DRAFT NetApp Server Appliance MX Support PWS.pdf

PERFORMANCE WORK STATEMENT

FOR

NetApp Server Appliance Maintenance Support for Grand Forks AFB

1. DESCRIPTION OF SERVICES / GENERAL INFORMATION. This is a support contract to provide 24-hour phone support with a 4-hour maximum response window.

Additionally, this support contract will provide replacement equipment and an on-site technician to install equipment at no extra cost. This support contract covers all NetApp FAS2240 equipment located in building 542 on Grand Forks AFB. This equipment is controlled by the 319 AMXS.

1.1. DESCRIPTION OF SERVICES. The Contractor shall be available, 24 hours a day, 7 days a week, to provide technical support for all NetApp equipment at the 319 AMXS, Grand Forks AFB. The Contractor will provide service via telephone, e-mail, chat, or any viable method of communication deemed viable by the contractor. This will entail consultation, troubleshooting assistance, faulty component/part replacement or repair, onsite contract support, and general support that will assist in ensuring our NetApp environment remains fully mission capable. Additionally, the Contractor will ensure a technician responds to any issue reported within 4 hours.

1.2. HOLIDAYS OBSERVED. None.

1.3. SECURITY REQUIREMENTS. Any on-site technicians provided by the Contractor must have a valid Secret security clearance.

1.4. PERFORMANCE OF SERVICES DURING CRISIS DECLARED BY THE

NATIONAL COMMAND AUTHORITY OR OVERSEAS COMBATANT

COMMANDER. Contractor will need to continue to provide all services listed above.

1.5. RECORDS MANAGEMENT. The Contractor shall manage all data created for Government use or legally controlled by the Government, in support of the functional activity or required by AF publication, IAW with the AF records management procedures in Air Force Instruction (AFI) 33 - 322, Records Management Program, paragraph 10, Air Force Manual (AFMAN) 37-123,paragraph 7.4, Air Force Manual (AFMAN) 37-138, paragraph 2.13, and the Air Force Records Disposition Schedule (AF RDS) located at https://afrims.amc.af.mil/rds_series.cfm or http://www.amc.af.mil/shared/media/document/AFD-060803-003.pdf “

1.6. CYBER SECURITY. The Contractor will abide by the RQ-4 Global Hawk Security Classification Guide. Additionally, the Contractor will provide the following information to the 319 AMXS, or parent organizations, when replacing, installing, or changing equipment.

1.6.1 HARDWARE DETAILS. Hardware details and documentation to include, but not limited to, MAC address, IP address, make, model, and serial number.

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1.6.2. SOFTWARE DETAILS. List of all software included on devices to include full version numbers. All software must have a valid Certificate to Field memo.

1.6.3. POWER PROCEDURES. Power off/on procedures must be provided if replacement hardware make and/or model differs from previous hardware.

1.6.4. TAA COMPLIANCE. All new hardware must be TAA compliant, and Contractor must provide proof of purchase to the Government upon request. Proof of purchase must include name of vendor and list all hardware, relevant to service, that was purchased from that vendor.

1.6.5 DoD 8570/8140 COMPLIANCE. On-site technicians must also have an DoD 8570 or 8140 approved certification. Approved certifications can be found at:

https://public.cyber.mil/wid/cwmp/dod-approved-8570-baseline-certifications/

2. SERVICE SUMMARY.

Performance Objective PWS Paragraph Performance Threshold

1. Technical Support within 4 Hours 1.1 Contractor shall not have any more than three deficiencies per quarter.

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