Draft PWS _ Microsoft Unified Support.pdf

Performance Work Statement (PWS) Microsoft Unified Support

Defense Counterintelligence and Security Agency (DCSA) dated 10 May 2024

1. General. This is a non-personal services contract to provide Microsoft (MS) Unified Support. The

Government shall not exercise direct supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

2. Description of Services. The purpose of this PWS is to provide DCSA with fully integrated and comprehensive support for all Microsoft products and equipment supporting the DCSA networks and its mission. The contractor shall provide reliable automated information systems services and support to DCSA according to the tasks listed below in para 6. The contractor shall provide Unified Support Services and Designated Support Engineering in Platform Technologies, Systems Management Technologies, Messaging technologies and Problem Resolution.

3. Objectives. This support is required to allow DCSA to resolve mission critical technical support issues that require contractor expertise in a timely manner. Without this agreement in place, DCSA will not be in a position to implement and troubleshoot new technologies with immediate access to valuable contractor resource support. This could impact current mission support as well as future initiatives that require quick response.

4. Scope. The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, and supervision, necessary to perform Information Technology (IT) Support Services as defined in this PWS. This support includes locally developed applications and Distribution Standard System. The contractor shall provide support to maintain and enhance the existing network, ensure availability of mission applications and troubleshoot and resolve problems with all IT equipment.

5. Period of Performance. The Period of Performance is a 1-year base period, with one (1) 1-year option.

Base Year: September 28, 2024 through September 27, 2025 Option Period 1: September 28, 2025 through September 27, 2026

6. Performance Requirements.

6.1 Task 1 – Microsoft Unified Support. The Contractor shall provide “blue-badge” Unified services as required to DCSA. Unified Support is a “blue-badge” technical support service with direct access rights to developers of Microsoft proprietary products. Unified Support is a support service that minimizes and quickly resolves issues and provides DCSA access to developers and engineers for DCSA to keep applications and systems running smoothly.

The Contractor shall provide technical support by leveraging a variety of proprietary resources, such as tools and knowledge bases, problem resolution assistance from product developers who have access to source code. The Contractor shall provide problem resolution efficiently and expediently with Microsoft products as part of solution development and architectural planning. The Contractor shall provide timely support to DCSA by delivering problem and break-fix resolutions.

The Contractor shall also provide technical support, problem resolution, workshops, strategic guidance and assistance to DCSA with technical issues pertaining to developing intranet/internet strategies, prototyping, implementation and deployment of solutions spanning across infrastructure and application areas. The Contractor shall provide Unified Support designed to help DCSA maximize its investments in Microsoft products, reduce risk, accelerate deployment, and optimize solutions to meet DCSA’s requirements.

6.1.1 Subtask 1 – Unified Support Services Performance Base Package. The Contractor shall provide a combination of Service Delivery Management, Proactive and Reactive as-needed Services that support Microsoft products and Online Services in use within DCSA’s organization including Support Technology Advisor (STA).

DCSA Organization Enablement. The Contractor shall provide guidance and information to

DCSA’S named Support Service Administrator about how to manage utilization of your Unified Support services and prepare DCSA to use Unified Support digital and reactive services.

Microsoft Product, Service and Security Updates Guidance: The Contractor shall share Information with DCSA about important upcoming product and service features and changes, as well as security bulletins for Microsoft products.

Program Development and Management: The Contractor shall plan, propose, and manage DCSA support program’s services, across the DCSA organization to help DCSA realize greater value from DCSA investments in Microsoft products and services. The Contractor shall recommend a variety of services intended to help DCSA achieve key business and technology outcomes, making use of the capabilities and additional services DCSA may purchase.

Unified Support Onboarding: The Contractor shall support DCSA initiation into Unified Support, including the introduction and promotion of self-service capabilities in the online support portal, with a goal of ensuring timely utilization of DCSA’s Unified Support services.

Cloud Success Program: The Contractor shall plan and deliver services to help DCSA achieve specific cloud outcomes, empowering DCSA to accelerate the implementation, adoption and realized value of Microsoft cloud products.

Executive Relationship Management: The Contractor shall provide Microsoft support services that align with DCSA’s organization’s strategic priorities and engaged with key business and technology decision makers.

Support Technology Advisor (STA): The contractor shall provide a customized service for technology assessment supporting DCSA business goals including, but not limited to, workload optimization, and adoption or supportability. This service includes planning and technical guidance tailored to DCSA’s environment and business goals.

On-demand Assessment: The Contractor shall provide access to a self-service, online automated assessment platform that uses log analyses to analyze and assess DCSA’s Microsoft product implementation and On-demand Assessments cover limited technologies. The use of this assessment service requires an active service with adequate data limits to enable use of the on-demand assessment service. The Contractor shall provide assistance to enable initial setup of this on-demand assessment service. In conjunction with the On-demand Assessment, the Contractor shall provide an onsite resource or remote resource to assist with analyzing the data and prioritizing remediation recommendations per DCSA services agreement. Onsite assessments may not be available in all geographies.

Offline Assessment: The Contractor shall provide an automated assessment of DCSA’s Microsoft product implementation with data collected remotely at DCSA’s location. The data gathered is analyzed by the Contractor using on-premises tools, and the Contractor shall provide DCSA with a report of our findings and remediation recommendations.

On-demand Education: The Contractor shall provide access to a collection of online training materials and online labs from a workshop library digital platform.

Webcasts: The Contractor shall provide access to live Microsoft-hosted educational sessions, available on a wide selection of support and Microsoft product topics, delivered remotely online.

Advisory Support: The Contractor shall provide phone-based support on short-term (limited to six hours or less) and unplanned issues for IT Professionals. Advisory Support shall include advice, guidance, and knowledge transfer intended to help DCSA deploy and implement Microsoft products in ways that avoid common support issues and that can decrease the likelihood of system outages. Architecture, solution development and customization scenarios are outside of the scope of these Advisory Services.

Problem Resolution Support: The Contractor shall provide assistance for problems with specific symptoms encountered while using Microsoft products, including troubleshooting a specific problem, error message or functionality that is not working as intended for Microsoft products.

Incidents may be initiated either by phone or submitted via the web. Support requests for services and products, not covered by the applicable online service support portal, are managed from the online portal.

Escalation Management: The Contractor shall provide escalation oversight of support incidents to drive timely resolution and a high quality of support delivery. For critical business impact severity incidents, an enhanced escalation process is initiated and automatically executed. The Contractor responsible for ensuring continued technical progress by providing you with status updates and an action plan.

Extended Hotfix Support: The Contractor shall provide extended Hotfix Support for DCSA to request non-security hotfixes for select Microsoft products:

o Extended Hotfix Support availability is limited to the following products/product families:

o Applications: Office o Dynamics: AX, CRM o Server: Exchange Server, SQL Server, System Center (excluding Configuration

Manager), Windows Server o Systems: Windows client, Windows Embedded operating systems

6.1.2 Subtask 2 - Customer Success Account Manager (CSAM). The Contractor shall provide a cleared CSAM to help DCSA build and maintain relationships with DCSA management and service delivery staff as well as to oversee escalation management and managing the elements of DCSA’s support offering to meet DCSA’s business requirements.

Service Delivery Management: The Contractor shall provide to assess DCSA’s current state of IT, building a plan to address improvement points and working with DCSA in furtherance of attaining the desired state of DCSA’s IT operations. The Contractor shall incorporate monitoring and managing the quality and timeliness of other Unified Support. The Contractor shall serve as the consolidation point for DCSA feedback regarding the Services to other Microsoft groups. The contractor shall provide the following services:

o Management Planning and Resource Facilitation: The Contractor shall conduct Orientation and planning sessions with DCSA management and staff. The purpose of these meetings is to discuss the support services available, gather input regarding DCSA needs in planning use of the support services.

o Status Meetings and Reporting: The Contractor shall provide a standard status report on a regular basis, to summarize the services delivered during the previous reporting period.

Status meetings shall be conducted to discuss support service activities, monitor DCSA satisfaction levels, and discuss actions or adjustments that may be required.

o Escalation Management: The Contractor shall provide support that require escalation to other resources within the Contractor organization and expedites resolution. The Contractor provides a direct relationship, unique to each issue, with the software contractor technical and development groups not available through other means.

6.1.3 Subtask 3 - Designated Support Responsive Services and Engineering. The Contractor shall provide Designated Support Engineering (DSE) support to manage DCSA problem requests that are submitted to the Designated Support Team. The Contractor shall provide technical support in their specified product line. The Contractor shall be available during normal business hours, 8 am – 5 pm Monday through Friday, to provide support when escalations or planned deployments occur.

The Contractor shall provide the following focus areas:

Problem Prevention and Resolution services designed to:

o Guide DCSA in development and implement strategies for providing proactive support to help prevent future incidents and increase availability of DCSA’s covered Microsoft products; and o Guide in determining the root cause of recurring incidents and provide recommendations to prevent further disruptions in the designated Microsoft products.

Technical and Business Focus support services designed to guide DCSA to:

o Maintain deep knowledge of DCSA’s current and future business requirements and configuration of DCSA’s IT environment.

o Proactively document recommendations of the use of support related deliverables, e.g.

supportability reviews, health checks, workshops, risk assessment programs, etc.

o Make DCSA’s deployment and operation activities consistent with DCSA’s planned and current implementations of Microsoft products.

o Enhance DCSA’s support staffs’ technical and operational skills; and o Guide in the creation and maintenance of DCSA-specific documentation to support DCSA’s environment configuration, disaster recovery, network topology, etc., for the designated Microsoft products.

Team Deliveries for Cloud: The contractor shall provide a team of experts focused on DCSA’s needs and creating solutions mapped to DCSA’s environment. The contractor shall deliver services such as, but not limited to, performance reviews and assessments focused on delivery actionable outcomes. A balance of services focused on education, optimization, assessment, and monitoring, that address DCSA’s desired outcome.

7. Deliverables.

Monthly Status Report- Shall include, at a minimum, a summary of CSAM/DSE activity including outcomes of meetings, action items responsible for, and status updates; the number of support requests (for reporting period and current contract period of performance) broken out by product; mean time (in days) to support request resolution (for reporting period and current contract period of performance) broken out by product; and CSAM and DSE hours utilized (for reporting period and total for current period of performance)

Incident/Hotfix Report- Shall include, at a minimum, for each request the request ID#; title of request; state (open/closed; initial, current, and maximum severity level; product family and product; request owner (DCSA); and date request was created, updated, and closed.

8. Place of Performance. The work will primarily be performed off-site. Travel in and around the primary place of performance may be required throughout the period of performance. No travel cost will be associated with this effort.

9. Delivery Schedule.

PWS

Task#

Deliverable Title

Format Due Date Distribution/Copies Frequency and Remarks

7.1.1- 7.1.3

Monthly Status Report.

Microsoft Word/Excel

NLT 10th of the month

Email to COR Monthly Meeting

Monthly, or intermediat e as required with 3 business days’ notice

7.1.1- 7.1.3

Microsoft Unified Support Incident/Hot fix Report

Microsoft Word/Excel.

As changes occur.

Email to COR Monthly Meeting

Due as changes occur.

* Standard Distribution: 1 copy of the transmittal letter without the deliverable to the KO; 1 copy of the transmittal letter with the deliverable to the Primary COR.

10. Security. The contractor shall coordinate with the responsible DCSA/OCIO staff prior to any visit.

The visiting contractor shall be escorted at all times by the responsible DCSA/OCIO staff.

11. Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI). N/A

12. Other Pertinent Information or Special Considerations.

a. Identification of Possible Follow-on Work. N/A

b. Identification of Potential Conflicts of Interest (COI). N/A

c. Identification of Non-Disclosure Requirements. N/A

d. Packaging, Packing and Shipping Instructions. N/A

e. Inspection and Acceptance Criteria. N/A

f. Property Accountability. N/A

13. Section 508 Accessibility Standards. The following Section 508 Accessibility Standard(s)

(Technical Standards and Functional Performance Criteria) are applicable (if box is checked) to this acquisition.

Technical Standards

1194.21 - Software Applications and Operating Systems

1194.22 - Web Based Intranet and Internet Information and Applications

1194.23 - Telecommunications Products

1194.24 - Video and Multimedia Products

1194.25 - Self-Contained, Closed Products

1194.26 - Desktop and Portable Computers

1194.41 - Information, Documentation and Support

The Technical Standards above facilitate the assurance that the maximum technical standards are provided to the Offerors. Functional Performance Criteria is the minimally acceptable standards to ensure Section 508 compliance. This block is checked to ensure that the minimally acceptable electronic and information technology (E&IT) products are proposed.

Functional Performance Criteria

1194.31 - Functional Performance Criteria