FA4600-14-R-0017-0001.pdf

FA4600-14-R-0017

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83) Prescribed by GSA

FAR (48 CFR) 53.243

1. To match the Government’s expressed intention in Section L, CLINs E700 and E800 are both added to Section B in the amount of $1,500,000 each and CLIN 0500’s value is corrected to $6,000,000.

2. DFARS 252.227-7020 is removed from Section I.

3. Paragraph reference in Attachment 9, PP Information Document, Item H, is corrected from “M3.2.2.3” to “M3.2.2.2.”

4. Contact info is updated in Attachment 10, PPQ Cover Letter.

5. Attachment 15, Contractor Cost Price Model, is updated to provide more specif ic instructions and to correct a variety of formula and functional errors.

6. The hard copy requirement for the Contractor Cost Price Model is clarif ied w ithin Table L2. Past performance on IDIQ contracts is clarif ied in L3.2.3.

7. Attachment 20, Wage Determination, is updated to current applicable determination WD #05-2325 Rev 14.

8. Regarding EVMS, PWS 3.1.1 and H-clause 48 are updated; DFARS 252.234-7001 is removed from Section K.

9. See summary of changes.

1. CONTRACT ID CODE PAGE OF PAGES

S 1 91

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 17-Oct-2014

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X FA4600-14-R-0017

X 9B. DATED (SEE ITEM 11)

01-Oct-2014

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer is extended, X is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning 1 copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

17-Oct-2014

CODE

55 CONTRACTING SQ

101 WASHINGTON SQ BLDG 40

OFFUTT AFB NE 68113-2107

FA4600 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION B - SUPPLIES OR SERVICES AND PRICES

CLIN 0500

The CLIN extended description has changed from Fee/profit will not be allowed on the costs of hardware which is considered Other Direct Costs. However, this does not preclude the application of associated burden(s) (e.g. G&A, Material Handling, etc.) associated with those costs. The Government has pre-populated the amount for this CLIN at $4,500,000.00. Reference PWS Sections: 3.1., 3.1.3., 3.1.6., 3.1.7., 3.1.8., 3.2., 3.2.2., 3.2.7.1., 3.2.7.2., 3.2.7.3., 3.2.7.4., 3.2.8.2., 3.2.11., 3.2.12.1., 3.3., 3.3.3., 3.3.4., 3.3.5. and 5.1.3.3. to Fee/profit will not be allowed on the costs of hardware which is considered Other Direct Costs. However, this does not preclude the application of associated burden(s) (e.g. G&A, Material Handling, etc.) associated with those costs. The Government has pre-populated the amount for this CLIN at $6,000,000.00. Reference PWS Sections: 3.1., 3.1.3., 3.1.6., 3.1.7., 3.1.8., 3.2., 3.2.2., 3.2.7.1., 3.2.7.2., 3.2.7.3., 3.2.7.4., 3.2.8.2., 3.2.11., 3.2.12.1., 3.3., 3.3.3., 3.3.4., 3.3.5. and 5.1.3.3..

CLIN E700 is added as follows:

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

E700 1 Lot OPTION Expansion Taskings

FFP

This CLIN is for future potential efforts and may not be realized at time of award.

Expansion taskings placed against this CLIN will be Firm Fixed Price. If the need for these future efforts arises, the contractor will be asked to provide a price proposal based on a Statement of Objectives (SOO), Performance Work Statement (PWS), and/or Technical Requirement Document (TRD) that the Government will provide.

The Government has pre-populated the amount for this CLIN at $1,500,000.00.

This amount includes the application of associated burden(s) (e.g. G&A, Material Handling Fee, etc.) associated with those costs.

Reference Section H - Special Contract Requirement 46.

FOB: Destination

NET AMT

CLIN E800 is added as follows:

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

E800 Lot

OPTION

COST

This CLIN is for future potential efforts and may not be realized at time of award.

Expansion taskings placed against this CLIN may be Cost Plus Incentive Fee (CPIF), Cost Plus Fixed Fee (CPFF) Term, or Cost Plus Fixed Fee (CPFF) Completion. If the need for these future efforts arises, the contractor will be asked to provide a cost proposal based on a Statement of Objectives (SOO), Performance Work Statement (PWS), and/or Technical Requirement Document (TRD) that the Government will provide.

The Government has pre-populated the amount for this CLIN at $1,500,000.00.

This amount includes the application of associated burden(s) (e.g. G&A, Material Handling Fee, etc.) associated with those costs Reference Section H - Special Contract Requirement 46.

FOB: Destination

ESTIMATED COST

SECTION C - DESCRIPTIONS AND SPECIFICATIONS

The following have been modified:

PERFORMANCE WORK STATEMENT

1. INTRODUCTION

The purpose of this Performance Work Statement (PWS) is to specify the required USSTRATCOM Information Technology (IT) services, capabilities, and functions required to be provided under ITCC II. The PWS encompasses the scope of the ITCC II effort, to include IT infrastructure, mission critical systems, and applications.

Systems affected by the PWS and corresponding performance standards are listed in Section J, Attachment 2, Baseline and Services Summary (BASS) and Penalty Fee Plan (also referred to in the document simply as the

BASS).

The BASS identifies the authorized baseline and additional work authorized by contract modifications. All mission critical systems are identified in the BASS.

The main bodies of the PWS along with the BASS provide:

1) a requirements cross-reference matrix from the main body of the PWS to the BASS

2) a listing of all systems covered by this PWS

3) the required task/performance objectives

In the event of a conflict between the PWS and the BASS, the higher performance standard shall apply.

2. BACKGROUND

2.1. SCOPE

The scope of this contract is to provide core IT infrastructure capabilities and services to USSTRATCOM and its customers. The contractor will work with government civilians, military personnel, and other contractors while performing duties.

During the life of the contract, the USSTRATCOM headquarters is scheduled to move into a new building currently under construction. When this happens, ITCC II scope will temporarily increase to include remaining USSTRATCOM IT capabilities in the existing building, and to provide IT services and capabilities within the new headquarters building, both during and after the move. This effort is defined in section 4.1.

The ITCC II contractor shall be a partner possessing industry standard skill levels and appropriate security clearances to perform IT operations, maintenance, logistics; Program Management, and project and program engineering for the IT infrastructure.

This infrastructure includes, but is not limited to, the following:

1) all USSTRATCOM utilized networks, including JWICS for specific support requirements (identified in the BASS).

The utilized networks include Commercial, Unclassified, Secret, Top Secret-Collateral, and limited support for separate standalone networks; on fixed and mobile platforms.

2) standalone commercial off-the-shelf (COTS) hardware and software.

3) systems supporting Global Operations Center (GOC) operations.

4) systems supporting the Commander's Situation Room (CSR).

5) Other locations with USSTRATCOM IT assets.

The Government is the sole Decision Authority for USSTRATCOM's information technology requirements, whether the functions are performed by Government employees, under ITCC II, or under other contract vehicles.

As such, the Government Contracting Officer's Representatives (CORs)will have an active role in continuously monitoring and receiving ITCC II contract performance. Though the ITCC II Contractor is given wide latitude in implementing their processes to efficiently perform the ITCC II requirements, the Government is the requirements owner and sole determining party of current and future requirements.

2.2. OBJECTIVES

The primary objective of the ITCC II is to provide mission critical, integrated, operational support for the IT infrastructure essential to the current and evolving USSTRATCOM set of missions.

To achieve that objective, the following sub-objectives must be accomplished:

1) provide high-quality IT services to USSTRATCOM.

2) provide IT capabilities that meet mission standards where appropriate, and industry standards elsewhere.

3) provide the IT capabilities necessary for customers to perform their operational mission.

4) reduce the cost to USSTRATCOM of delivering services.

5) permit the contractor maximum flexibility in implementing IT to satisfy cost, schedule, and performance parameters.

6) maintain high customer satisfaction.

7) facilitate IT management through the evolution of a more common IT environment, thereby enhancing system and product interoperability.

8) Maintain required IA standards.

2.3. REQUIREMENTS

The Contractor shall provide IT and telecommunications services necessary to meet the USSTRATCOM requirements described within this PWS. The operational requirements in this PWS and the BASS were derived from operational requirements in the appropriate document for each Unified Command Plan mission area. The major support areas required of this contract are:

1) Program Management

2) IT Operations and Maintenance

3) Engineering

4) Applications Support

USSTRATCOM divides its IT products into service delivery areas (see Section 7.). Each service delivery area is managed by a government service delivery manager (SDM).

2.4. PERFORMANCE STANDARDS

Performance standards are specified in the Baseline and Services Summary (BASS) and Penalty Fee Plan, Section J, Attachment 2.

The BASS is structured to provide tiered levels of service: Platinum, Gold, Silver, and Bronze. These levels reflect only the acceptable level of service, and do not reflect mission criticality. Systems not specifically listed shall be assumed at the Silver level of service (or Platinum when there is only one level). In some instances, more than one but fewer than four levels could be identified. In those instances, the lower levels are identical to the lowest acceptable level. For example, if the Silver level is the lowest acceptable level of service, Bronze will contain the exact same standards.

Where no performance threshold is provided, performance shall be set at the Silver level, as defined in the BASS for that performance area. Not achieving those levels may reduce fee payment, as outlined in the BASS. Unless otherwise stated in the BASS; all system downtime, including that scheduled and agreed to by the government, shall count against performance thresholds.

Standards evaluations will be done by calendar month. Unless specified otherwise in the PWS, BASS, or the Incentive Fee Plan (Section J, Attachment 1) the evaluation period starts at zero hundred hours (0000) on the first day of the month and runs through midnight on the last day of each month.

3. SERVICES

The objective of ITCC II services is to optimize mission performance by acquiring managed services from a single provider. The goal is to accomplish this through an open, long term relationship between the contractor and the government, and by managing IT services with performance-based thresholds.

3.1. PROGRAM MANAGEMENT

The contractor shall:

1) develop and maintain an open, long-term relationship between the service provider and the government.

2) make recommendations to evaluate and enhance appropriate USSTRATCOM processes, policies, issues, etc. to improve IT support for mission and HQ management needs for all directed USSTRATCOM IT infrastructure, COTS hardware and software, and specified GOTS software, systems and equipment.

3) perform project management duties to include but not limited to: ensuring projects and deliverables are within project scope (including being within specifications and relevant SLAs), delivered on schedule, and delivered within budget.

4) inform USSTRATCOM management of the projected and actual performance and cost variances through reports, briefings, and other regular communications (including submittal deliverables and products of the program).

5) ensure all work under the ITCC II complies with USSTRATCOM, DOD, and other Federal regulations, policies, and procedures.

6) institute management and engineering processes and products that comply with relevant industry standards.

These include:

a) complying with ISO 20000 and ISO 9001 series or equivalent standards.

b) ensuring management positions obtain and keep ITIL or equivalent certification.

7) propose SLA metrics to monitor key areas of performance.

8) re-validate each SLA annually with the government, or more often if changing mission requirements necessitate a new agreement.

9) organize the contract's subCLINs by service delivery area.

10) invoice at the subCLIN level, IAW Section J, Attachment 17, Cost Reporting Structure. Meeting with service delivery managers during the transition period is key to ensuring proper invoicing; which facilitates transparent and traceable cost tracking as well as timely payments.

3.1.1. EARNED VALUE MANAGEMENT SYSTEM (EVMS)

Objective:

Implement earned value management system (EVMS) cost reporting that provides cost variance analysis.

The PM will notifiy the contractor if EVMS thresholds are met or exceeded, and the contractor shall then be required to utilize an acceptable Earned Value Management System IAW DFARS 252.234-7002.

3.1.2. QUALITY MANAGEMENT

The contractor shall:

1) obtain ISO 9001 and 20000 organizational certifications (or equivalent) within 1 year of contract start.

2) maintain ISO 9001 and 20000 organizational certifications (or equivalent) from year 2 of the contract until contract completion.

3) have sufficient ITIL (or equivalent) certified management personnel to effectively implement ITIL (or equivalent) processes.

4) develop and maintain a Program Quality Manual (PQM).

5) document the standards, guidelines, and processes to monitor and report status metrics or indicators of system performance and requirement accomplishment for all life-cycle phases in the PQM.

6) verify project products and activities against the applicable procedures and standards documented in the PQM.

7) include a Customer Satisfaction Program (CSP) in the contractor’s Quality Assurance Program. The CSP shall include monthly, quarterly, and annual customer assessments and reviews and shall be reported in the monthly Program Management Review CDRL (A005)

8) work with the customer to develop a quality assurance program within USSTRATCOM's ITCC II program.

9) make the PQM and CSP available for government review and approval.

3.1.3. HUMAN RESOURCES: EMPLOYEE RECRUITMENT/CLEARANCES

Objective: Provide appropriate mix of personnel with the required skills, certifications, and clearance levels to perform contract requirements.

The contractor shall:

1) provide processes demonstrating how personnel with the required skills, certifications, and clearance levels to perform contract requirements will be hired and maintained.

2) provide personnel with appropriate clearance levels to perform contract requirements.

3) provide an appropriate mix and distribution of professionally certified personnel to perform contract functions in the following areas:

a) Microsoft products.

b) support, administration, and engineering.

c) SUN / Oracle administration, hardware, and database administration.

d) Certified System Administrator (i.e., SCSA).

e) appropriate network hardware and OS professional and security certification.

f) security, Cybersecurity, and administration certifications as specified by DOD guidance (e.g., DODI 8500.01 and DODD 8570).

g) project management professional.

h) printers, digital scanners, and networked multifunction copiers.

i) video teleconferencing certifications.

j) enterprise TV.

k) VoIP.

l) digital signage.

m) LINUX certifications for LINUX platforms.

n) certifications for virtual environments, including VMWare.

o) storage area networks, network attached storage, tape backup equipment, and data storage administration.

Specific certification titles will change with industry standards and with the USSTRATCOM IT environment.

4) provide appropriately cleared personnel to escort visitors in all ITCC II areas of responsibility.

5) ensure required individual (A+, CISSP, etc.) and organizational (ISO 20000, etc.) certifications are obtained and renewed as required to maintain proficiency in their required area of expertise at no direct cost to the government.

3.1.4. RISK MANAGEMENT

Objective: Identify risks then develop and implement mitigation actions as required.

The contractor shall:

1) develop, implement, and maintain a risk management plan to manage technical risks (e.g., performance, requirements stability/traceability, externally imposed requirements) and management risks (e.g., cost, schedule, staffing).

2) identify and utilize an automated risk management tool in the risk management plan.

3) describe the processes for the following in the risk management plan:

a) identification of risks.

b) proactive planning for risks.

c) assessing risks.

d) monitoring of risks to identify deviations from planned events.

e) management of risk to include implementation of mitigation actions.

f) reporting.

4) consistently use established risk management process to manage, mitigate, and report risks in areas where contractor is responsible for management activities.

5) establish a risk management board that will brief the government on a quarterly basis.

3.1.5. CONFIGURATION MANAGEMENT

Objective: Implement configuration management processes to document and manage the IT infrastructure configuration baselines and provide government insight.

The contractor shall:

1) develop, deliver, and implement a configuration management plan (CDRL A012) based on industry (e.g., ISO

20000, ITSM) and DOD standards that describes configuration management processes for the documentation, control, and maintenance of IT baselines for systems identified in the BASS.

a) The configuration management processes will guide:

i) data and document management.

ii) change control due to installations, upgrades, software patch releases, etc. This shall include management and maintenance of configuration baselines, to include full documentation of the continuous configuration baseline in a government approved configuration management system (CMS) IAW the BASS. The contractor shall coordinate changes with Functional and Program Management as required.

iii) the use of a web based configuration management controlled repository that allows government insight using a standard web browser (currently Internet Explorer).

iv) reporting and record keeping.

b) The contractor configuration management program shall encompass mission critical systems as follows, and as directed.

i) For GCCS-J, configuration management products must be tailored to support Joint Staff reporting requirements.

ii) For the GOC, the contractor shall support GOC designated configuration management representatives in ensuring that changes to the baseline, including new/updated drawings and tech manuals, are continually updated to maintain currency IAW the BASS.

c) The configuration management plan will include at a minimum: make, model, serial number, acquisition date, acquisition cost, implemented software, and operations and maintenance (O&M) costs for the projected lifespan. Other items may be added as required.

2) maintain current technical drawings (including “as-built” drawings), manuals, and other technical documentation in a master repository for all IT systems unless specifically exempted by the government contract manager.

3) maintain network diagrams that include all network hardware (routers, switches, etc.) rack location, rack elevations, cable locations and lengths, and network topology. Where no existing diagrams exist, the contractor shall document cables and hardware as discovered or installed.

4) adhere to the established asset management and configuration management processes to ensure all inventories and baseline configuration data are updated and current.

5) IAW USSTRATCOM CIO policy, ensure no hardware or software is installed unless a support agreement is in place and the hardware or software is properly approved.

6) mark all delivered products IAW section 6. of this PWS.

7) deliver these products upon request by the government.

3.1.6. LIFE-CYCLE PLANNING

The contractor shall:

1) IAW CDRL A011 develop for government approval, a life-cycle management plan that directs the development, upgrades, sustainment, and disposal of USSTRATCOM IT infrastructure assets.

2) provide recommendations to the life-cycle management processes using industry best practices tailored to

Command requirements for upgrades, replacement, sustainment, and disposal of all USSTRATCOM IT hardware, software, and infrastructure.

3) deliver the inputs to the USSTRATCOM life-cycle management plan updates annually or more often as required.

4) address these inputs to the life-cycle management plan:

a) capacity planning information to include both day-to-day status monitoring as well as forecasting.

b) current configuration baseline of hardware, software, and network assets.

c) current and future operational needs and utility of hardware, software, and networks.

d) new operating system and application versions.

e) cloud computing and its potential savings and impacts on mission accomplishment.

f) impacts to the architecture and the life-cycle cost of modifications.

g) logistics, such as procurement, warehousing and IT disposal.

h) full systems development (conceptual planning through development and deployment).

3.1.7. PROCUREMENT

The contractor shall ensure all contractor procurements meet specifications and parameters as defined in the technical solution and implementation plans. Procurements shall include, but not be limited to: hardware, hardware maintenance, original equipment manufacturer (OEM) maintenance, IT training, software, software licenses, and warranties.

The contractor shall provide maintenance services and logistical support for IT systems within scope of this PWS.

At a minimum, the following shall always be met:

1) assets are purchased and delivered on schedule.

2) assets are within budget.

3) assets fully satisfy documented requirements.

4) assets are returned for defect warranty equipment, when necessary.

5) procurement shall be done IAW the BASS.

6) assets shall be purchased IAW Supply Chain Risk Management procedures per National Institute of Standards and Technology (NIST) Special Publication 800-53 Revision 4, titled Security and Privacy Controls for Federal Information Systems and Organizations; and any USSTRATCOM Instructions or publications (currently Cyber SCRM Guidebook).

7) any benefits, tangible or intangible, realized from purchases made on behalf of the government shall be passed to the government for disposition within 10 working days of receipt (or sooner if 10 working days is too long to take advantage of the benefit). This includes, but is not limited to, credit for goods, training vouchers, merchandise, services, etc.

3.1.8. PHASE-IN

Important work will be in progress while phasing into this contract. Interruptions or delays of any of this work could have significant impacts on mission accomplishment. It is essential that attention be given to minimize disruptions during the phase-in period. Therefore, the contract must provide for maximum cooperation between incumbent and successor while insuring that all work receives adequate attention during phase-in.

To ensure a smooth phase-in, the contractor shall:

1) cooperate with the incumbent contractor and the government

2) assume overall contract responsibility once the incumbent has transferred out.

3) familiarize itself with the USSTRATCOM service delivery Model and ensure invoices are billed correctly at the subCLIN level per Section J, Attachment 17, Cost Reporting Structure.

3.2. IT OPERATIONS & MAINTENANCE

Objective(s):

− Meet IT requirements of USSTRATCOM users.

− Provide integrated IT infrastructure capabilities and services for operations, maintenance, security, installation, monitoring, and decommissioning functions required to sustain and enhance the command’s existing and future infrastructure.

− Deliver IT managed services through SLAs with performance-based thresholds to ensure USSTRATCOM UCP mission accomplishment IAW mission availability requirements.

− Maintain clear government insight by providing access to management data that is directly traceable and verifiable to contract requirements for cost, schedule, and performance (CDRLs A001, A007, A008, A010).

− Provide effective management of IT hardware and software.

3.2.1. PERFORMANCE STANDARDS

Specific performance standards are set for each area in a tiered Platinum, Gold, Silver, Bronze manner. Each performance standard is tied to performance levels tied to service delivery areas, and is managed by a government service delivery manager (SDM). For each area, the contractor shall:

1) provide support to all USSTRATCOM IT equipment on all networks, including JWICS for specific support requirements as identified in the BASS.

2) provide performance and availability IAW the PWS and the BASS.

3) ensure that developmental, test, production, and operational system capabilities and availability meet mission and operational requirements.

4) obtain government approval for any scheduled downtime. Government approved scheduled system downtime will be held against system availability thresholds.

5) provide IT operations and maintenance expertise and support for operational acceptance testing during systems development and integration prior to components becoming part of the operational baselines in support of systems engineering, development, testing, and integration efforts.

6) fully support exercises, contingencies, INFOCONs, real-world events (natural and man-made disasters, war, etc.) and security issues on a 24x7 basis as required, to include scenario development and event responses.

This will require the contractor to work with USSTRATCOM (GOC, Network Security Office, etc.) and non– USSTRATCOM (NSA, CCMDs, AF, etc.) offices and agencies.

7) working with the government, establish sufficient spare component inventory for mission critical components as necessary to maintain the agreed service levels. These may include, but are not limited to: servers, workstations, routers, switches, and PCs.

The government shall be granted unlimited usage rights for any software, scripts, batch files, etc. written by contractors to aid in any IT Operations and Maintenance support.

3.2.2. FORMULAS AND DEFINITIONS

There is no rounding on performance measures and formulas. All measures are stated as a minimum acceptable level. The contractor shall report one significant digit more than required for all measures. All extra digits shall be truncated. For example, if a performance level is set at 99.9%, and the actual performance is measured at 99.9899,

99.98 shall be reported.

All formulas and calculations shall be calculated where all numbers contain one significant digit more than required for that measure, as previously described.

Operational - A system shall be considered operational even if specific hardware is not functional if all mission users can access required applications and obtain required data in the manner and timeliness outlined in the BASS.

Non-Operational - A system shall be considered non-operational, even if all hardware is operational if at least one mission user cannot access required applications or obtain required data in the manner and timeliness outlined in the

BASS.

Down Time – System or system information is unavailable to any end user. There is no prorating of down time.

Down time starts when either: 1) an end user reports unavailability/system problems to the help desk, or 2) when automated tools report system problems. In all cases the more restrictive measure will be used.

For all calculations, Down Time = total time (in seconds) the system in question non-operational Availability Percent = [(Maximum System Availability – Down Time)/Maximum System Availability]*100 Maximum System Availability = Total seconds in the performance period

3.2.3. SECURITY

The contractor shall:

1) comply with the CYBER DEFENSE clause of Section H.

2) comply with applicable security policies and directives.

3) provide a Cybersecurity Report (CDRL A006) to describe their environment that safeguards DOD non-public information resident on or transiting the contractor's unclassified information systems from unauthorized access and disclosure. Protection measures applied should consider the risks (i.e. consequences and their probability) of loss, misuse, unauthorized access, or modification of information. The report shall address the SANS (SysAdmin, Audit, Network, Security) Institute’s Twenty Critical Security Controls for Effective Cyber Defense:

Consensus Audit Guidelines (http://www.sans.org/critical-security-controls). The report will be updated 30 days prior to exercise of an option period.

3.2.4. MONITORING

For USSTRATCOM networks, the contractor shall:

1) provide predictive problem isolation to support IT operations consistent with the level of technology in the infrastructure.

2) monitor the IT environment for any security related incident (malicious code, mishandled passwords, unauthorized exposure of classified information, etc.). Events shall be reported to government upon discovery.

3) monitor and maintain an awareness of the environmental conditions of the IT facilities. Anomalies (i.e., temperature, humidity, water, dust, etc.) shall be reported to the designated government agent IAW the BASS and as conditions warrant. Appropriate action shall be taken to prevent damage and to protect the IT infrastructure.

4) maintain day-to-day insight into workflow activities and, as required, notify, and escalate more complex issues to the service delivery manager.

3.2.5. SPECIALIZED SUPPORT

Specialized support includes planning, execution, administration, operation, maintenance, evaluation, and reporting for mission critical or mission essential systems.

Program managed systems, such as GCCS-J, the GOC, and other systems as directed may require specialized support for installation, integration, and testing with government identified vendors or contractors. These programs may also have a designated consolidated support center for which ITCC II supports trouble reporting.

The contractor shall support the reprioritization of projects and assignments in support of exercises, staff assistance visits (SAVs), contingencies, real world events, and special projects. Support for SAVs and exercises shall be IAW SI 508-09 and SI 508-05.

3.2.6. ISPAN MPAS ENTERPRISE (EDB) PERSONNEL RELIABILITY PROGRAM (PRP)

The ISPAN MPAS EDB PRP environment is a subset of the ISPAN MPAS EDB production database environment and has its own supporting storage and backup equipment. The ISPAN MPAS EDB PRP environment is housed in two separate server rooms on different floors. Access to these PRP server rooms and the associated ADPE is governed by the Personnel Reliability Program.

The contractor shall:

1) ensure personnel who perform system and database administration for the ISPAN MPAS Enterprise Database

(EDB) PRP environment are PRP certified. PRP certification shall be IAW DODI 5210.42-R and SI 227-02.

2) perform full database backups daily and perform database restorals as needed IAW the BASS.

3) adhere to PRP guidance per DOD, Air Force, and USSTRATCOM directives.

4) notify the government on an annual basis of the individuals designated to fill the PRP positions.

3.2.7. FIELD SERVICES

3.2.7.1. Hardware Maintenance

The contractor shall:

1) manage and maintain identified system components (hardware, software, and network) to meet critical and non-critical mission requirements IAW the BASS. A list of systems is contained in the BASS.

2) monitor USSTRATCOM networks and systems and provide appropriate equipment spares (at government expense) to return covered systems, networks, and servers to operational capability IAW BASS thresholds and timelines.

3) manage hardware system components IAW the approved Life-Cycle Management Plan and the Technical Refreshment Plan, for replacement prior to component obsolescence or non-supportability based on government direction.

4) replace equipment and components prior to becoming obsolete or non-supportable.

5) track and report consumption usage of spare and repair parts to the government.

3.2.7.2. Deployment Center

Installations and upgrades will occur over the life of the contract to ensure mission requirements SLAs are met.

Hardware purchased by USSTRATCOM may include off-site locations for delivery and installation. To support deployment at all USSTRATCOM directed locations, the contractor shall:

1) provide deployment services to the user environment for IT hardware.

2) ensure compliance with all security requirements associated with hardware and software implementation and maintenance.

3) install (including assemble, setup, configure, and test) identified system components and new configurations IAW the BASS. Systems components identified in the technical solutions and implementation plan may include:

desktop, server, appliance, mission directed, and network software and hardware.

4) complete upgrades and additions to existing hardware successfully as defined in the BASS.

5) coordinate installations, changes, and moves of hardware and software with appropriate government representatives.

3.2.7.3. Warehouse and Logistics

The contractor shall:

1) manage warehousing and logistics for all USSTRATCOM IT required to sustain and enhance the command’s existing and future infrastructure including IT for:

a) USSTRATCOM networks and standalone devices

b) USSTRATCOM related sites

c) USSTRATCOM Mission Critical Systems

2) logistically maintain products IAW the BASS and the approved technical solution and Implementation Plan, as applicable.

3) support storing and pre-staging all incoming, outgoing, and spare IT hardware and software components.

4) include inventory control/management until Equipment Custodian (EC) or PM acceptance.

5) ensure all accountable IT items are accepted on another EC account before release.

6) include preparation of items for shipment, including but not limited to, packing and unpacking boxes, sorting materials, verifying shipments, and loading trucks.

7) provide preventive maintenance for material handling equipment.

8) support any equipment or software returned for any reason, including warranty repair.

9) support hardware deliveries transitioning through the warehouse made by non-USSTRATCOM agencies.

10) dispose of all packing and waste material IAW USSTRATCOM, AF, and DOD guidance

3.2.7.4. IT Disposal

The contractor shall:

1) IAW the BASS, support salvage and disposal services for all USSTRATCOM IT hardware and software components within the command, including systems not owned by USSTRATCOM such as GCCS-J.

2) dispose of all hardware and software products using processes and checklists that comply with applicable laws and government policies.

3) account for assets IAW applicable policies and laws.

4) ensure no classified media is disposed of unless accompanied by specific government authorization.

5) update records in Remedy for all hardware and software disposed to reflect changed status.

3.2.8. SERVICE CENTER

Objective(s):

− Operate a single Service Center capability to coordinate all customer maintenance and service issues and requests.

− Achieve customer satisfaction rates IAW the BASS.

3.2.8.1. Service Center Operations

1) The contractor shall provide USSTRATCOM with a Service Center as the single point of contact, available IAW BASS direction.

2) For all identified USSTRATCOM IT systems, covered networks, and components, the Service Center shall:

a) provide live assistance via a live service center technician IAW the BASS for all USSTRATCOM IT systems.

b) collect information for IT Systems not serviced by this contract and act as an intermediary between the

USSTRATCOM customer and the service provider. The intent is for the ITCC II service center to be the single point of contact for all USSTRATCOM IT issues. ITCC II required timelines for non-ITCC II supported systems shall be no shorter than those delivered by that service provider.

c) field trouble calls and assistance requests and coordinate IT support required to sustain and enhance USSTRATCOM’s infrastructure and the mission-critical GOTS systems.

d) provide the customer a trouble ticket number IAW the BASS.

e) track up-channel reporting, required by systems such as GCCS-J, etc. as specified in system guidance.

f) maintain first call resolution IAW the BASS through documented fix actions, lessons learned, industry practices, and standards of troubleshooting.

g) perform routine services such as user password resets and CAC/token PIN resets requested by callers and visitors IAW the BASS.

h) perform creating, updating, and deleting user and system administrator accounts IAW the BASS, SI 301-6, and security requirements.

i) use government provided automated tools (currently Remedy and Avaya ACD call center) for service requests.

j) notify the appropriate areas and assign a point of contact for all calls IAW the BASS.

k) maintain workflow status information for accuracy and currency and make the information available to customers 24x7 IAW the BASS. Status information includes: description of the fix action, estimated time of completion, and responsible POC.

3) Reporting shall be traceable and reconciled to customer cost centers and mission work centers for:

a) service center calls and resolution

b) network, server, and shared resource availability

c) patterns of use

d) recommendations for improvement

3.2.8.2. VIP Support

The contractor shall support General Officers and their staff, Flag Officers and their staff, Senior Executive Service (SES) users and their staff, foreign officers, and others as defined by the government as a priority group for services.

These include support for trouble tickets and issues identified through Executive Communications.

1) Mobile Devices

a) USSTRATCOM Executive Management and Staff are authorized mobile devices for utilization and travel.

Mobile devices may consist of laptops, smart phone devices (such as the Blackberry, iPhone, or Android), or tablets (iPad, Android, etc.).

b) The Contractor shall perform the following USSTRATCOM mobile device activities:

i) if needed, purchase of software licenses for servers and clients (to include technical support and maintenance).

ii) break/fix actions to return the device to service.

iii) hardware maintenance and troubleshooting support.

iv) connectivity and service restoral, including mail and management servers; connectivity for

SIPRNET/NIPRNET; and applications required to maintain connectivity and services.

v) manage and administer any servers needed for support (such as Blackberry Enterprise Server (BES)).

Security and update patching shall be competed IAW the BASS for that system.

2) Home Support

a) USSTRATCOM General Officers, Flag Officers, and SES users are provided USSTRATCOM communications and computer devices for use at home. These devices include: PCs connected to USSTRATCOM networks, printers, routers, switches, cabling, and encryption devices.

b) The contractor shall perform the following to support USSTRATCOM devices in GO/FO/SES homes:

i) management of the devices as though they were located in the headquarters building regarding device refresh, patching, operations, software installation, HW/SW maintenance, and ensuring the device meets all required Cybersecurity policies.

ii) management, maintenance, and operation of connectivity between the home devices and headquarters networks.

iii) break/fix actions to return to service.

iv) installation and maintenance of cabling required in-residence to access USSTRATCOM networks (on-base residence only)

v) maintenance and troubleshooting for all USSTRATCOM equipment, any commercial equipment used for connectivity (within agreements with the affected commercial provider), encryption devices, and any other hardware, software, service, or device used for USSTRATCOM business.

3) All services and support for VIP users, depending on user group, may be considered mission support, so shall require 24x7 support and response times IAW the BASS.

3.2.9. END USER PROVISIONING

The contractor shall implement procedures to manage, maintain, and administer end-user computing devices (PCs, UNIX/LINUX workstations, Virtual Desktops, Blade PC/ClearCube, tablets, laptops, etc.) and peripherals (printers, plotters, scanners, keyboards, mice, monitors, CAC reader, etc.) to meet operational availability and all mission requirements.

All desktop Administrators must have at least a Top Secret (TS) security clearance. Other clearances may be required for access to specific computers or systems.

The contractor shall perform common procedures for all desktops and workstations that shall encompass functions such as:

1) adding and configuring new computing devices and peripherals IAW the BASS.

2) setting up and maintaining administrator accounts IAW the BASS.

3) installing system-wide software IAW the BASS complying with security policy/procedures and using automated packaging whenever possible.

4) file management, including management, backup, and restoral of shared drive resources IAW the BASS.

5) allocating and managing storage space.

6) monitoring all desktop systems to load and verify software and patches and to provide system metrics as requested.

7) performing preventive maintenance.

8) diagnosing, repairing, upgrading, replacing or adjusting defective, broken, and damaged components.

9) installing existing software for individual PCs, workstations, clients, etc. Existing software is software where the government owns license or rights to install and operate. Purchase of new copies of existing software shall be considered existing software. Existing software must have DAA approval before installation. Purchase of new titles shall not be considered existing software.

10) upgrading existing client software and operating systems IAW the BASS as new releases are available and approved for installation.

3.2.10. SERVER (PHYSICAL AND VIRTUAL)

The contractor shall implement procedures to manage, maintain, and administer all system support elements including hypervisors, physical and virtual servers, and storage services to meet mission requirements.

Common procedures for all servers shall encompass at least these functions:

1) adding and configuring new servers and storage equipment.

2) setting up and maintaining LAN and WAN administrative accounts.

3) installing and updating system-wide software IAW the BASS, complying with security policy/procedures.

4) file management.

5) allocating and managing storage space.

6) performing backups and restores.

7) load and performance monitoring, to include monitoring all system components to identify potential problem areas and assisting in devising targeted metrics to assess system performance on an ongoing basis.

8) performing preventive maintenance.

9) diagnosing, repairing, upgrading, adjusting, or replacing defective, broken, and damaged components.

10) providing support for all end user change requirements including all administrative changes on the servers, routing table updates and access control list changes.

11) providing services (including access control services) to allow the user to store and retrieve files on shared, controlled access storage media.

12) creation, deletion, modification, maintenance, backup, and recovery of SQL databases.

13) upgrading existing server programs, applications, and operating systems IAW the BASS as new releases are available and approved for installation.

All Systems Administrators shall have at least a Top Secret security clearance. System Administrators on SCI systems require a TS SCI clearance.

3.2.11. HARDWARE, SOFTWARE, AND FIRMWARE INSTALLATION, MAINTENANCE,

UPGRADES, AND DEPLOYMENTS

IAW the BASS, the contractor shall:

1) perform all hardware, software, and firmware upgrades.

a) all hardware, software, and firmware versions/upgrades shall be installed and maintained IAW industry best practices and IAW DOD standards and regulations.

b) the contractor shall coordinate all hardware, software and firmware versions/upgrades with applicable government PMs, FMs, and service delivery managers.

2) provide ITCC II personnel with applicable specialized system administration training as recommended by the manufacturer of their systems.

3) work with outside contractors, vendors, and support desks as needed for hardware and software support.

4) assist outside contractors with upgrades and deployments as required.

5) use automated means to deploy software (packaging) to the greatest extent possible.

3.2.12. NETWORK SERVICES

Network services will be provided IAW the BASS. USSTRATCOM networks covered by Network Services include:

a) Commercial networks (Cox, Qwest, etc.)

b) USSTRATCOM Unclassified network

c) USSTRATCOM Secret network

d) USSTRATCOM Top Secret-Collateral network

e) USSTRATCOM Mission Assurance and Analysis Directorate (UMAAD) network

f) Global Command and Control System-Joint (GCCS-J) network

g) Other mission critical networks

h) Separate standalone networks

i) Networks on fixed and mobile platforms

Network services encompass performing operations and security for all network hardware and software associated with the USSTRATCOM networks, including performing software and firmware patching and updates for all network equipment IAW the BASS.

3.2.12.1. Network Operations

In support of network operations, the contractor shall:

1) manage, operate, maintain, and administer network components to meet operational, availability, and mission requirements.

2) implement procedures to manage, maintain, and administer the network components, to meet operational, availability, and critical and non-critical mission requirements, based on industry best standards.

3) implement load and performance analysis and monitoring to:

a) identify potential problem areas.

b) provide assistance in devising targeted metrics to assess network performance on an ongoing basis

c) assist in capacity planning.

d) eliminate bottlenecks in the network.

4) provide interoperability with external networks.

5) ensure availability IAW the BASS.

6) perform IP address management through DHCP and DNS services.

7) perform switching and routing table configuration.

3.2.12.2. Network Security

Network Security is responsible for providing 24x7 monitoring of the security of the USSTRATCOM networks.

Computer Network Defense (CND) and Cybersecurity shall be provided IAW DODD O-8530.1, CJCSM 6510.01, 8510.01, and DODI 8500.01.

In support of network security, the contractor shall:

1) report network incidents and threats, IAW STRATNOC procedures, in real time by continuous monitoring of several tools and resources.

2) perform security Information Assurance Vulnerability Alert (IAVA) patch actions as directed by the designated government Security Office.

3) implement security procedures to encompass Internet security, firewall administration, virus protection strategies, and protection from unauthorized access.

4) as directed by the government, perform reviews of random workstation configurations, server logs, and firewall reports, for anomalies, alerts, and alarms, and forward all findings to appropriate command Cybersecurity functions.

5) handle all intrusion prevention and detection, log correlation and review, email content scanning, intelligence report review, and network anomaly detection services which provide integrity and confidentiality of CDR USSTRATCOM situational awareness and C2 capabilities.

6) be compliant with DODD 8570.1 requirements for CND and Cybersecurity technical certifications.