Attch_15_GDSS_TO_Appendix.pdf

COM-F III FA445218R0037

Initial GDSS TASK ORDER

APPENDIX

ATTACHMENT 15

Global Decision Support System (GDSS)

GDSS is a United States Transportation Command (USTRANSCOM)-funded, Mission Assurance Category (MAC) level one, National Security System (NSS) system. It is the Mobility Air Forces (MAF) premiere C2 system within USTRANSCOM's Defense Transportation System (DTS) providing world-wide, near real-time data to combatant commanders throughout the full spectrum of military operations. As the MAF's principal C2 system, GDSS is the execution authority for mission management, providing robust capabilities in a net-centric environment, and allowing access and information sharing across unclassified and classified domains using continuous multi-master replicated databases. GDSS interoperates with Air Force, Army, and Joint C2 systems, and interfaces with other key DoD, USTRANSCOM, Joint and AMC C2 and transportation management systems while utilizing the USTRANSCOM Distributed Enclave architecture. GDSS is an extension of the USTRANSCOM network providing a full computing infrastructure to include network, servers, security and storage. Replication is provided using four near real-time replicated unclassified and classified C2 enclaves for redundancy and performance. Currently, there are over 20,000 active user accounts from 261 major sites world-wide. GDSS user demographics include aircrew, airfield managers, C2 controllers, flight managers, intelligence, maintenance, mission planners, stage managers, transportation managers, and weather. GDSS directly draws and/or pushes data to the following systems: Advanced Computer Flight Planning System, Virtual Threat Assessor, Single Mobility System, Table Managed Distribution System, AF Aircraft Maintenance System-GO81, Aviation Resource Management System, 618 TACC Data and Web Services, Weather Data Analysis system, Air National Guard, Cargo Movement Operations System, DEAMS Consolidated Billing System, 15/17 Operational Weather Squadron, and Global Combat Support System; and also interfaces with 18 additional systems through the Mobility Enterprise Information System (MEIS v3). Aviation Operational Risk Management (AvORM) is an application as part of GDSS. The AvORM system provides integration of manual and automated analysis applications for AMC mission planning and execution, command and control (C2) systems. The AvORM analysis system includes human factors such as planning and scheduling tools to optimize aircrew utilization and enhance AMC military aviation operations.

Task specific 24/7/365 required support hours for the GDSS Task Order for 2.2.1 Help Desk, 2.2.2

System Administration (SA), 2.2.3 Network Administration (NA), and 2.2.4 Database Administration (DBA):

Services Monday – Friday Saturday, Sunday, and

Holidays

- GDSS 0001-2400 0001-2400

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Appendix 1 – GDSS System Availability Thresholds

System availability is defined as the total time the system as a whole is available to users. The “whole” system includes both system availability and data availability. Some systems have redundancy and users can be redirected to other nodes or enclaves in the event a node or enclave goes down. In this case, the amount of time required to transition users from the affected system to the redundant system will count against the allowable downtime for the affected system each month. Data availability covers three areas: replication, information services (for systems utilizing these capabilities) and interfaces. Replication is a measure of data latency. Information services and interfaces are measures of data availability which directly impact the whole system for the user.

System % Availability % Goal

GDSS 99.99% 100%

Services Matrix

This Service Matrix identifies the tasks under the COM-F III IDIQ for the GDSS Task Order.

COM-F III Task Order Requirements G

D

SS

2.1 PROGRAM MANGEMENT

2.1.1. Technical and Functional Support X

2.1.2 Contract and Task Support Meetings X

2.1.3 Client Support Administrator (CSA)/Functional System

Administrator (FSA)/Work-Center Environment Administration Support (EAS)

X

2.1.4 Asset Management X

2.1.5 Metrics and Reporting X

2.2 OPERATION AND MAINTENANCE SUPPORT SERVICES

2.2.1 Help Desk X

2.2.1.1 Respond to requests for technical assistance X

2.2.1.2 Follow Help Desk procedures X

2.2.1.3 Update the Automated Call Distributing System (AMS) call routing menu X

2.2.1.4 Create, change, and delete user accounts per request X

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2.2.1.5 Validate/authenticate user accounts when required NOTAM or AMC/A6 guidance X

2.2.1.6 Advise user on appropriate action X

2.2.1.7 Research questions using available information resources X

2.2.1.8 Validate/authenticate user accounts annually X

2.2.1.9 Stay current with system information, changes and updates X

2.2.1.10 Administer, maintain, and modernize automated tools

required to sustain Help Desk operations X

2.2.1.11 Monitor Systems’ operations and respond to faults, alarms, abnormalities, or potential issues X

2.2.1.12 Diagnose and resolve technical hardware and software issues X

2.2.1.13 Administer Help Desk software X

2.2.1.14 Redirect problems to appropriate resource X

2.2.1.15 Identify and escalate situations requiring urgent attention X

2.2.1.16 Track and monitor all customer support requests and

troubleshooting and resolution actions X

2.2.1.17 Ensure trouble tickets are documented in the TTTS and protected according to classification level X

2.2.1.18 Document and provide the current status of trouble tickets when requested by Government entities X

2.2.1.19 Track and route problems and requests and document

resolutions X

2.2.1.20 Prepare activity reports X

2.2.2 System Administration

2.2.2.1 Perform system monitoring X

2.2.2.2 Maintain configuration and awareness of virtual environment X

2.2.2.3 Maintain configuration and awareness of physical

environment X

2.2.2.4 Perform regular security event monitoring to identify possible intrusions X

2.2.2.5 Perform backup operations X

2.2.2.6 Perform regular file archival and purging X

2.2.2.7 Repair and recover from hardware or software failures X

2.2.2.8 Coordinate and communicate with system manager and

impacted constituencies for activities X

Lead troubleshooting teleconferences with users and Level 3 support to resolve open system issues as documented in the TTTS .

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2.2.2.9 2.2.2.10 Notify appropriate authorities when a trouble ticket becomes OR

X

2.2.2.11 Apply OS patches and upgrades; upgrade administrative tools and utilities; and apply TCNO, IAVM, and other downward directed security patches

X

2.2.2.12 Review scans following patch/upgrade application to ensure successful and open trouble tickets for any system security findings identified during the scan

X

2.2.2.13 Configure and add new services as necessary X

2.2.2.14 Upgrade and configure System software X

2.2.2.15 Conduct a pre-fielding review of software and hardware fielding documentation and identify any c Perform software and hardware fielding clarifications prior to starting a fielding activity in the TTTS

X

2.2.2.16 Perform software and hardware fielding X

2.2.2.17 Maintain operational, configuration, or other procedures and document in Contractor Maintained Procedures X

2.2.2.18 Monitor, maintain, and ensure currency of server

certificates X

2.2.2.19 Provide a monthly report of all server certificates, to include server name, certificate expiration date, and actions needed to obtain new certificates.

X

2.2.2.20 Provide performance reporting to support capacity planning X

2.2.2.21 Perform ongoing performance tuning, hardware upgrades, defragmenting of hard drives, and resource optimization X

2.2.2.22 Configure CPU, memory, virtual servers and images, and disk partitions X

2.2.2.23 Maintain the Systems environmental and monitoring

equipment X

2.2.2.24 Solve technical issues with web server, database server, applications server, virtual server, DNS, SMTP, appliances, utilities, or other System hardware and software

X

2.2.2.25 Propose software or hardware updates and other systems enhancements X

2.2.2.26 Troubleshoot and resolve systems service and OS-level issues X

2.2.2.27 Provide advanced troubleshooting skills and the ability to rapidly identify/restore issues X

2.2.2.28 Keep detailed records and update logs of work activities to support Metrics and Reporting and included in Monthly Status

Report

APPENDIX

2.2.2.29 Participate in the fault isolation, detection, and correction relative to the Systems at host sites and interfaces for both US or oversees locations

X

2.2.2.30 Log all user access requests in the TTTS X

2.2.2.31 Interpret System practices, diagrams, specifications, drawings, and service orders X

2.2.2.32 Prepare system inputs, analyze system outputs, and

maintain/repair various electronic systems X

2.2.2.33 Interpret System practices, diagrams, specifications, drawings, and service orders.

X

2.2.2.34 Prepare system inputs, analyze system outputs, and

maintain/repair various electronic systems.

X

2.2.2.35 Install, maintain, upgrade, modify, isolate and repair System servers, workstations, thin clients, peripherals and System software/hardware

X

2.2.2.36 Coordinate and implement software code upgrades X

2.2.2.37 Coordinate and implement installation of new equipment and products X

2.2.2.38 Coordinate maintenance actions and schedule System

outages X

2.2.2.39 Collate necessary information for creating requests for higher level technical support X

2.2.2.40 Ensure full data and system recovery to operational status upon completion of maintenance and/or recovery actions X

2.2.2.41 Execute after action notification procedures describing maintenance actions to the MAJCOM Communications Coordination

Center (MCCC) for ASI and OR events.

X

2.2.2.42 Monitor user load balance and adjust and direct users to alternate sites/enclaves as required X

2.2.2.43 Maintain clean servers, related equipment, and Systems areas X

2.2.2.44 Create and maintain scripts for task automation X

2.2.2.45 Assist in operational validation of application updates, enhancements and changes X

2.2.2.46 Track and monitor all customer support requests and

troubleshooting and resolution actions in the TTTS.

X

2.2.2.47 Ensure trouble tickets are documented in the TTTS and protected according to classification level.

X

2.2.2.48 Provide final trouble ticket close-out by identifying what the actual issue was and how it was it resolved in the TTTS.

2.2.2.49 Fully understand the procedures for moving each system X

APPENDIX

operations from one enclave to another enclave and practice the move regularly.

2.2.2.50 Support the modernization, technology insertion, performance analysis and turning, maintenance, testing, migration and integration of the Systems supported in this Contract into a

Common Computing Environment (CCE) and DoD or commercial cloud environment (such as IaaS and Amazon GovCloud).

X

2.2.3 Network Administration

2.2.3.1 Perform network monitoring X

2.2.3.2 Perform regular security event monitoring to identify possible intrusions X

2.2.3.3 Repair and recover from hardware or software failures X

2.2.3.4 Coordinate and communicate with system manager and

impacted constituencies for activities X

2.2.3.5 Lead troubleshooting teleconferences with users, Level 3 support, and Level 3 development to resolve open system issues as documented in the TTTS

X

2.2.3.6 Notify appropriate authorities when a trouble ticket becomes

OR

X

2.2.3.7 Review, install, verify and document all OS patches and upgrades; upgrade administrative tools and utilities; and apply

TCNO, Information Assurance Vulnerability Management (IAVM), and other downward directed security patches

X

2.2.3.8 Upgrade and configure network software X

2.2.3.9 Conduct a pre-fielding review of software and hardware fielding documentation and identify any clarifications prior to starting a fielding activity in the TTTS

2.2.3.10 Perform software and hardware fielding X

2.2.3.11 Maintain operational, configuration, or other procedures document them in Contractor Maintained Procedures X

2.2.3.12 Maintain a knowledge base of problems and solutions

including troubleshooting techniques, fix actions, and applicable procedures and document them in Contractor Maintained

Procedures

X

2.2.3.13 Monitor, maintain, and ensure currency of

network/application certificates X

2.2.3.14.Provide performance reporting to support capacity planning X

2.2.3.15 Perform ongoing performance tuning, hardware upgrades, and resource optimization X

2.2.3.16 Maintain the Network environmental and monitoring

equipment

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2.2.3.17 Solve technical issues with network equipment, appliances, utilities, or other Network hardware and software X

2.2.3.18 Propose software or hardware updates and other network enhancements X

2.2.3.19 Troubleshoot and resolve network service issues X

2.2.3.20 Provide advanced troubleshooting skills and the ability to rapidly identify/restore issues X

2.2.3.21 Provide rapid restoration of network anomalies including assistance with disaster recovery X

2.2.3.22 Identify, test, diagnose, and analyze troubles in the network X

2.2.3.23 Keep detailed records and update logs of work activities to support Metrics and Reporting and included in the Monthly Status

Report

X

2.2.3.24 Initiate, process, and track requests for firewall

configuration changes and firewall configuration waivers X

2.2.3.25 Troubleshoot end-to-end network connectivity issues

affecting the operations/performance X

2.2.3.26 Operate and maintain program specific VPNs, firewalls and other network appliances X

2.2.3.27 When end-to-end network connectivity and network access issues arise relative to the Systems at host sites, interfaces, or at other locations in the US or overseas, participate in the fault isolation, detection, and correction; coordinate repair efforts; and track status

X

2.2.3.28 Log all user network access requests in the TTTS X

2.2.3.29 Interpret network practices, diagrams, specifications, drawings, and service orders X

2.2.3.30 Prepare system inputs, analyze system outputs, and

maintain/repair various electronic systems X

2.2.3.31 Install, maintain, upgrade, modify, isolate and repair

Network devices, appliances, and System software/hardware X

2.2.3.32 Provide support for the management of the network and performance of duties related to the operation of the network, including change management and problem resolution

X

2.2.3.33 Coordinate and implement software code upgrades in

network equipment X

2.2.3.34 Coordinate and implement installation of new network equipment and products

2.2.3.35 Coordinate and implement the removal of network X

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equipment being displaced or replaced

2.2.3.36 Coordinate maintenance actions and schedule System

outages X

2.2.3.37 Collate necessary information for creating requests for higher level technical support X

2.2.3.38 Ensure full availability and security to operational status upon completion of maintenance and/or recovery actions X

2.2.3.39 Execute after action notification procedures describing maintenance actions to the MCCC for ASI and OR events X

2.2.3.40 Monitor user load balance and adjust and direct users to alternate sites/enclaves as required

X

2.2.3.41 Maintain clean network devices, appliances, and Systems areas X

2.2.3.42 Track and monitor all customer support requests and

troubleshooting and resolution actions in the TTTS X

2.2.3.43 Ensure trouble tickets are documented in the TTTS and protected according to classification level X

2.2.3.44 Provide final trouble ticket close-out by identifying what the actual issue was and how it was resolved in the TTTS X

2.2.3.45 Support the modernization, technology insertion, performance analysis and turning, maintenance, testing, migration and integration of the Systems supported in this Contract into a

Common Computing Environment (CCE) and DoD or commercial cloud environment (such as IaaS and Amazon GovCloud)

X

2.2.4 Database Administration

2.2.4.1 Troubleshoot and resolve database system malfunctions X

2.2.4.2 Upgrade databases X

2.2.4.3 Maintain all procedures associated with sustaining the production environment and document them in Contractor

Maintained Procedures

X

2.2.4.4 Maintain a knowledge base of problems and solutions

including troubleshooting techniques, fix actions, and applicable procedures and document them in Contractor Maintained

Procedures.

2.2.4.5 Ensure issues and outages are properly documented X

2.2.4.6 Analyze and sustain capacity and performance requirements X

2.2.4.7 Analyze, consolidate, and tune databases for optimal

efficiency X

2,2,4,8 Monitor systems and platforms for availability and database systems serviceability

APPENDIX

2.2.4.9 Back-up, cluster, mirror, replicate, and failover assigned databases X

2.2.4.10 Restore and recover corrupted databases X

2.2.4.11 Ensure database systems are configured to meet security directives X

2.2.4. 12 Build database servers; install, and configure database software X

2.2.4.13 Perform database dumps, table maintenance, re-indexing, and database replication maintenance X

2.2.4.14 Collate necessary information for creating servicer requests for higher level technical support in case of system failures and critical errors

X

2.2.4.15 Install patches for applicable database software X

2.2.4.16 Review, install, verify and document all OS patches and upgrades; upgrade administrative tools and utilities; and apply

TCNO, IAVM, and other downward directed security patches

X

2.2.4.17 Execute and monitor regular and ad hoc job execution in databases

X

2.2.4.18 Consult with software application developers on preparing

SQL queries and effective use of features and options of the applicable database software

X

2.2.4.19 Consult with engineers and application developers on existing and potential performance parameters, to include identifying and resolving performance issues

X

2.2.4.20 Resolve problems and meet user needs and system

operational and functional requirements X

2.2.4.21 Assist in operational validation of application updates, enhancements and changes X

2.2.4.22 Coordinate database activities (e.g. security, upgrading, populating, refreshing, repairing database systems, cataloging, access rights, etc.) for the purpose of ensuring data accuracy and availability

X

2.2.4.23 Monitor compliance with DoD and US Air Force database security and integrity X

2.2.4.24 Monitor compliance with PII protection standards and procedures IAW DoD Directive 5400-11, DoD personnel and DoD contractor Rules of Conduct are explained in Enclosure 2

X

2.2.4.25 Using a variety of database support processes, ensure the operation, stability and optimal performance of the production databases and the availability of stored data

APPENDIX

2.2.4.26 Monitor assigned applications and related systems for the purpose of reducing application downtime and ensuring that assigned applications are available when needed to meet system performance and availability parameters

X

2.2.4.27 Enforce database schemas, tables, procedures, and

permissions X

2.2.4.28 Set up data sharing and disk partitioning according to configuration X

2.2.4.29 Create and maintain scripts for task automation X

2.2.4.30 Update operationally required data imports from approved sources and data extracts required to support operational needs X

2.2.4.31 Create, delete, and modify database user and privileged user accounts and access privileges X

2.2.4.32 Conduct a pre-fielding review of software and hardware fielding documentation and identify any clarifications prior to starting a fielding activity in the TTTS

X

2.2.4.33 Perform software and hardware fielding IAW software

version document releasing instructions provided by AISS or the System developer

2.2.4.34 Lead system troubleshooting teleconferences with users, and Level 3 support (AISS Engineers), and Level 3 development to resolve open system issues as documented in the TTTS

X

2.2.4.35 Monitor all customer support requests relating to database management, once assigned actively troubleshoot and resolve open tickets and report cause and fix action in the TTTS

X

2.2.4.36 Ensure trouble tickets are documented in the TTTS and protected according to classification level X

2.2.4.37 Ensure final closed trouble ticket accurately reflects what the actual issue was and how it was resolved X

2.2.4.38 Support the modernization, technology insertion, performance analysis and turning, maintenance, testing, migration and integration of the Systems supported in this Contract into a

Common Computing Environment (CCE) and DoD or commercial cloud environment (such as IaaS and Amazon GovCloud)

X

2.2.4.39 Coordinate and communicate with System Manager and

impacted constituencies for activities (e.g. System maintenance and other situations where System degradation and/or outage may occur) to facilitate ASI scheduling

X

2.2.4.40 Notify appropriate authorities when a trouble ticket becomes OR (e.g. System failures and other situations where System degradation and/or outage is observed or reported) IAW Systems’

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OR Criteria

2.2.4.41 Execute after action notification procedures describing maintenance actions to the MCCC for ASI and OR events X

2.2.5 Web Site/Page Support

Create and update Systems’ informational/support web sites/pages X

2.2.6 Configuration Management

2.2.6.1 Ensure CM has the latest, and previous baselines as directed by the PMO, configuration baselines of all hardware, software, and documentation as provided by the Government

X

2.2.6.2 Provide, manage, maintain, and implement a production baseline Configuration Management Plan (CMP) X

2.2.6.3 Ensure configuration control is implemented for all items identified in the various Systems’ production configuration baselines and production virtual images

X

2.2.6.4 Establish system for identifying and reporting items that are incorrectly identified in the configuration baseline or missing from the production configuration documents

X

2.2.6.5 Maintain database for tracking all configuration items (CIs) for each of the supported environments X

Develop, implement, and maintain plans, processes, procedures, and tools required to provide CM for the Systems production baseline, including the virtual environment, as part of the CMP and document them in Contractor Maintained Procedures.

X

2.2.6.6 Review software and hardware provided for operations and maintenance to ensure all necessary items/documentation are received from the sources provided by the Government, notify the COR of receipt, and annotate any discrepancies.

X

2.2.6.7 2.2.6.8 Establish and maintain a Configuration Management Library (CML) of the current production environment software, hardware, and virtual configuration, technical drawings, and documentation

X

Maintain database for tracking all CIs for each of the supported environments, ensuring the status of all production baseline CIs are kept current.

X

2.2.6.8 2.2.6.10 Verify software loaded on supported Systems is the correct version report noncompliance, and provide status to the COR.

X

2.2.6.11 Perform physical configuration audits X

2.2.6.12 Support tracking, coordination, and reporting on TCNO, IAVM, and other downward directed security patches

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