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COM-F III

GCCS TASK ORDER APPENDIX

Global Command and Control System (GCCS)/Deliberate and Crisis Action Planning and Execution

Segment (DCAPES)

GCCS operates in a Secret-High security environment on the Secret Internet Protocol Router

Network (SIPRNet). It is the primary Joint C2 system for the DoD. DCAPES is the primary deliberate and crisis action planning system for the Air Force to fulfill its mission in support of the joint environment. The two systems go hand-in-hand and provide an integrated architecture of communications and information processing systems capable of responding to military contingencies worldwide.

GCCS provides an extensive suite of integrated office automation, messaging, and collaborative applications. With GCCS, Joint commanders can coordinate widely dispersed units, receive accurate feedback, and execute more demanding, higher precision requirements in fast moving operations. The system helps Joint force commanders synchronize the actions of air, land, sea, space, and special operations forces. It has the flexibility to be used in a wide range of operations:

from actual combat to humanitarian assistance. The Joint Operation Planning and Execution

System (JOPES) application has been transferred into this environment. The nation's military plans are kept and updated around the world using JOPES.

GCCS-AMC is the Air Mobility Command's portion of GCCS-AF.

Contractor will build GCCS workstations, install, patch, update, and maintain GCCS specific software, build and ship hard drives and other hardware as needed; Administer GCCS Customer accounts, passwords, profiles, GCCS software issues, and general workstations.

Additional production capabilities supported include:

• The GCCS Global Release, which provides services such as the common operational picture, Integrated Imagery and Intelligence (I3), adaptive courses of action, and others.

• The GCCS-AMC Functional User Training capabilities

Task specific required support hours for the GCCS Task Order for 2.2.1 Help Desk, 2.2.2 System Administration (SA), and 2.2.3 Network Administration (NA):

Appendix 1 –

Services Monday – Friday Saturday, Sunday, and

Holidays

- GCCS 0730-1630 N/A

Services Matrix

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

COM-F III INITIAL GCCS TASK ORDER REQUIREMENTS

G C

S

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

2.2.1.5 Validate/authenticate user accounts when required NOTAM or

AMC/A6 guidance

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

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

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

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

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

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

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

2.2.2.2 Maintain configuration and awareness of virtual environment

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

2.2.2.5 Perform backup operations X

2.2.2.6 Perform regular file archival and purging

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

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

2.2.2.10 Notify appropriate authorities when a trouble ticket becomes OR

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

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

2.2.2.13 Configure and add new services as necessary

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 clarifications prior to starting a fielding activity in the TTTS

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

2.2.2.18 Monitor, maintain, and ensure currency of server certificates

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.

2.2.2.20 Provide performance reporting to support capacity planning

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

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

2.2.2.23 Maintain the Systems environmental and monitoring equipment

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

SA1

2.2.2.25 Propose software or hardware updates and other systems enhancements

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

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

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

2.2.2.30 Log all user access requests in the TTTS

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

2.2.2.32 Prepare system inputs, analyze system outputs, and

maintain/repair various electronic systems

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

2.2.2.34 Prepare system inputs, analyze system outputs, and

maintain/repair various electronic systems.

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

SA1

2.2.2.36 Coordinate and implement software code upgrades X

2.2.2.37 Coordinate and implement installation of new equipment and products

2.2.2.38 Coordinate maintenance actions and schedule System outages

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

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

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

Center (MCCC) for ASI and OR events.

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

2.2.2.43 Maintain clean servers, related equipment, and Systems areas

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

2.2.2.46 Track and monitor all customer support requests and

troubleshooting and resolution actions in the TTTS.

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

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 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).

2.2.3 Network Administration

2.2.3.1 Perform network monitoring

2.2.3.2 Perform regular security event monitoring to identify possible

2.2.3.3 Repair and recover from hardware or software failures

2.2.3.4 Coordinate and communicate with system manager and impacted

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

2.2.3.6 Notify appropriate authorities when a trouble ticket becomes OR

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

2.2.3.8 Upgrade and configure network software

2.2.3.9 Conduct a pre-fielding review of software and hardware fielding

2.2.3.10 Perform software and hardware fielding

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

2.2.3.12 Maintain a knowledge base of problems and solutions including troubleshooting techniques, fix actions, and applicable procedures and

2.2.3.13 Monitor, maintain, and ensure currency of network/application certificates

2.2.3.14.Provide performance reporting to support capacity planning

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

2.2.3.16 Maintain the Network environmental and monitoring equipment

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

2.2.3.18 Propose software or hardware updates and other network

2.2.3.19 Troubleshoot and resolve network service issues

2.2.3.20 Provide advanced troubleshooting skills and the ability to rapidly

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

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

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

2.2.3.24 Initiate, process, and track requests for firewall configuration changes and firewall configuration waivers

2.2.3.25 Troubleshoot end-to-end network connectivity issues affecting the operations/performance

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

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

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

2.2.3.30 Prepare system inputs, analyze system outputs, and

2.2.3.31 Install, maintain, upgrade, modify, isolate and repair Network devices, appliances, and System software/hardware

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

2.2.3.33 Coordinate and implement software code upgrades in network equipment

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 equipment being displaced or replaced

2.2.3.36 Coordinate maintenance actions and schedule System outages

2.2.3.37 Collate necessary information for creating requests for higher

2.2.3.38 Ensure full availability and security to operational status upon

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

2.2.3.40 Monitor user load balance and adjust and direct users to alternate

2.2.3.41 Maintain clean network devices, appliances, and Systems areas

2.2.3.42 Track and monitor all customer support requests and

troubleshooting and resolution actions in the TTTS

2.2.3.43 Ensure trouble tickets are documented in the TTTS and protected

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

2.2.3.45 Support the modernization, technology insertion, performance

IaaS and Amazon GovCloud)

2.2.4 Database Administration

2.2.4.1 Troubleshoot and resolve database system malfunctions

2.2.4.2 Upgrade databases

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

2.2.4.4 Maintain a knowledge base of problems and solutions including document them in Contractor Maintained Procedures.

2.2.4.5 Ensure issues and outages are properly documented

2.2.4.6 Analyze and sustain capacity and performance requirements

2.2.4.7 Analyze, consolidate, and tune databases for optimal efficiency

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

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

2.2.4.10 Restore and recover corrupted databases

2.2.4.11 Ensure database systems are configured to meet security directives

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

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

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

2.2.4.15 Install patches for applicable database software

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

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

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

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

2.2.4.20 Resolve problems and meet user needs and system operational and functional requirements

2.2.4.21 Assist in operational validation of application updates,

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

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

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

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

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

2.2.4.27 Enforce database schemas, tables, procedures, and permissions

2.2.4.28 Set up data sharing and disk partitioning according to configuration

2.2.4.29 Create and maintain scripts for task automation

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

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

2.2.4.32 Conduct a pre-fielding review of software and hardware fielding

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

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

2.2.4.36 Ensure trouble tickets are documented in the TTTS and protected

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

2.2.4.38 Support the modernization, technology insertion, performance

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

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’ OR Criteria

2.2.4.41 Execute after action notification procedures describing

2.2.5 Web Site/Page Support

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

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

2.2.6.2 Provide, manage, maintain, and implement a production baseline

Configuration Management Plan (CMP)

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

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

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

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.

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.

2.2.6.6 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

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

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

2.2.6.8 2.2.6.11 Perform physical configuration audits X

2.2.6.12 Support tracking, coordination, and reporting on TCNO, IAVM, and

*TTTS: Note: TTTS supports all the Systems and is not a separate task order. The cost to provide

O&M support for TTTS should be included in task orders.

SA1: Applies to workstations only not servers.

MEIS V4 TASK ORDER APPENDIX

Mobility Enterprise Information Services (MEIS) version 4

MEIS is the USTRANSCOM and AMC initiative to provide net-centric services as an enabler for new, modernized and current MAF C2 applications and capabilities that support the USTRANSCOM and

AMC’s global mission. The MEIS framework is a structure that provides reusable common IT services, software products and components, and design patterns allowing for deployment into a common shared environment. As a sub-enterprise focused on the MAF beneath USTRANSCOM, this framework will align and be an integral part of USTRANSCOM’s overall Service Oriented Architecture (SOA) strategy. The SOA strategy is to deploy shared application and information services defined by the expertise and awareness injected into functional business processes using an event-driven methodology.

Task specific 24/7/365 required support hours for the MEIS V4 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):

Appendix 1 – MEIS V4 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

MEIS V4 99.99% 100%

This Service Matrix identifies the tasks under the COM-F III IDIQ for the MEIS V4 Task Order.

- MEIS v4 – SA / NA 0001-2400 0001-2400

- DBA 0700-1700 On Call

COM-F III INITIAL MEIS V4 TASK ORDER REQUIREMENTS

M

EI

V

2.1.2 Contract and Task Support Meetings 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

2.2.1.4 Create, change, and delete user accounts per request HD2

HD4

2.2.1.8 Validate/authenticate user accounts annually HD3

2.2.1.12 Diagnose and resolve technical hardware and software issues HD1

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

2.2.2.6 Perform regular file archival and purging X

2.2.2.7 Repair and recover from hardware or software failures SA1

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

2.2.2.9 2.2.2.10 Notify appropriate authorities when a trouble ticket becomes OR

SA2

2.2.2.13 Configure and add new services as necessary SA2

documentation and identify any c Perform software and hardware fielding clarifications prior to starting a fielding activity in the TTTS

2.2.2.16 Perform software and hardware fielding SA3

2.2.2.18 Monitor, maintain, and ensure currency of server certificates X

2.2.2.20 Provide performance reporting to support capacity planning X

SA4

SA5

2.2.2.23 Maintain the Systems environmental and monitoring equipment

SA6

2.2.2.30 Log all user access requests in the TTTS SA7

2.2.2.36 Coordinate and implement software code upgrades SA8

SA8

2.2.2.38 Coordinate maintenance actions and schedule System outages X

SA9

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

2.2.2.44 Create and maintain scripts for task automation SA10

2.2.3.1 Perform network monitoring X

2.2.3.3 Repair and recover from hardware or software failures X

2.2.3.6 Notify appropriate authorities when a trouble ticket becomes OR X

2.2.3.8 Upgrade and configure network software X

2.2.3.10 Perform software and hardware fielding X

2.2.3.14.Provide performance reporting to support capacity planning X

2.2.3.16 Maintain the Network environmental and monitoring equipment X

2.2.3.19 Troubleshoot and resolve network service issues X

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

2.2.3.36 Coordinate maintenance actions and schedule System outages X

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

2.2.4.1 Troubleshoot and resolve database system malfunctions DB1

2.2.4.2 Upgrade databases DB2

2.2.4.5 Ensure issues and outages are properly documented SA3

2.2.4.6 Analyze and sustain capacity and performance requirements

2.2.4.7 Analyze, consolidate, and tune databases for optimal efficiency

2.2.4.8 Monitor systems and platforms for availability and database

2.2.4.9 Back-up, cluster, mirror, replicate, and failover assigned databases DB3

2.2.4.10 Restore and recover corrupted databases DB4

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

DB5

2.2.4.15 Install patches for applicable database software DB6

DB7

2.2.4.27 Enforce database schemas, tables, procedures, and permissions

2.2.4.29 Create and maintain scripts for task automation

SA3

HD1: Help Desk shall have limited diagnostics and resolution capability. Diagnostics and resolution shall be limited to the procedures documented in the MEIS Playbook and any corrective actions available via the MEIS dashboard.

HD2: Help Desk shall create, change, and delete user and system accounts. Until an automated system is in place to accommodate multiple environments, duplicate account creation/change/deletion will be required across the MEIS environments (Enclave and cloud).

HD3: Annual account validation will be required until an automated account management system is established.

HD4: Help Desk shall follow the NOTAM or AMC/A6 guidance but shall use the IdAM Provisioning application tool account management when available.

DB1: COM-F shall resolve malfunctions using instructions provided by AISS/MEIS developer or documented in the MEIS Playbook. COM-F shall report undocumented database issues to Level 3 for assistance in troubleshooting and issue resolution.

DB2: MongoDB and PostGres database upgrades will occur during a MEIS release. As a general rule, COM-F shall not upgrade databases unless following AISS/MEIS developer provided instructions.

DB3: Database backups will follow the MEIS backup strategy and COMF shall follow the documented procedures provided by AISS/MEIS developer or contained in the MEIS Playbook.

All other activities stated would normally occur if all servers failed at all locations. COM-F shall review the MEIS failover instructions and report any missing instructions for resolution.

DB4: COM-F shall follow the documented procedures provided by AISS/MEIS developer or the MEIS Playbook to restore/recover corrupt databases. The normal recovery should be handled automatically through the MongoDB replica set process.

DB5: COM-F will only need to perform database dumps upon the request of the IT Sustainment Manager or as identified in the MEIS backup strategy. COMF shall follow the documented procedures provided by AISS/MEIS developer or contained in the MEIS Playbook.

DB6: Database patches and upgrades will be accomplished in conjunction with MEIS releases.

TCNO, IAVM, and other downward directed security patches will be accomplished IAW COM-F procedures but shall be coordinated with the MEIS developer in advance of applying to MEIS servers. COM-F shall ensure successful testing of any OS patches and upgrades have occurred via the MEIS Test Manager or MEIS IT Sustainment Manager prior to applying in the operational environment.

DB7: COM-F will only perform this function for the PostGres (maybe Oracle in the future) database, not MongoDB SA1: Repair and recovery of server hardware and software shall occur IAW COM-F procedures.

MEIS installed software repair and recovery shall be IAW written (oral, in the case of an emergency) instructions provided by AISS or MEIS developer. MEIS development will provide a MEIS Playbook with instructions for use in common issue resolution.

SA2: OS patches and upgrades shall be accomplished in conjunction with MEIS releases. TCNO, IAVM, and other downward directed security patches will be accomplished IAW COM-F procedures but shall be coordinated with the MEIS ITSM and developer in advance of applying to MEIS servers. COM-F shall ensure successful testing of an OS patches and upgrades against the MEIS baseline has occurred via MEIS IT Sustainment Manager prior to applying in the operational environment.

SA3: COM-F shall apply releases, warm fixes, patches (hot fixes), and emergency fixes IAW the instructions provided by AISS and the MEIS developer. COM-F shall ensure a thorough review of the instructions occurs prior to the installation of patches, ensuring any open questions or issues are adequately addressed by AISS or the MEIS Developer prior to beginning the installation.

SA4: COM-F shall not conduct the following tasks as an on-going activity: performance tuning, hardware upgrades, defragmenting of hard drives, and resource optimization. These activities will only occur at the direction of the MEIS IT Sustainment Manager through maintenance releases, patches (hot fixes) or emergency fixes using AISS/MEIS developer provided instructions.

SA5: Configuring CPU, memory, virtual servers and images, and disk partitions will normally be done as part of the MEIS release installations. COM-F shall not perform any of these changes without approval of the MEIS IT Sustainment Manager.

SA6: As a general rule, COM-F shall solve MEIS technical issues previously documented in the MEIS Playbook or other AISS/MEIS developer provided instructions.

SA7: Primarily a Help Desk function unless an issue is identified during MEIS monitoring activities.

SA8: Software code upgrades, new equipment and product installations will occur in a coordinated AISS/MEIS develop, maintenance, patch, or emergency release using the provided instructions.

SA9: MEIS monitoring will involve enclave load balance monitoring only, not MEIS load balancing.

Directing users/systems to alternate sites/enclaves/cloud MEIS environments will be accomplished after receiving MEIS ITSM approval and will use documented procedures provided by the AISS or the MEIS developer.

SA10: COM-F may create MEIS scripts, however COM-F will not execute MEIS scripts without specific approval from the MEIS IT Sustainment Manager (ITSM). A request for approval to run a script will include:

the purpose of the script;

the expected outcome of the script running;

any expected modifications to the MEIS 4 environment as a result of running the script;

COMF assessment of the risk of running the script on the MEIS 4 operational environment; and a copy of the script.

The MEIS ITSM may request that AISS engineering and/or the MEIS developer test the script prior to approval. All approved scripts must be added to the MEIS 4 baseline via a CCB. Note:

this process must be followed for any COMF SoapUI requests (writes) that would result in modification to the MEIS 4 object cache.

COM-F III IDIQ

ACAS TASK ORDER APPENDIX

Air Carrier Analysis Support System (ACAS)

ACAS is Air Mobility Command's (AMC) primary system for the planning, management, and wartime analysis of the Civil Reserve Air Fleet (CRAF) and is essential to the congressionally mandated analysis, review, and technical evaluation of the safety and quality practices of commercial air carrier that provide airlift services to the DOD. ACAS supports the decision making process of the Commercial Airlift Review Board (CARB) regarding commercial air carriers suitabilitiy for participation in the DOD Air Transportation Program. ACAS also supports USTRANSCOM commercial airlift contract and award processes; tracking and reporting commercial air mission delays and reliability rates. To fulfill these requirements, ACAS interfaces with both DOD and Federal Aviation Administration (FAA) systems.

Task specific 24/7/365 required support hours for the ACAS 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

Appendix 1 – ACAS System Availability Thresholds 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

ACAS 99.99% 100%

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

- ACAS 0001-2400 0001-2400

COM-F III INITIAL ACAS TASK ORDER REQUIREMENTS

AC

AS

2.1.2 Contract and Task Support Meetings 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

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

2.2.1.15 Identify and escalate situations requiring urgent attention X

2.2.2.10 Notify appropriate authorities when a trouble ticket becomes OR X

2.2.2.13 Configure and add new services as necessary X

2.2.2.15 Conduct a pre-fielding review of software and hardware fielding

2.2.2.23 Maintain the Systems environmental and monitoring equipment X

2.2.2.30 Log all user access requests in the TTTS X

the Systems supported in this Contract into a Common Computing upgrade administrative tools and utilities; and apply TCNO, Information the Systems supported in this Contract into a Common Computing

2.2.4.1 Troubleshoot and resolve database system malfunctions X

2.2.4.2 Upgrade databases X

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

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

2.2.4.10 Restore and recover corrupted databases X

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

2.2.4.15 Install patches for applicable database software X

2.2.4.27 Enforce database schemas, tables, procedures, and permissions X

2.2.4.29 Create and maintain scripts for task automation X

2.2.4.39 Coordinate and communicate with System Manager and impacted constituencies for activities (e.g. System maintenance and other situations

Appendix 1 – ACAS System Availability Thresholds

Services Matrix

2.1.3 Client Support Administrator (CSA)/Functional System Administrator (FSA)/Work-Center Environment Administration Support (EAS)

CAMPS TASK ORDER APPENDIX

Consolidated Air Mobility Planning System (CAMPS)

CAMPS is Air Mobility Command's (AMC) primary Command and Control (C2) planning and scheduling system that provides mobility mission planners with an integrated view for airlift and air refueling requirements management, planning, and scheduling of AMC/MAF air mobility resources to support peacetime, contingency, humanitarian, and wartime operations. CAMPS provides separate unclassified and classified requirements, planning, and scheduling capabilities, and also provides advanced user capabilities for operational planning and allocation management.

CAMPS provides a joint capability to gather and manage mobility requirements for all Aerial Refueling Missions, Special Assignment Airlift Missions, and CENTCOM's airlift requirements.

CAMPS Migration Completion Date was achieved in Feb 02, and will continue development under the approved Mobility Air Forces (MAF) C2 Framework Capabilities Design Document.

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

Appendix 1 – CAMPS System Availability Thresholds 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

CAMPS 99.99% 100%

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

- CAMPS 0001-2400 0001-2400

COM-F III INITIAL CAMPS TASK ORDER REQUIREMENTS

CA

PS

2.1.2 Contract and Task Support Meetings 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

2.2.1.15 Identify and escalate situations requiring urgent attention X

2.2.2.15 Conduct a pre-fielding review of software and hardware fielding the Systems supported in this Contract into a Common Computing upgrade administrative tools and utilities; and apply TCNO, Information the Systems supported in this Contract into a Common Computing

2.2.4.7 Analyze, consolidate, and tune databases for optimal efficiency X

2.2.4.39 Coordinate and communicate with System Manager and impacted constituencies for activities (e.g. System maintenance and other situations

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

Appendix 1 – CAMPS System Availability Thresholds

Services Matrix

2.1.3 Client Support Administrator (CSA)/Functional System Administrator (FSA)/Work-Center Environment Administration Support (EAS)

DMR TASK ORDER APPENDIX

Dynamic Mission Replanning (DMR)

DMR is an AMC initiative designed to enhance AMC’s ability to re-plan missions in execution by providing a work center based capability to recognize and react to potential problems or events, to automatically assess the significance of the events, recognize down line or associated mission impacts, and present the decision maker with options based on a variety of factors such as cost, fuel, efficiency, effectiveness. DMR consists of a family of work center focused applications that provide 618th Air and Space Operations Center Tanker Airlift Control Center (618 AOC TACC) users an effective way of visualizing the myriad of factors that could result in a delay or deviation of a planned mission.

The goal of DMR is to provide a set of integrated applications to assist operators in viewing and manipulating missions affected by factors that constrain them [e.g., tail utilization, crew duty day (CDD), operating hours] which prevent missions from executing as planned. The solution will support cross-functional collaboration to increase situational awareness (SA) during mission planning and re-planning during execution to allow the 618 Air and Space Operations Center (AOC) Tanker Airlift Operations Center (TACC), AOC Air Mobility Division (AMD), and Mobility Air Forces (MAF) C2 agencies to self-synchronize and ensure a highly coordinated effort.

Task specific 24/7/365 required support hours for the DMR Task Order for 2.2.1 Help Desk, 2.2.2 System Administration (SA), and 2.2.3 Network Administration (NA):

Appendix 1 – DMR System Availability Thresholds 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

- DMR 0001-2400 0001-2400

DMR 99.99% 100%

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

COM-F III INITIAL DMR TASK ORDER REQUIREMENTS

DM

R

2.1.2 Contract and Task Support Meetings 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

2.2.2.15 Conduct a pre-fielding review of software and hardware fielding the Systems supported in this Contract into a Common Computing

2.2.3.8 Upgrade and configure network software X

2.2.3.9 Conduct a pre-fielding review of software and hardware fielding

2.2.3.28 Log all user network access requests in the TTTS X

2.2.4 Database Administration

2.2.4.1 Troubleshoot and resolve database system malfunctions X

2.2.4.2 Upgrade databases X

2.2.4.7 Analyze, consolidate, and tune databases for optimal efficiency X the Systems supported in this Contract into a Common Computing

Appendix 1 – DMR System Availability Thresholds

Services Matrix

2.1.3 Client Support Administrator (CSA)/Functional System Administrator (FSA)/Work-Center Environment Administration Support (EAS)

GATES TASK ORDER APPENDIX

Global Air Transportation Execution System (GATES)

GATES is a single automated system serving management of both aerial port and surface port operations for the DoD transportation, worldwide. Its support is mission-critical since the ports sustain global air and surface movement of personnel and materiel and serve as the entrance into or departure from the country where located. Serving peacetime and contingency operations, GATES support includes processing and tracking cargo and passenger information to speed their timely arrival and know their location at all times (i.e., in-transit visibility (ITV)). GATES also aids DoD's capability to bill for cargo and passenger movement. It is a financial feeder system providing manifest information to Defense Enterprise Accounting and Management System (DEAMS), a billing system belonging to the Air Force. GATES also feeds the Cargo and Billing System (CAB), a billing system belonging to Surface Development and Distribution Command (SDDC). GATES surface port function includes capability formerly provided by the SDDC Worldwide Port System (WPS). WPS was designed to support the water port operations of DoD by providing cargo management, documentation, and accountability to water port and regional commanders while providing ITV to higher echelons. An effective C2 enabler, GATES promotes more effective resource management. The system interfaces with multiple data engines both internal and external to the DoD. It generates standard and ad hoc reports, supports scheduling and forecasting, and provides message routing and delivery service for virtually all transportation data.

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

Appendix 1 – GATES System Availability Thresholds 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

- GATES 0001-2400 0001-2400

GATES 99.98% 100%

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

COM-F III INITIAL GATES TASK ORDER REQUIREMENTS

G

AT

ES

2.1.2 Contract and Task Support Meetings 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

2.2.1.15 Identify and escalate situations requiring urgent attention X

2.2.2.15 Conduct a pre-fielding review of software and hardware fielding the Systems supported in this Contract into a Common Computing upgrade administrative tools and utilities; and apply TCNO, Information

IaaS and Amazon GovCloud)

2.2.4 Database Administration

2.2.4.1 Troubleshoot and resolve database system malfunctions X

2.2.4.2 Upgrade databases X

2.2.4.7 Analyze, consolidate, and tune databases for optimal efficiency X the Systems supported in this Contract into a Common Computing

Appendix 1 – GATES System Availability Thresholds

Services Matrix

2.1.3 Client Support Administrator (CSA)/Functional System Administrator (FSA)/Work-Center Environment Administration Support (EAS)

MAF C2 ENCLAVE TASK ORDER APPENDIX

Mobility Air Forces (MAF) C2 Enclaves and Enterprise Services

The MAF C2 Enclaves provides an IaaS environment for Government C2 operations for the MAF C2 and DTS. As the MAF's principal C2 operational enclave, the operational imperative is to deliver robust capabilities to MAF C2 forces using a net-centric environment, allowing access and information sharing throughout the classified and unclassified domains. Direction given by the Secretary of Defense assigning the USTRANSCOM responsibility as the Distribution Process Owner increases the need for greater theater and strategic mobility operations and control. MAF C2 systems interoperate with Air Force/Army/other Joint C2 systems and are an integral part of USTRANSCOM's DTS. As the USTRANSCOM, Joint, and Air Force C2 architectures mature, the MAF C2OE will be consistent with the USTRANSCOM, Joint, and United States Air Force C2 Communities of Interest. Most of the systems that reside within the MAF C2OE are Mission Assurance Category (MAC) I systems and are considered National Security Systems.

Task specific 24/7/365 required support hours for the MAF C2 ENCLAVE 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

Travel to Rome, New York will be required to complete Government Enclave training for this Task Order. The training will be provide by the Government and all travel cost shall be the responsibility of the contractor.

Travel estimate below.

Year Trip Occurred

# of People Per Trip # of Trips Per Year Location Estimated Days

Per Trip Base Year 12 One Time Training Rome, NY 5

Option Year 1 6 One Time Training Rome, NY 5 Option Year 2 6 One Time Training Rome, NY 5 Option Year 3 6 One Time Training Rome, NY 5 Option Year 4 6 One Time Training Rome, NY 5

Appendix 1 – MAF C2 ENCLAVE System Availability Thresholds 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

- MAF C2 ENCLAVE 0001-2400 0001-2400

month. Data availability covers three areas: replication, information services (for systems utilizing

MAF C2 ENCLAVE 99.99% 100%

This Service Matrix identifies the tasks under the COM-F III IDIQ for the MAF C2 ENCLAVE Task Order.

COM-F III INITIAL MAF C2 ENCLAVE TASK ORDER REQUIREMENTS

AF

EN

CL

AV

E

2.1.2 Contract and Task Support Meetings 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

2.2.1.15 Identify and escalate situations requiring urgent attention X the Systems supported in this Contract into a Common Computing upgrade administrative tools and utilities; and apply TCNO, Information the Systems supported in this Contract into a Common Computing

2.2.4.2 Upgrade databases X

2.2.4.7 Analyze, consolidate, and tune databases for optimal efficiency X the Systems supported in this Contract into a Common Computing

Appendix 1 – MAF C2 ENCLAVE System Availability Thresholds

Services Matrix

2.1.3 Client Support Administrator (CSA)/Functional System Administrator (FSA)/Work-Center Environment Administration Support (EAS)

MAFPS TASK ORDER APPENDIX

Mobility Air Force (MAF) Flight Planning Service (MAFPS)

MAFPS is AMC’s modernized flight planning service and the replacement for ACFP. It includes an improved route optimizer, is compliant with current and emerging airspace & air traffic control constraints, supports Mission Index Flying (MIF), and is highly configurable.

MAFPS ingests and considers DAFIF, Route Availability Documents (RADs), weather (forecast and climo), Special Use Airspace (SUA), tail-specific degrades, and other relevant information when calculating a 4-D optimized route. MAFPS supports Extended Operations (ETOPS) calculations in support of the KC-46A Pegasus.

MAFPS consists of server and client components. Servers will be fielded in the USTRANSCOM Distributed Enclaves at Scott AFB and McConnell AFB but are scalable if the need arises to expand.

The client is based on the Joint Mission Planning System (JMPS) Framework (FW) and invokes FalconView (FV) to visualize flight plans. MAFPS utilizes services from the Mobility Enterprise Information Service (MEIS) including, but not limited to, Air Route Plan (ARP), Identity and Access Management (IdAM), and AMC 1801 Information Service.

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

Appendix 1 – MAFPS System Availability Thresholds 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

- MAFPS 0001-2400 0001-2400

MAFPS 99.99% 100%

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

COM-F III INITIAL MAFPS TASK ORDER REQUIREMENTS

AF

PS

2.1.2 Contract and Task Support Meetings 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.