Avid_Performance_Work_Statement_FY19.pdf

Performance Work Statement (PWS)

AVID Artist DNxIQ, Interplay Hardware/Software, NEXIS Hardware/Sofware, Pro Tools

Hardware/Software, Media Central Software, and Media Coposer Software Maintenance Contract

Fairchild AFB, WA

01 October 2018

1. Description of Services. The contractor shall provide software updates, hardware and software support, hardware warranty replacement (DNxIO, Interplay, NEXIX, Pro Tools HD), and troubleshooting for Avid Media Composer, Interplay, NEXIS, Avid Pro Tools, and Avid Media Central systems at the Joint Personnel Recovery Agency (JPRA) 11604 W. Newkirk Road, Spokane WA, in accordance with all federal, state, and local laws, and regulations;

manufacturer’s recommended standards; commercial requirements; copyright laws and this Performance Work Statement (PWS).

1.2. Scope of Work. The scope of coverage ensures the Avid Interplay, Pro Tools, and Media Central systems stay up‐to‐date and operational.

1.2.1. Support. The contractor shall provide fully‐trained Avid technicians for support on Avid hardware and software. This support includes: Diagnose problems; repair and replace failed hardware; software updates; Code Blue escalation at Avid’s discretion. (Note: Avid uses a “Code Blue” escalation process for high severity level issues that immediately engages the highest levels of technical resources, and communicates status to senior executives at both the customer and Avid.)

1.2.1.1. Avid Artist DNxIQ requires Extended Hardware coverage. The contractor shall provide 7 days x 24 hours technical support via telephone for Critical Issues with High Priority queuing. “High Priority” means the call will be answered before all calls preceding it are answered, except for calls of the same or higher priority. The contractor shall use reasonable commercial efforts to address these calls within 4 hours. JPRA will be entitled to have replacement parts shipped in advance of Avid receiving back the faulty part. JPRA will not be able to send hardware parts or logs to the contractor, due to the nature of the government work. In addition, JPRA will not allow remote access to any of the Avid systems. If needed, JPRA may be able to send proof of hardware destruction by sending a top plate, rear panel, etc. Avid will use reasonable commercial efforts to ensure Next Business Day dispatch from their depots. The contractor will make available to JPRA software patches and software and firmware updates. “Updates” are any of the following: maintenance releases and software feature releases (also called software upgrades.) When applicable, the contractor may also distribute bug fixes.

1.2.1.2. Avid Interplay requires ExpertPlus with next business day hardware replacement level of support. The contractor shall provide 7 days x 24 hours technical support via telephone for Critical Issues with High Priority queuing. “High Priority” means the call will be answered before all calls preceding it are answered, except for calls of the same or higher priority. The contractor shall use reasonable commercial efforts to address these calls within 4 hours. JPRA will be entitled to have replacement parts shipped in advance of Avid receiving back the faulty part. JPRA will not be able to send hardware parts or logs to the contractor, due to the nature of the government work. In addition, JPRA will not allow remote access to any of the Avid systems. If needed, JPRA may be able to send proof of hardware destruction by sending a top plate, drive top, etc. Avid will use reasonable commercial efforts to ensure Next Business Day dispatch from their depots. The contractor will make available to JPRA software patches and software updates. “Updates” are any of the following: maintenance releases and software feature releases (also called software upgrades.) When applicable, the contractor may also distribute bug fixes.

1.2.1.3. Avid Media Central requires ExpertPlus level coverage. The contractor shall provide 7 days x 24 hours technical support via telephone for Critical Issues with High Priority queuing. “High Priority” means the call will be answered before all calls preceding it are answered, except for calls of the same or higher priority. The contractor shall use reasonable commercial efforts to address these calls within 4 hours. JPRA will not be able to send logs to the contractor, due to the nature of the government work. In addition, JPRA will not allow remote access to any of the Avid systems. The contractor will make available to JPRA software patches and software updates. “Updates” are any of the following: maintenance releases and software feature releases (also called software upgrades.) When applicable, the contractor may also distribute bug fixes.

1.2.1.4. Avid Media Composer requires Standard level support. The contractor shall provide 24‐hour response Monday‐Friday, 48‐hour response Saturday and Sunday, technical support via telephone for Critical Issues with High Priority queuing. “High Priority” means the call will be answered before all calls preceding it are answered, except for calls of the same or higher priority. The contractor shall use reasonable commercial efforts to address these calls within 24 hours. JPRA will not be able to send logs to the contractor, due to the nature of the government work. In addition, JPRA will not allow remote access to any of the Avid systems. The contractor will make available to JPRA software patches and software updates. “Updates” are any of the following: maintenance releases and software feature releases (also called software upgrades.) When applicable, the contractor may also distribute bug fixes.

1.2.1.5. Avid NEXIS requires Expert Plus with Hardware coverage level support. The contractor shall provide 7 days x 24 hours technical support via telephone for Critical Issues with High Priority queuing. “High Priority” means the call will be answered before all calls preceding it are answered, except for calls of the same or higher priority. The contractor shall use reasonable commercial efforts to address these calls within 4 hours. JPRA will be entitled to have replacement parts shipped in advance of Avid receiving back the faulty part. JPRA will not be able to send hardware parts or logs to the contractor, due to the nature of the government work.

In addition, JPRA will not allow remote access to any of the Avid systems. If needed, JPRA may be able to send proof of hardware destruction by sending a top plate, drive top, etc. Avid will use reasonable commercial efforts to ensure Next Business Day dispatch from their depots. The contractor will make available to JPRA software patches and software updates. “Updates” are any of the following: maintenance releases and software feature releases (also called software upgrades.) When applicable, the contractor may also distribute bug fixes.

1.2.1.6. Avid Pro Tools Software requires Standard level support. The contractor shall provide 24‐hour response Monday‐Friday, 48‐hour response Saturday and Sunday, technical support via telephone for Critical Issues with High Priority queuing. “High Priority” means the call will be answered before all calls preceding it are answered, except for calls of the same or higher priority. The contractor shall use reasonable commercial efforts to address these calls within 24 hours. JPRA will not be able to send logs to the contractor, due to the nature of the government work. In addition, JPRA will not allow remote access to any of the Avid systems. The contractor will make available to JPRA software patches and software updates. “Updates” are any of the following: maintenance releases and software feature releases (also called software upgrades.) When applicable, the contractor may also distribute bug fixes.

1.2.1.7. Avid Pro Tools HD requires ExpertPlus with next business day hardware replacement level of support. The contractor shall provide 7 days x 24 hours technical support via telephone for Critical Issues with High Priority queuing. “High Priority” means the call will be answered before all calls preceding it are answered, except for calls of the same or higher priority. The contractor shall use reasonable commercial efforts to address these calls within 4 hours. JPRA will be entitled to have replacement parts shipped in advance of Avid receiving back the faulty part.

JPRA will not be able to send hardware parts or logs to the contractor, due to the nature of the government work. In addition, JPRA will not allow remote access to any of the Avid systems. If needed, JPRA may be able to send proof of hardware destruction by sending a top plate, drive top, etc. Avid will use reasonable commercial efforts to ensure Next Business Day dispatch from their depots. The contractor will make available to JPRA software patches and software updates.

“Updates” are any of the following: maintenance releases and software feature releases (also called software upgrades.) When applicable, the contractor may also distribute bug fixes.

1.2.2. Repairs. The contractor is responsible for all hardware repair costs, limited to the cost of parts. If on‐site visits are required, fully‐trained and qualified Avid Field Support Representatives will be provided at the current billable rate.

1.3. Response Times.

1.3.1. Avid Artist DNxIO: There shall be 7x24 access to Avid’s Expert Plus Unlimited Web Support (with a maximum 4 hour response time), as well as 7x24 access to Avid’s web‐based Knowledge Center and product forums for latest system techniques, tech notes, and product news.

1.3.2. Avid Interplay: There shall be 7x24 access to Avid’s Expert Plus Unlimited Web Support (with a maximum 4 hour response time), as well as 7x24 access to Avid’s web‐based Knowledge Center and product forums for latest system techniques, tech notes, and product news.

1.3.3. Avid Media Central UX: There shall be 7x24 access to Avid’s Expert Plus Unlimited Web Support (with a maximum 4 hour response time), as well as 7x24 access to Avid’s web‐based Knowledge Center and product forums for latest system techniques, tech notes, and product news.

1.3.4. Avid Media Composer: There shall be 7x24 access to Avid’s Expert Plus Unlimited Web Support (with a maximum 24 hour response time), as well as 7x24 access to Avid’s web‐based Knowledge Center and product forums for latest system techniques, tech notes, and product news.

1.3.5. Avid NEXIS: There shall be 7x24 access to Avid’s Expert Plus Unlimited Web Support (with a maximum 4 hour response time), as well as 7x24 access to Avid’s web‐based Knowledge Center and product forums for latest system techniques, tech notes, and product news.

1.3.6. Avid Pro Tools: There shall be 7x24 access to Avid’s Expert Plus Unlimited Web Support (with a maximum 24 hour response time), as well as 7x24 access to Avid’s web‐based Knowledge Center and product forums for latest system techniques, tech notes, and product news.

1.3.7. Avid Pro Tools HD: There shall be 7x24 access to Avid’s Expert Plus Unlimited Web Support (with a maximum 4 hour response time), as well as 7x24 access to Avid’s web‐based Knowledge Center and product forums for latest system techniques, tech notes, and product news.

1.3.8. All: English speaking, priority critical telephone support, via a toll free number, shall be available from 0600‐1800 PST (Monday – Friday).

2. General Information.

2.1. Hours of Operation. This work center is staffed during normal business hours; Monday‐ Friday, 0700‐1630, excluding some federal holidays. The following legal federal holidays are observed, though they make be worked in support of the JPRA mission:

New Year’s Day 1 January Birthday of Martin Luther King, Jr. 3rd Monday in January Washington’s Birthday 3rd Monday in February Memorial Day Last Monday in May Independence Day 4 July Labor Day 1st Monday in September Columbus Day 2nd Monday in November Veterans Day 11 November Thanksgiving Day 4th Thursday in November Christmas Day 25 December

3. Appendices.

Appendix A – Equipment List

Appendix A – Equipment List Avid Artist DNxIQ

‐ System IDs: 50521054, 50521055, 50521057, 50521062, 50573316

Avid Interplay

‐ System ID: 110000649702

Avid Media Central

‐ System ID: 10355796535

Avid Media Composer

‐ System IDs: 4026705887, 4016435479, 4016425819, 4016381682, 2057965716, 2057963653

Avid NEXIS

‐ System IDs: 10393703495, 10395497751, 10395485940

Avid Pro Tools

‐ System IDs: 50082328, 50082320, 50233173, 50082331, 50226258, 50294661

Avid Pro Tools HD

‐ System ID: 50226257