Attachment_1_-_COMF_II_PWS.doc

FA4452-14-R-0001

Attachment 1

PERFORMANCE WORK STATEMENT

FOR

Communications, Operation, &

Maintenance Functions II (COM-F II)

29 Aug 13 Contents

INTRODUCTION

51.1 Background

61.2 Scope

61.3 Purpose

71.3.1 Program Management

71.3.2 Operation and Maintenance (O&M) Support Services

TECHNICAL/TASK REQUIREMENTS

72.1 Program Management

72.1.1 Contract Deliverable Documentation

82.1.2 Contract and Task Support Meetings

82.1.3 Client Support Technician (CST)/Functional System Administrator (FSA) Support Work-Center Environment Administration Support (EAS)

82.1.4 Equipment Control

92.1.5 Metrics and Reporting

92.2 Operation And maintenance (O&M) support Services

92.2.1 Help Desk

102.2.2 System Administration

122.2.3 Network Administration

152.2.4 Database Administration

162.2.5 Web Site/Page Support

172.2.6 Configuration Management (CM)

SERVICES SUMMARY

PROPERTY, EQUIPMENT, AND FACILITIES

194.1 General

194.2 Access

194.3 Property Protection

GENERAL INFORMATION

195.1

PERIOD OF PERFORMANCE

195.2 Reviews And Approvals Of Reports, Data, And Deliverables

195.2.1 General

195.2.2 Document Management

PERSONNEL REQUIREMENTS

206.1

RETENTION OF CONTRACTOR PERSONNEL

206.2 contractor Staff Requirements

206.2.1 Key Personnel Vacancy

206.2.2 Filling Vacancy

206.2.3 Language Requirements

206.2.4 Employee Rosters

206.2.5 Crisis Response Services:

206.2.6 Certifications and Work Experience

216.3 Key Personnel

216.3.1 Contractor Site Manager

216.3.2 Contractor Alternate Site Manager

216.3.3 Technical Leads

SECURITY REQUIREMENTS

217.1 Access to Government Automated Information Systems

217.2 Security Management

217.3 Government Assistance

217.4 Handling and Safeguarding Classified OR SENSITIVE BUT UNCLASSIFIED Information

227.5 Contractor Access

227.6 Highest Security Clearance

227.7 Network and Computer Security

227.8 Information in the contractor’s Possession

227.8.1 For Official Use Only Information (FOUO)

237.8.2 Privacy Act

237.9 Contractor Consent to Background Checks

237.10 Proper Employee Credentials

237.11 Information Assurance (IA)

237.12 Antiterrorism Level I Training

247.13 Safety Requirements

CONTRACTOR PERSONNEL TRAINING

248.1 Technical Currency

248.2 Certification Training Expense

248.3 Special Training Expense

248.4 required Training

PERSONAL SERVICE

INSPECTION AND ACCEPTANCE

2410.1

QUALITY CONTROL

2510.2

GOVERNMENT QUALITY ASSURANCE

2510.3 Performance Measurement

PLACE OF PERFORMANCE

HOURS OF WORK

MISSION ESSENTIAL PERSONNEL

ADDITIONAL COSTS

2614.1 Travel Expense Reimbursement

2614.1.1 Travel Reimbursement

2714.2

OTHER DIRECT COSTS (ODC)

ADMINISTRATIVE CONSIDERATION

2715.1 Points of Contact

2715.1.1 Contracting Office

2715.1.2 Contracting Officer Representative (COR)

TRANSITION

2716.1 Phase-in

2716.1.1 Phase-In Plan

2816.2 Phase-out

Contractor Manpower Reporting Language for Contract Performance Work Statements

2817.1 uses and safeguarding of information

2917.2

USER MANUALS

30Appendix 1 – System Availability Thresholds

31Appendix 2 – Services Exception Matrix

38Appendix 3 – System Definitions

42Appendix 4 – Acronyms

45Appendix 5 – Glossary

Communications, Operations, & Maintenance Functions (COM-F)

1 INTRODUCTION

1.1 Background

The Air Mobility Command (AMC) is responsible to the National Command Authority (NCA) through the Joint Chiefs of Staff (JCS) and the United States Transportation Command (USTRANSCOM) for the planning and execution of global airlift and aerial refueling missions during peace, crisis, and war. AMC is also responsible for the coordination and exercise of airlift and air refueling strategy, doctrine, and plans under the direction of USTRANSCOM. Crisis and wartime support are provided to the unified and specified commands. As an Air Force (AF) Major Command (MAJCOM), AMC is responsible to the Secretary of the Air Force and the Chief of Staff, Headquarters (HQ) United States Air Force (USAF), for the accomplishment of peacetime airlift and air refueling services in a manner that will promote the emergency and wartime capability of assigned forces and ensure the support of all Department of Defense (DoD) components. In addition, AMC is also responsible for aero medical evacuation operation.

AMC supports the Mobility Air Force mission--"Global Reach." It is difficult, if not impossible, for United States military forces to deploy rapidly or be supported effectively during employment without the assets and expertise provided by AMC. AMC Command and Control (C2), In-Transit Visibility (ITV), and Business Systems (hereafter referred to as “Systems”) processes, procedures, and services must be consistent and reliable in peacetime, during contingencies, and throughout the full spectrum of war. Therefore, the information technology (IT) resources enabling the efficient and effective management of this capability must also provide these services at the highest levels of availability, integrity, and confidentiality.

The 375th Communication Support Squadron (CSPTS) provides command and control, communications, and computer (C4) support to DoD, USTRANSCOM, AMC, and worldwide aerial and water ports. The 375th CSPTS also operates and maintains the Systems supporting the 618th Air & Space Operations Center, Tanker Airlift Control Center (618th AOC/TACC) global mission. The 375th CSPTS, augmented by a contractor providing Communications, Operations, and Maintenance Functions (COM-F) services, is AMC’s answer to meeting the challenges of providing operational support and maintenance of the Systems hardware in a timely, effective, and efficient manner.

Along with Government developed applications, examples of software and appliances currently under the purview of the Systems include:

· Sybase Database Management Software and High Availability (HA)

· Oracle Database Management Software

· Oracle Applications Software

· Microsoft Structured Query Language (SQL) Server

· Windows Operating Systems

· Microsoft Active Directory

· UNIX / Red Hat Enterprise Linux Operating Systems

· UNIX / Solaris Operating Systems

· VMWare

· SharePlex

· NetIQ

· SharePoint

· Internet Information Server

· Apache Web Server

· CISCO

· F5

· Citrix

· Altiris

· Symantec & McAfee

The Systems are in a constant state of change as hardware is replaced/upgraded, software versions and patches are fielded, and the entire computing and network environments evolve from a thick/thin client, system centric client server environment to an Infrastructure as a Service (IaaS) and Platform as a Service (PaaS) construct. AMC has begun implementing hardware and software in the enclave environment to support virtualized operations. This process will continue as systems and applications capable of operating in virtualized environments are fielded. The entire operation will evolve over time from a system-centric perspective to an enterprise perspective, with a large proportion of the workload shifting to managing the virtual environment.

1.2 Scope

The scope of the contract is for a contractor to provide all the resources in staffing and management necessary to meet the performance standards of the performance work statement (PWS), the Systems Availability Thresholds (Appendix 1), systems Original Equipment Manufacturer (OEM) maintenance standards, and the System operational reporting criteria.

The scope of the contract includes systems for which operations and maintenance (O&M) support is provided by 375th CSPTS and/or systems that reside on the MAF C2 Enclaves. The supported Systems currently include the following:

· Advanced Computer Flight Plan (ACFP)

· Consolidated Air Mobility Planning System (CAMPS)

· Commercial Operations Integrated System (COINS)

· Global Air Transportation Execution System (GATES)

· Global Command and Control System (GCCS)

· Global Decision Support System (GDSS)

· Mobility Enterprise Information Services (MEIS)

· Mobility Air Forces (MAF) C2 Enclaves and Enterprise Services

· Trouble Ticket Tracking System (TTTS) (currently “Remedy”)

· Mobility Operations Application-Based System (MOABS) (trouble ticket logging only)

Specifically, the support services are for the Systems production environment. The production environment is the software, hardware, appliances, and other products placed into operation for use by end users. It includes virtual machines and virtual infrastructure. “Production environments” in this context include exercise and training environments but do not include test or development environments. It also includes all sub-systems, modules, and applications within the Systems and all future modifications, modernizations and projects of the Systems. The support services are provided by individuals having the required expertise and experience on the supported systems. Certifications are desired for Oracle, Sybase, UNIX, Cisco, and Microsoft Operating Systems. The services are provided based on unique system performance and availability requirements.

1.3 Purpose

The purpose of this contract is to ensure, through the Contractor provided technical and staff support, the operational functionality and readiness of the systems, infrastructure, and services satisfying the HQ AMC/A6 mission needs of the Systems. This PWS is decomposed into the following segments:

1.3.1 Program Management

The Contractor shall provide the following contract administration and management oversight necessary in support of this contract:

· Contract Deliverable Documentation

· Contract and Task Support Meetings

· CST/FSA Support Work Center EAS

· Equipment Control

· Metrics and Reporting

1.3.2 Operation and Maintenance (O&M) Support Services

Operation and Maintenance Support Services consist of the following activities:

· Help Desk

· System Administration

· Network Administration

· Database Administration

· Web Page Support

· Configuration Management

2 TECHNICAL/TASK REQUIREMENTS

All tasks and subtasks shall be accomplished within the contract scope, the requirements described in this PWS, and the capabilities described in the Contractor’s Technical and Management Work Plan (CDRL A001 as described in the Contract Data Requirements List, DD Form 1423). The details for specific (sub) tasks, technical support, etc. will be developed and agreed to during scheduled and unscheduled meetings as the Systems evolve, problems arise, and changes are made. All specific (sub) tasks, etc. will be recorded in Contractor-prepared minutes (CDRL A002) and agreed to by the Contracting Officer Representative (COR) and the Contractor.

2.1 Program Management

2.1.1 Contract Deliverable Documentation

The following documents, products, and deliverables shall be provided by the Contractor. Deliverables are directly traceable to the contract support services.

· A001 Technical & Management Work Plan

· A002 Agendas and Minutes

· A003 Management Plan – Transition Plan (Phase In/Phase Out)

· A004 Monthly Status Report

· A005 Equipment Inventory Record/Annual Inventory

· A006 Trip Reports

· A007 Metrics and Reports

· A008 Customer Satisfaction Measurement Plan

· A009 Contractor Maintained Procedures

· A010 Configuration Management Plan

· A011 Help Desk Procedures

2.1.2 Contract and Task Support Meetings

The Contractor shall support meetings, processes, and any additional events required by the Government. For example:

· Task Management Review (TMR) – In preparation for the TMR the Contractor shall provide a Monthly Status Report (CDRL A004) in accordance with the instructions provided in the Contract Data Requirements List, DD Form 1423. Include with the Monthly Status Report the agenda (A002) for COR review and coordination. At the conclusion of the TMR, the Contractor shall provide minutes (A002).

· Ad-hoc teams

· Other Scheduled Meetings

The Contractor shall not conduct any external meetings, conferences, presentations, whether planned or ad hoc, to discuss any requirements, policies, etc., outside 375th CSPTS without first obtaining the permission of the COR. Meeting agendas and minutes are required (A002) and trip reports shall be submitted for travel (A006) in accordance with the instructions provided in the Contract Data Requirements List, DD Form 1423.

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

The Contractor shall provide EAS assistance in support of the contract environments in accordance with AFI 33-115v1, Network Operations. The EAS area of support consists of production environment and work stations used by the Contractor.

In order to ensure that Contractor personnel have adequate permissions to provide the EAS, the Contractor shall request access authorization in writing. This request shall contain an explanation of the need for the permissions, the equipment requiring the permissions, the type of permissions required, and the name of the person(s) to include his or her email address, work phone number, and evidence that the individual(s) has the requisite certification in accordance with DoD 8570.01-M, Information Assurance Workforce Improvement Program. The written request is to be delivered to the COR or appropriate Government agency.

2.1.4 Equipment Control

The Contractor shall provide inventory control of the hardware for the systems within the production environment for Systems located at Scott Air Force Base and Defense Enterprise Computing Center (DECC) St. Louis. Inventory control includes:

· transferring hardware assets into and out of the production environments

· maintaining the equipment inventory and accountability as prescribed by government regulations and preparing the required equipment inventory records and annual inventory (CDRL A005)

· performing an annual inventory or as directed by the COR(CDRL A005)

· ensure proper disposal and removal from the inventory of hardware assets as directed by the COR

2.1.5 Metrics and Reporting

Metrics shall be established, maintained, and reported on each area of the Services Summary. In addition, the Contractor shall develop, maintain, and report metrics for the purpose of reporting system status, workload, problem resolution, system performance, and contract performance. (CDRL A007)

The Contractor shall submit a Customer Satisfaction Measurement Plan (CDRL A008) to the Contracting Officer (CO) for acceptance within 30 days of contract award. The plan must demonstrate the Contractor’s ability to measure customer satisfaction in the performance of this PWS.

2.2 Operation And maintenance (O&M) support Services

This section pertains to the tasks and work specific to ensuring the Systems operation and maintenance shall be performed as prescribed by unique system performance and availability requirements.

The Contractor shall provide the support services necessary to operate and maintain the Systems environments in accordance with the Government provided configuration baseline, operational performance and availability requirements (Appendix 1, System Availability Thresholds), and recommended OEM operation and maintenance procedures. The work described in this PWS shall be performed for all Systems with the exceptions provided in Appendix 2, Services Exception Matrix.

2.2.1 Help Desk

In providing helpdesk support, the Contractor shall utilize a team of individuals with a working knowledge of and who display journeyman qualifications for the functions of the fundamental operations of relevant software, hardware, and networks for the Systems as well as knowledge of call tracking applications, experience, and training in customer service. The Contractor shall provide the following 24/7/365 help desk services using its published help desk procedures (A011):

· respond to requests for technical assistance in person, via phone, electronically, and walk-in

· monitor Systems’ operations and respond to faults, alarms, abnormalities, or potential issues

· diagnose and resolve technical hardware and software issues

· research questions using available information resources

· advise user on appropriate action

· create, change, and delete user accounts per request. This subtask further includes:

· password issuance & resets

· user authentication provisioning and support

· establish and modify permissions

· monitor and respond to requests for new accounts using customer requesting systems (e.g. trouble tickets tracking system, Account Management System (AMS), and GATES Security Service)

· establish and maintain a log of accounts and account status

· obtain account access approval when users request non-standard privileges

· annually, when required by an applicable Notice to Airman (NOTAM), or according to AMC/A6 guidance, validate and authenticate all user accounts to ensure only authorized users have account access

· follow help desk procedures

· administer help desk software

· redirect problems to appropriate resource

· identify and escalate situations requiring urgent attention

· track and monitor all customer support requests and troubleshooting and resolution actions in the Trouble Ticket Tracking System

· ensure trouble tickets are documented and protected according to classification level

· ensure final closed trouble ticket accurately reflects what the actual issue was and how it was it resolved

· document and provide the current status of trouble tickets when requested by Government entities (e.g. users, MAJCOM/Air Force Communication Coordination Center (M/ACCC), Network Control Center (NCC), System Managers (SMs), Program Management Offices (PMOs), help desks at other locations, and HQ AMC/A6 representatives).

· track and route problems and requests and document resolutions

· stay current with system information, changes, and updates

· update the Automated Call Distributing System (ACD) call routing menu to ensure calls are accurately routed to the appropriate location

· maintain, modernize, and develop features for the Trouble Ticket Tracking System

· notify appropriate authorities when a trouble ticket becomes Operations Reportable (OR) in accordance with Systems’ Operations Reportable (OR) Criteria

2.2.2 System Administration

The Contractor shall provide system administration services consisting of effective system/servers provisioning, installation, configuration, operation, and maintenance of Systems hardware, software, and related infrastructure. These services consist of performing multiple, highly complex, technical tasks with a need to routinely upgrade skills in order to meet a changing production environment, applications, system designs, configurations, hardware, utilities, and operational conditions. The Contractor shall ensure the Systems hardware, operating systems, software systems, and related procedures adhere to government approved production configurations; government system availability and reliability standards; and OEM system operation and maintenance procedures. The Contractor shall perform 24/7/365 system administration services for the Systems.

The following is a listing of system administration functions that shall be performed by the Contractor:

· perform system monitoring including monitor alarms; verify the integrity and availability of all hardware, interfaces, server (including virtual server) resources, systems, and key processes; review system and application logs; and verify completion of scheduled jobs (e.g. clean-up scripts, backups, and resets)

· maintain configuration and awareness of virtual environment, including number and type of virtual servers, applications running on those servers, and activate, move, and close applications running on virtual servers.

· perform regular security event monitoring to identify any possible intrusions

· perform backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes, disks, drives and utilities are created, and media is recycled and sent off site as necessary

· perform regular file archival and purging as necessary

· repair and recover from hardware or software failures

· coordinate and communicate with system manager and impacted constituencies for activities, (e.g. System maintenance, System failures, and other situations where System degradation and/or outage is observed or reported) in accordance with Government provided instructions

· notify appropriate authorities when a trouble ticket becomes Operations Reportable (OR) in accordance with Systems’ Operations Reportable (OR) Criteria

· apply operating system (OS) patches and upgrades; upgrade administrative tools and utilities; and apply Time Compliance Network Orders (TCNO), Information Assurance Vulnerability Alerts (IAVA), and other downward directed security patches

· configure / add new services as necessary

· upgrade and configure System software that supports infrastructure applications or per project or operational needs

· perform and/or support software and hardware fielding in accordance with software version document releasing instructions and/or COR instructions

· maintain operational, configuration, or other procedures (CDRL A009)

· monitor, maintain, and ensure currency of server certificates

· provide performance reporting to support capacity planning

· perform ongoing performance tuning, hardware upgrades, defragmenting of hard drives, and resource optimization as required

· configure CPU, memory, virtual servers and images, and disk partitions as required

· maintain the Systems environmental and monitoring equipment

· solve technical issues with web server, database server, applications server, virtual server, Domain Name Service (DNS), Simple Mail Transfer Protocol (SMTP), appliances, utilities, or other System hardware and software

· propose software or hardware updates and other systems enhancements to improve systems performance and reliability; schedule and coordinate level-appropriate maintenance

· troubleshoot and resolve systems service and OS-level issues, plus issues referred by system managers, program offices, the help desk, database managers, systems engineers, systems administrators, and other technicians

· provide advanced troubleshooting skills and the ability to rapidly identify issues and provide restoration of issues

· keep detailed records and update logs of work activities

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

· interpret System practices, diagrams, specifications, drawings, and service orders

· prepare system inputs, analyze system outputs, and maintain and repair various electronic systems

· install, maintain, upgrade, modify, isolate and repair System servers, workstations, thin clients, peripherals and system software/hardware

· coordinate and implement software code upgrades

· coordinate and implement installation of new equipment and products

· coordinate all maintenance actions and schedule System outages with System representatives and HQ AMC Maintenance Coordinator or their designated representative

· collate the necessary information for creating requests for higher level technical support

· ensure full data and system recovery to operational status upon completion of maintenance and/or recovery actions

· provide after action notification describing maintenance actions to the M/ACCC.

· monitor user load balance, for Systems with load balancing capability, and adjust and direct users to alternate sites/enclaves as required

· maintain clean servers, related equipment, and Systems areas

· create and maintain scripts for task automation

· assist in the operational validation of application updates, enhancements and changes for the purpose of assisting in ensuring that assigned applications and related systems function appropriately and meets configuration baseline and database software requirements

· track and monitor all customer support requests and troubleshooting and resolution actions in the Trouble Ticket Tracking System

· ensure trouble tickets are documented and protected according to classification level

· ensure final closed trouble ticket accurately reflects what the actual issue was and how it was it resolved

2.2.3 Network Administration

The Contractor shall provide network administration services consisting of effective network/appliance provisioning, installation, configuration, security, operation, and maintenance of Systems hardware, software, and related infrastructure. This includes all related local area and wide area networks or segments, data communications, and associated equipment, software, and appliances. These services consist of performing multiple, highly complex, technical tasks with a need to routinely upgrade skills in order to meet a changing production environment, applications, system designs, configurations, hardware, utilities, and operational conditions. The Contractor shall ensure the Systems hardware, operating systems, software systems, and related procedures adhere to government approved production configurations; government system availability and reliability standards; and OEM system operation and maintenance procedures. The Contractor shall perform 24/7/365 network administration services for the Systems.

The following is a listing of system and network administration functions that shall be performed by the Contractor:

· perform network monitoring including monitor alarms; verify the integrity and availability of all hardware, appliances, resources, and systems

· perform regular security event monitoring to identify any possible intrusions

· repair and recover from hardware or software failures

· coordinate and communicate with system manager and impacted constituencies for activities, (e.g. network maintenance, network failures, and other situations where network degradation and/or outage is observed or reported) in accordance with Government provided instructions

· notify appropriate authorities when a trouble ticket becomes Operations Reportable (OR) in accordance with Systems’ Operations Reportable (OR) Criteria

· apply operating system (OS) patches and upgrades; upgrade administrative tools and utilities; and apply Time Compliance Network Orders (TCNO), Information Assurance Vulnerability Alerts (IAVA), and other downward directed security patches

· upgrade and configure network software that supports infrastructure applications or per project or operational needs

· perform and/or support software and hardware fielding in accordance with software version document releasing instructions and/or COR instructions

· maintain operational, configuration, or other procedures (CDRL A009)

· monitor, maintain, and ensure currency of network device/appliance certificates

· provide performance reporting to support capacity planning

· perform ongoing performance tuning, hardware upgrades, and resource optimization as required

· maintain the network environmental and monitoring equipment

· solve technical issues with network equipment, appliances, utilities, or other network hardware and software

· propose software or hardware updates and other network enhancements to improve systems performance and reliability; schedule and coordinate level-appropriate maintenance

· troubleshoot and resolve network service issues, plus issues referred by system managers, program offices, the help desk, database managers, network engineers, systems administrators, and other technicians

· provide advanced troubleshooting skills and the ability to rapidly identify issues and provide restoration of issues

· provide rapid restoration of network anomalies including assistance with disaster recovery of the network

· identify, test, diagnose, and analyze troubles in the network

· keep detailed records and update logs of work activities

· initiate and process requests for firewall configuration changes and firewall configuration waivers when a customer with established System accounts requires network access and assistance,

· troubleshoot end-to-end network connectivity issues affecting the operations and performance of systems

· operate and maintain program specific Virtual Private Networks (VPN) and firewalls and other network appliances

· 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

· interpret network practices, diagrams, specifications, drawings, and service orders

· prepare system inputs, analyze system outputs, and maintain and repair various electronic systems

· install, repair, and adjust network equipment

· install, maintain, upgrade, modify, isolate and repair network devices, appliances, and system software/hardware

· 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

· coordinate and implement software code upgrades in all network equipment

· coordinate and implement installation of new equipment and products in the network

· coordinate and implement the removal of network equipment being displaced or replaced

· coordinate all maintenance actions and schedule System outages with System representatives and HQ AMC Maintenance Coordinator or their designated representative

· collate the necessary information for creating requests for higher level technical support

· ensure full availability and security to operational status upon completion of maintenance and/or recovery actions

· provide after action notifications describing maintenance actions to the M/ACCC

· monitor user load balance, for Systems with load balancing capability, and adjust and direct users to alternate sites/enclaves as required

· maintain clean network devices, appliances, and Systems areas

· track and monitor all customer support requests and troubleshooting and resolution actions in the Trouble Ticket Tracking System

· ensure trouble tickets are documented and protected according to classification level

· ensure final closed trouble ticket accurately reflects what the actual issue was and how it was it resolved

2.2.4 Database Administration

The Contractor shall provide database administration services. These services consist of performing multiple, highly complex, technical tasks with a need to routinely upgrade skills in order to meet changing database applications, system designs, and production environment conditions. Specific skill-based competencies are required to satisfactorily perform this task, which are the interaction and data transfer between hosts and clients of multiple hardware configurations, preparing and maintaining accurate records, and utilizing the functionality of pertinent software applications. Due to the rapidly evolving nature of IT, the Contractor shall keep pace with system and operational environment changes by ensuring it has the appropriate skill set to effectively perform the database administration task without delay and/or system degradation. The Contractor shall perform 24/7/365 database administration services for the Systems.

The following is a listing of database administration functions that shall be performed by the Contractor:

· troubleshoot and resolve database system malfunctions to meet operational parameters and resolve issues by detecting and isolating faults, and taking corrective action to restore to fully operational status

· upgrade databases for the purpose of ensuring their ability to use new and/or existing databases and related software

· ensure all issues and outages are properly documented in the Trouble Ticket Tracking System, systems change request repository, configuration management systems, or other government directed location

· analyze and sustain capacity and performance requirements

· analyze, consolidate, and tune databases for optimal efficiency

· monitor systems and platforms for availability and database systems serviceability

· back-up, cluster, mirror, replicate, and failover assigned databases

· restore and recover corrupted databases

· ensure database systems are configured to meet security directives

· build database servers, install, and configure database software on servers and stations

· perform database dumps, table maintenance, re-indexing, and database replication maintenance in accordance with industry standards and/or the applicable database maintenance guidance

· collate the necessary information for creating requests for higher level technical support

· install patches for applicable database software

· execute and monitor regular and ad hoc job execution in databases

· consult with software application developers on preparing SQL queries and effective use of features and options of the applicable database software

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

· resolve problems and meet user needs and system operational and functional requirements

· assist in the operational validation of application updates, enhancements and changes for the purpose of assisting in ensuring that assigned applications and related systems function appropriately and meets configuration baseline and database software requirements

· 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

· monitor compliance with DoD and US Air Force database security, integrity, and Personally Identifiable Information (PII) protection standards and procedures

· using a variety of database support processes , ensure the operation, stability and performance of the production databases and the availability of stored data

· 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

· enforce database schemas, tables, procedures, and permissions

· set up data sharing and disk partitioning according to configuration

· create and maintain scripts for task automation

· update operationally required data imports from approved sources and data extracts required to support operational needs, e.g., Digital Aeronautical Flight Information File (DAFIF) and weather data

· create, delete, and modify database user and privileged user accounts and access privileges

· notify appropriate authorities when a trouble ticket becomes Operations Reportable (OR) in accordance with Systems’ Operations Reportable (OR) Criteria

· track and monitor all customer support requests and troubleshooting and resolution actions in the Trouble Ticket Tracking System

· ensure trouble tickets are documented and protected according to classification level

· ensure final closed trouble ticket accurately reflects what the actual issue was and how it was it resolved

2.2.5 Web Site/Page Support

The Contractor shall provide Web page support by accomplishing the following:

· create and update Systems’ informational/support web sites/pages. In accomplishing this subtask the Contractor shall:

· receive requests for Web site/page updates and edit the web page in accordance with the updated request

· ensure website/page updates meet the requirements of HQ AMC, AF, and DoD web page standards including AFI 33-129, Web Management and Internet Use, and AFI 33-364, Records Disposition – Procedures and Responsibilities

· post, or forward for posting, and verify updated web page was posted correctly

2.2.6 Configuration Management (CM)

The Contractor shall provide robust CM for the production environment for all assigned Systems by adhering to Government standards and business best practices. To ensure the CM proactively controls system and software configurations the Contractor shall:

· ensure it has the production configuration baseline(s) of all hardware, software, and documentation as provided by the Government.

· provide, manage, maintain, and implement a production baseline Configuration Management Plan (CMP) (CDRL A010). The CMP shall address management and processes to ensure control of the system configurations and provide accurate tracking and reporting of all baseline hardware, software, virtual images, documentation, and configurations (including virtual images)

· ensure configuration control is implemented for all items identified in the various Systems’ production configuration baselines and production virtual images. Note: Configuration control of production virtual environments will be much more dynamic as virtual images are created and taken down in response to business demand, outages, and other factors.

· establish a system for identifying and reporting items that are incorrectly identified in the configuration baseline or missing from the production configuration documents

· 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 CM Plan (CDRL A010)

· perform software and hardware turnover audits to ensure all necessary items/documentation are received from the sources provided by the Government, document the results of these audits, and notify the COR of receipt and annotate any discrepancies

· establish and maintain a Configuration Management Library (CML) of the current production environment software, hardware, and virtual configuration, technical drawings, and documentation for the baselines operated and maintained by the Contractor

· maintain database for tracking all configuration items (CIs) for each of the supported environments, ensuring the status of all production baseline CIs are kept current

· verify that the software loaded on supported systems is the correct version, report non-compliance, and provide status to the COR

· perform physical configuration audits and take positive, proactive actions to ensure correction of any discrepancies noted

· support tracking, coordination, and reporting on TCNOs, IAVAs, and other downward directed security patches

3 SERVICES SUMMARY

CM baseline operated and maintained as per the CMP with 95% accuracy

(the timelines for mods/upgrades are determined during the planning process for each event based upon what specific tasks need to be done according to the installation procedures).

4 PROPERTY, EQUIPMENT, AND FACILITIES

4.1 General

Government property provided under this PWS is considered incidental to the place of performance, as the contract requires contractor personnel to be located on a Government site or installation, and the property used by the contractor within the location remains accountable to the Government. Items considered to be incidental to the place of performance include, for example, office space, desks, chairs, telephones, computers, and fax machines. The contractor shall assist the Government in accounting for Government-provided materials, property, and equipment in accordance with local procedures. If any incidental equipment is taken TDY by the contractor, they shall follow local procedures for accounatabilty of the equipment while it is away from the Government site or installation. (CDRL A005)

4.2 Access

The Government will provide access to all network, computer, automation, and telecommunication equipment (i.e., telephones, modems, faxes) necessary to meet the required work effort. The Government will provide access to the Government office information systems. The Government will provide working facilities equivalent to that provided to Government employees (e.g., workspace, desk, chair, telephone, and personal computer) for approved personnel as part of this contract. Up to 43 workstations will be made available. The contractor will ensure that its personnel comply with Air Force regulatory requirements governing the use of Government facilities and equipment to include facility management and facility security.

4.3 Property Protection

Property protection will be the responsibility of the local facility manager and local Government Security Manager, or their duly authorized representative in accordance with local installation’s Integrated Defense Plan. The contractor shall safeguard all Government-owned equipment and materials in the contractor’s possession or used in the day-to-day performance of the contractor’s work.

5 GENERAL INFORMATION

5.1 PERIOD OF PERFORMANCE

The period of performance for this contract will include a 3-month phase-in, 1-month Base Period, Four 1-year option periods, and a 8-month final option period.

5.2 Reviews And Approvals Of Reports, Data, And Deliverables

5.2.1 General

Documents and deliverables described in this PWS shall be prepared and submitted in accordance with the Contract Data Requirements List, DD Form 1423. Documents and deliverables should be presented in a professional manner on the prime contractor’s letterhead.

5.2.2 Document Management

The Contractor shall ensure proper control and coordination of all documents generated to fulfill the requirements of this contract, such that all data deliverables are on time, routine requests for published documents are fulfilled within one working day, and urgent requests for published documents are fulfilled within four hours.

6 PERSONNEL REQUIREMENTS

6.1 RETENTION OF CONTRACTOR PERSONNEL

The Contractor shall make every effort to retain personnel in order to ensure continuity until contract completion. If it should become necessary to substitute or replace personnel, the Contractor shall immediately notify the COR and CO in writing of any potential vacancies. The Contractor shall inform the Government of what projects or assignments might be affected with a change in personnel.

6.2 contractor Staff Requirements The following are specific contractor staff requirements:

6.2.1 Key Personnel Vacancy

The Contractor shall notify the CO and the COR not later than five working days before a vacancy of any of the key personnel identified in 6.3 of this PWS occurs.

6.2.2 Filling Vacancy

The Contractor shall make every reasonable attempt to fill any vacancy of a position described in the Technical and Management Work Plan in a time period not longer than a single billing cycle. The Contractor shall submit the resumes of replacement key personnel selected to perform under this contract to the COR and CO for Government review and validation skill sets. The Government has the right of refusal for replacement personnel.

6.2.3 Language Requirements

Contractor employees providing services directly on this contract shall read, write, speak, articulate, and comprehend technical English language to the extent necessary for the performance of the work.

6.2.4 Employee Rosters

The Contractor shall provide a list of all employees working under this PWS in the Technical and Management Work Plan (A001)

6.2.5 Crisis Response Services:

The Contractor shall respond to service requests within one hour unless a different response time is approved by the CO from notification to respond in crisis situations resulting from such activities as natural disasters, emergencies, acts of war, terrorist activities, and Systems failures. In the case of a local crisis, Contractor personnel may be required to relocate to alternate locations within the CONUS. The Contractor shall be required to participate in disaster, emergency preparedness, and Continuity of Operations (COOP) exercises, to the level directed by the COR.

6.2.6 Certifications and Work Experience

The Contractor shall ensure employees have and maintain any certifications and minimum years of experience acceptable in the commercial market and/or required by federal, state, and local laws that are necessary to accomplish the requirements of this PWS. As a minimum, personnel will display journeyman qualifications for the functions which they are assigned in support of this contract. Any certifications and minimum years of experience required shall be obtained prior to any employee performing work under this PWS.

6.3 Key Personnel

The Contractor must identify the following key personnel in the Technical and Management Work Plan (A001).

6.3.1 Contractor Site Manager

The Contractor shall provide the name of the Contractor Site Manager.

6.3.2 Contractor Alternate Site Manager

The Contractor shall provide the name of the Contractor Alternate Site Manager. In the event both the Contractor Site Manager and Alternate Site Manager are unavailable for more than one day, the Contractor shall notify the COR of an alternate point of contact (POC).

6.3.3 Technical Leads

The Contractor shall provide the names of the technical lead experts for system administration, network administration, and database administration to the COR in writing.

7 SECURITY REQUIREMENTS

7.1 Access to Government Automated Information Systems

Contractors requiring access to Government Automated Information Systems (AIS) shall have background investigations and security awareness training completed prior to the start of contract performance or immediately after being hired or transferred. When the period of performance is complete or Contractor personnel leave work on this project they will have five working days to terminate all network user accounts and to return all access cards and base identification badges. All Contractor and subcontractor personnel must have the appropriate security clearance before being authorized access to Federal Government computers and networks. For access to unclassified AF networks, the Contractor must have completed a verifiable National Agency Check and Written Inquiries (NACI) or higher level investigation.

7.2 Security Management

The Contractor shall oversee security concerns, identifying conflicts/concerns and solutions, and implement procedures to maintain control and auditing of security for its personnel, its data, and its computer system access. The Contractor shall ensure that all work remains compliant with all applicable Air Force Security instructions, security levels, and technical security directives.

7.3 Government Assistance

The COR will assist Contractor personnel in processing the necessary DoD forms to obtain base or area badges for access to Government facilities.

7.4 Handling and Safeguarding Classified OR SENSITIVE BUT UNCLASSIFIED Information

The Contractor shall provide for the handling and safeguarding of all classified or sensitive but unclassified information in accordance with AF standards for storing, processing, and handling classified information and systems. The Contractor personnel shall have the appropriate security clearance for the facilities in which the work is required.

7.5 Contractor Access

The Contractor shall comply with Scott Air Force Base (AFB) or other Federal Government facilities’ contractor identification procedures including identification of the Contractor and identification of contractor status at meetings. Contractor personnel shall comply with all Scott AFB instructions and security requirements, when entering, visiting or leaving the Air Base. These rules, regulations and security requirements include the following: presenting valid identification for base entrance, obeying all posted directives, and providing strict adherence to Security Forces direction in instances where Security Forces have been dispatched to a particular location. The Contractor is required to provide identification badges for their employees. All Contractor personnel shall wear these badges while on duty on the Government site. Badges are required to identify (including photograph) the individual, company name, and be clearly and distinctly marked as “contractor.” Size, color, style, etc. are to be mutually agreed to by the Contractor and the COR.

The COR, based on his/her assessment of the Contractor’s need, will provide the Contractor access to Systems facilities from the commencement of the contract until contract completion. Only Contractor (or subcontractor) personnel possessing the proper clearance will be authorized entry to restricted areas. All Contractor personnel must either have the appropriate building access permissions and identification cards or otherwise must be continuously escorted by Government approved personnel.

7.6…