De-Install 10 business days Assumption: Device is powered down

Surplus 3 business days Transfer of Assets 1 business day

Aperture DCFMS Update 2 business days

IT Facilities Operations Performance Metrics / Service Level

Activities Service Commitment Comments/Assumptions

4) Storage Parts

Install 5 business days Assumption: Power and space is available

Move within facility 5 business days Assumption: Power and space is available

Relocate 5 business days Assumption: Power and space is available

De-Install 5 business days Assumption: Device is powered down

Surplus 3 business days Transfer of Assets 1 business day

Aperture DCFMS Update 2 business days

5) Network Switch

Install 5 business days Assumption: Power and space is available

Move within facility 5 business days Assumption: Power and space is available

Relocate 5 business days Assumption: Power and space is available

De-Install 5 business days Assumption: Device is powered down

Surplus 3 business days Aperture DCFMS Update 1 business day

Transfer of Assets 2 business days

6) IP/KVM

Install 3 business days Move within facility 3 business days

Relocate 3 business days De-Install 3 business days

Surplus 3 business days Transfer of Assets 1 business day

Aperture DCFMS Update 2 business days

7) Miscellaneous

Install 5 business days Assumption: Power and space is available

Move within facility 5 business days Assumption: Power and space is available

Relocate 5 business days Assumption: Power and space is available

De-Install 5 business days Assumption: Device is powered down

Surplus 3 business days Transfer of Assets 1 business day

Aperture DCFMS Update 2 business days

ITSS‐02 Facilities Management SOW Page 7

DOC52PAPT1300018 ATTACHMENT “5”

11. EVALUATION FACTORS

The following factors, listed in descending order of importance, will be used to evaluate Contractors:

11.1. Factor 1 – Qualifications of Personnel: The USPTO will evaluate the Offeror’s ability to manage and provide the level and quality of resources to perform all requirements identified in the SOW. Resumes will be evaluated based on experience performing similar services and using the technology (or comparable technologies) defined in the SOW.

11.2. Factor 2 – Price: The proposed price will be evaluated for reasonableness and value to the government.

ITSS‐02 Facilities Management SOW Page 8

ITSS – 01 - SSB SOFTWARE SUPPORT

ITSS - 02 - FACILITIES MANAGEMENT SUPPORT

ITSS – 03 - HARDWARE/SOFTWARE MAINTENANCE

CONSOLIDATION/SERVER UPGRADES AND

PERIPHERALS

ITSS – 04 - OS OPERATIONS

SOLICITATION NO.

ITSS‐03 HW/SW Maintenance SOW Page 1

ITSS - 03

Office of the Chief Information Officer ITSS Task Order SOW

COTR Task Title Task Manager

TBA

Hardware/Software Maintenance Consolidation/Server Upgrades and

Peripherals

(ITSS-03)

TBA

1. BACKGROUND

The United States Patent and Trademark Office (USPTO) uses a variety of contracts and purchase orders to provide hardware maintenance and support on an entire spectrum of devices.

This includes, but is not limited to, enterprise servers, tape libraries, scanners, non-desktop printers, IT servers, switches, routers, hubs, etc. This task is to cover the items below as well as any other miscellaneous items.

2. STATEMENT OF WORK

The USPTO operates a Production Data Center (IT Facility EAST), a development environment (IT Facility West), both in Alexandria, VA, a facility in Boyers, PA, and the Randolph Square facility in Shirlington, VA.

2.1. The combined facilities house the following types and number of servers. Note: Full server frames are highlighted in yellow.

Year Server Number 1999 HP LP (Coop) 1

2000 HP L2000 6

2000 HP LC 2

2000 HP LH 9

2000 HP N4000 2

2002 HP RP2x 5 2002 HP RP5x 20

2002 HP RP7* 5

2002 HP RP8* 7

2002 HP Superdome 4

2002 PE 2600 16

2002 PE 2650 35

ITSS‐03 HW/SW Maintenance SOW Page 2

DOC52PAPT1300018 ATTACHMENT “5”

Year Server Number

2002 PE 4600 7

2002 PE 6650 8

2003 IBM LPAR 93

2003 IBM P Series 11 2003 IBM X Series 6 2003 PE 650 (Rochester) 1

2004 PE 1750 18

2004 PE 2850 64

2005 HP DL 385 4

2005 IBM HS21 134

2005 PE 1850 11

2005 PE 6850 8

2006 IBM 8837 3

2006 PE 1950 34

2006 PE 2950 174

2007 PE 2970 34

2008 IBM X 3550 1

2008 PE R900 6

2008 PE R905 91

2009 PE R805 17

2010 PE R710 186

2010 PE R910 222

2011 PE R810 40

2012 PE R720 68

2.2. The following list contains some of the upgrades and changes required for operations:

2.2.1. Install fiber channel or SCSI cards to connect servers to EMC storage or other storage peripherals

2.2.2. De-install cards from one server and re-install the cards in another server to support the migration of an AIS from one server to another

Manager

2.3. Most hardware upgrade and maintenance tasks in the IT Facility West can be scheduled during the regular Principal Period of Maintenance (PPM). Service Level Agreement details are provided in Section 10 of this document.

2.4. Installations and upgrades for IT Facility EAST servers must be performed during scheduled maintenance periods outside of production hours (midnight to 5:30 A.M.

ITSS‐03 HW/SW Maintenance SOW Page 3

DOC52PAPT1300018 ATTACHMENT “5”

Monday – Friday; or 10:00 P.M – 5:30 A.M. on weekends and holidays). Service Level Agreement details are provided in Section 10 of this document.

2.5. Software support includes: all license fees and upgrades for all System software from all vendors, including HP, IBM, Microsoft and RedHat. The Contractor shall perform the following activities:

USPTO direction

2.5.5. Track software warranty expirations for all servers to ensure that system software support is continuous and to avoid “return to support fees”

2.5.6. Secure and maintain 8 Assistance/Media Handles for direct, unlimited 24/7

USPTO calls to HP Support Desk, as follows:

2.5.7. Direct HP to ship all software and manuals related to the handles above directly to

USPTO.

2.5.7.1. For the following handles: USPTO/ASSISTANCE and Updates 1-5, ship media and manuals to:

Ken Ogden (OS Administration and Engineering) U. S. Patent & Trademark Office 600 Dulany Street Madison East, Room 3D19 Alexandria, VA 22313

2.5.7.2. For the following handles: Updates 6/ASSISTANCE AND Updates 7 – ship media and manuals to:

Lynn Black U. S. Patent & Trademark Office 600 Dulany Street Madison West, Room 5B07 Alexandria, VA 22313

ITSS‐03 HW/SW Maintenance SOW Page 4

DOC52PAPT1300018 ATTACHMENT “5”

2.5.8. Obtain renewal quotes from all vendors, for software maintenance, updates and assistance handles(where applicable) to ensure that renewals are completed timely; forward quotes to the USPTO for approval; and designate the USPTO as licensee for all licenses, updates, and support purchased from RedHat, IBM, Microsoft, HP and any other necessary vendor.

2.6. The Contractor shall provide support for PPM. PPM is defined as follows: between 8:00AM and 5:00 PM, Monday through Friday (excluding Thanksgiving, Christmas, and New Year’s). The Contractor shall also provide Outside Principal Period of Maintenance (OPPM) support for only those devices listed above or on a Time and Material basis.

OPPM is defined as follows: between 5:01PM and 7:59AM Monday through Friday; and 5:01PM Friday through 7:59 AM Monday; and holidays (excluding Thanksgiving, Christmas, and New Year’s, when USPTO is closed).

2.7. The Contractor will adhere to all USPTO rules and guidelines concerning asset management as well as any IT Facility Operations specific rules regarding the handling of assets.

2.8. The Contractor shall install hardware components as directed by the USPTO Task Manager. Installation schedules shall be coordinated with the installation POC.

2.9. The Contractor shall perform the appropriate tests to ensure all installed hardware is functioning correctly.

2.10. The Contractor shall provide USPTO the ability to purchase selected hardware components, to be utilized in hardware upgrades/installations (i.e. HBA’s disk drives, memory upgrades, etc.).

3. CONTINUITY OF OPERATIONS PLAN AND REMOTE SUPPORT:

In the event of an emergency situation, USPTO may invoke the Continuity of Operations Plan (COOP) and/or Remote Support. Invoking telework on a limited basis for contractors may be considered during emergency situations – if the event prevents contractor staff from commuting to or entering the contract/task order specified Place of Performance.

Assigned telework will be considered, to the degree required by an emergency, as defined in the base contract; and/or under limited circumstances, as determined by the Contracting Officer, COTR and the Task Order Manager. However, in no event shall telework interfere with the performance of work requirements. The USPTO, in its sole discretion, has the right to prohibit telework, should it be found to be interfering with responsibilities under the contract and associated Task Orders.

In addition, should a COOP or DRP be implemented, the contractor shall provide support as identified in the base contract and the negotiated agreement; and in close coordination with the

ITSS‐03 HW/SW Maintenance SOW Page 5

Task Order Manager, COTR and Contracting Officer. The Contractor may be required to travel to USPTO designated remote sites, work after hours, weekends and holidays; and incur ODCs in support of the COOP/DRP effort.

4. GOVERNMENT FURNISHED MATERIAL

The government shall provide access to the EAMS and Position Units, as necessary, to perform the work. The Government shall furnish hardware components to be installed and all pertinent documentation.

5. LEVEL OF EFFORT

The Government, reserves the right to de-scope this task order at any time. The Government will notify the Contractor at least ten (10) working days prior to termination of the task order.

No work outside the scope of this Task Order will be performed without the written direction of the Contracting Officer.

6. PERIOD OF PERFORMANCE

Due to current Maintenance Contracts being in place – the period of performance for this task is:

Period of Performance: October 1, 2013 – Sept 30, 2014

7. PLACE OF PERFORMANCE

Work will be performed in throughout the Carlyle Campus and various buildings occupied by the USPTO in Alexandria, VA. In addition, work will be performed in Boyers, PA and Shirlington, VA, and new locations as required.

Work will be performed in Crystal City, VA; Carlyle Campus, Alexandria, VA; and in Contractor leased facilities in Crystal City, VA; Merrifield, VA; and Boyers, PA. Work shall be performed throughout the various buildings occupied by the USPTO in Alexandria, VA;

Franconia/Springfield, VA; and Newington, VA and in the Contractor-leased facilities in Alexandria, VA.

8. GOVERNMENT METRICS

None

9. SCHEDULE OF DELIVERABLES

All deliverables shall be delivered electronically to the EAMS Management Team mailbox.

Deliverable Due Date Delivered To

Kick-off Meeting No later than five (5) business days after award

To occur at USPTO Alexandria

ITSS‐03 HW/SW Maintenance SOW Page 6

EAMS Report 1st business day of each Month Task Order Manager & COTR

10. SERVICE LEVEL AGREEMENTS

The following tables show Service Level Agreements for All Equipment located in IT East, IT West, Boyers, and Randolph Square.

IT East HW/SW Maintenance SLAs Support Timeframe

(Call Response)Manufacturer Response Time to Repair

Promark HW

8:00 AM - 5:00 PM

Monday - Friday 1 Hour

Xerox HW

8:00 AM - 5:00 PM

Monday - Friday 1 Hour

Xerox 4635 24 Hours a Day Monday - Friday

4 Hours

Dell HW

8:00 AM - 5:00 PM

Monday - Friday Next Business Day

HP HW

8:00 AM - 5:00 PM

Monday - Friday Next Business Day

HP HW 7400 & 8400 series servers

24X7 6 hour call to repair

HP Superdomes 24 X 7 1 Hour

HP SW - Openview 24 X 7 1 Hour

Kodak

8:00 AM - 5:00 PM

Monday - Friday 4 Hour

IBM HW

8:00 AM - 5:00 PM

Monday - Friday Next Business Day

IBM P-Series 24 X 7 4 Hour

IBM SW 24 X 7 4 Hour

EMC SW 24 X 7 2 Hour

EMC HW 24 X 7 2 Hour

Nortel/Avaya 24 X 7 4 Hour

Cisco

8:00 AM - 5:00 PM

Monday - Friday Various

NetApps

8:00 AM - 5:00 PM

Monday - Friday Next Business Day

Cybernetics

8:00 AM - 5:00 PM

Monday - Friday Return to Factory

Netgear Replaceable, No Maintenance Required

System Support 24 x 7 (Software) Next Business Day

ITSS‐03 HW/SW Maintenance SOW Page 7

DOC52PAPT1300018 ATTACHMENT “5”

Manufacturer Bridgewave Canon

Juniper

Bluecoat

Network General

CCEX

Manufacturer

IBM P-Series

All Other Assets

Manufacturer

All Assets

Manufacturer IBM Infoprinters

All Assets

IT East HW/SW Maintenance SLAs Support Timeframe

(Call Response) Response Time to Repair (Hardware)

8:00 AM - 5:00 PM

Monday - Friday

Next Business Day

24 x 7 for SW Next Business Day for HW

8:00 AM - 5:00 PM

Monday - Friday

Next Business Day

8:00 AM - 5:00 PM

Monday - Friday

4 Hour

IT West HW/SW Maintenance SLAs Support Timeframe Response Time

Time & Materials Best Effort

Time & Materials Best Effort

Boyers HW/SW Maintenance SLAs Support Timeframe Response Time

8:00 AM - 5:00 PM

Monday - Friday Next Business Day

RSQ HW/SW Maintenance SLAs Support Timeframe Response Time

24 x 7 4 hour

8:00 AM - 5:00 PM

Monday - Friday Next Business Day

11. EVALUATION FACTORS

The following factors, listed in descending order of importance, will be used to evaluate Contractors:

11.1. Factor 1 – Qualifications of Personnel: The USPTO will evaluate the Offeror’s ability to manage and provide the level and quality of resources to perform all requirements identified in the SOW. Resumes will be evaluated based on experience performing similar services and using the technology (or comparable technologies) defined in the SOW.

11.2. Factor 2 – Price: The proposed price will be evaluated for reasonableness and value to the government.

ITSS‐03 HW/SW Maintenance SOW Page 8

ITSS‐03 HW/SW Maintenance SOW Page 9

ITSS – 01 - SSB SOFTWARE SUPPORT

ITSS - 02 - FACILITIES MANAGEMENT SUPPORT

ITSS – 03 - HARDWARE/SOFTWARE MAINTENANCE

CONSOLIDATION/SERVER UPGRADES AND

PERIPHERALS

ITSS – 04 - OS OPERATIONS

SOLICITATION NO.

ITSS–04 OS Operations SOW Page 1

DOC52PAPT1300018 ATTACHMENT “5”

ITSS - 04NFONOLOGY

Office of the Chief Information Officer ITSS Task Order SOW

COTR Task Title Task Manager

TBA

OS Operations

(ITSS-04) TBA

1. BACKGROUND

The mission of the USPTO Office of the Chief Information Officer (OCIO) is to provide high quality, flexible and cost effective Information Technology products and services that enable their customers to achieve their missions. The OS Operations Section (OSOS) is responsible for providing support for all servers maintained within the production Data Center, IT Facilities West, Boyers, PA facility and any other designated site.

The OSOS provides support to the Service Desk, Command Center, network administrators, and application programmers by maintaining UNIX, Linux, AIX and Windows based operating systems, as well as, multiple types of virtualization. This involves ongoing activity in the areas of installing, configuring, automated monitoring, maintenance/upgrade, troubleshooting, and the general administration of all system level software. Additional responsibilities include server-level TCP/IP configuration, hardware configuration upgrades, and hardware repair support. Operating system support more specifically involves the maintenance/upgrades of products from Microsoft, HP, IBM, Dell, Red Hat, BMC, and VERITAS, among other vendors. Support Services are provided for backup processing and data recovery for both production and development computer facilities.

2. STATEMENT OF WORK

2.1. GENERAL REQUIREMENTS

2.1.1. The Contractor shall provide technical services to maintain all production and development IT environments for USPTO, for all servers in the Alexandria…