1. NetApp PWS_04Dec2023.docx

PERFORMANCE WORK STATEMENT

FOR

NetApp Server Appliance Maintenance Support for Grand Forks AFB

1. DESCRIPTION OF SERVICES / GENERAL INFORMATION. This is a support contract to provide 24-hour phone support with a 4-hour maximum response window. Additionally, this support contract will provide replacement equipment and a dedicated remote technician to assist with installation of replacement equipment at no extra cost. This support contract covers all NetApp FAS2240 equipment located in building 542 on Grand Forks AFB. This equipment is controlled by the 319 AMXS.

1.1. DESCRIPTION OF SERVICES. The Contractor shall be available, 24 hours a day, 7 days a week, to provide technical support for all NetApp equipment at the 319 AMXS, Grand Forks AFB. The Contractor will provide service via telephone, e-mail, chat, or any other method of communication deemed viable by the contractor. This will entail consultation, troubleshooting assistance, faulty component/part replacement or repair, step by step installation support, and any other remote support that will assist in ensuring our NetApp environment remains fully mission capable. Additionally, the Contractor will ensure a technician responds to any issue reported within 4 hours. Finally, the Contractor will provide replacement equipment if equipment cannot be repaired through remote troubleshooting with 319 AMXS technicians. If such a situation arises, Contractor will notify 319 AMXS personnel that equipment will need to be replaced via a written statement, such as email, and the Contractor will ensure replacement equipment arrives on site no later than 30 days after notification.

1.2. HOLIDAYS OBSERVED. None.

1.3. SECURITY REQUIREMENTS. None. Contractors will not have access to classified information or equipment, nor will they be granted access to classified information or equipment.

1.3.3. MINIMUM SECURITY REQUIREMENTS (ALL AREAS INCLUDING BASE ENTRY).

1.3.3.1. Visitor Passes: The Commercial Visitor Control Center will issue a SFMIS AF Form 75 (Visitor Pass) to the contractor and his/her employees upon completion of screening process for the duration of the contact. The screening process involves submitting a AF Form 74 to the contractors sponsor. This form will be forwarded by the sponsor to Security Forces for processing. The screening process takes time, and the contractor shall visit the Commercial Visitor Control Center prior to expecting base entry to receive required forms and instruction on the application process, to include estimated time of receiving the visitor pass.

1.3.3.2. Although contractors will not be issued vehicles passes vehicles are subject to search while on the installation. Employee privately owned vehicles will not be allowed access to restricted/controlled areas without a free zone being established. Company vehicles will be allowed access to restricted/controlled areas.

1.3.3.3. All Contractor vehicles should have markings with the company name for quick identification of ownership and notification if they are involved in an incident.

1.3.3.4. Conduct Requirements. The contractor shall ensure that his/her employees comply with all base traffic regulations and properly conduct themselves while on the base.

1.3.4 INFORMATION PROTECTION

1.3.4.1. The security manager for the Sponsoring unit (i.e. LRS, CE etc.) will determine individual requirements for contractor personnel to have a background check.

1.3.4.2. If a National NACI is determined to be required by the security manager, the security manager will coordinate the check with the wing Information Security Office.

1.3.5 ANTI-TERRORISM

1.3.5.1. All contractor employees requiring access to any Federally-controlled facility and logical access to Federally controlled information systems except for “national security systems” as defined by 44 U.S.C. 3542(b)(2), should be certified in Level 1 Anti-Terrorism Training. The training is accessible from any computer with access to the World Wide Web and is available at https:/atlevel1.dtic.mil/at. The contractor is responsible for ensuring that the training has been satisfactorily completed and that valid certificates of completion have been submitted to the Contracting Officers Representative (COR) with a copy furnished to the Contracting Officer. The Certificates are valid for one year; therefore, training shall be completed every year for the duration of the contract.

1.3.5.2. Unit anti-terrorism managers will be responsible for organizing this level 1 training.

1.3.6 OPSEC

1.3.6.1 General. Contractors who have access to mission critical information require a general knowledge of threats, vulnerabilities and their responsibilities associated with protecting critical information. This is accomplished through initial and annual OPSEC training. Standardized AF OPSEC awareness training located on the AF Advanced Distributed Learning Service (ADLS) is the baseline training required for all personnel. Organization specific training will be provided in addition to this training to ensure all personnel in the Air Force are aware of local threats, vulnerabilities and critical information unique to their duty assignment.

1.3.6.2. OPSEC PMs/SMO/SMNCOs/Coordinators will provide OPSEC training or training materials to contract employees within 90 days of employees’ initial assignment to the contract.

1.4. PERFORMANCE OF SERVICES DURING CRISIS DECLARED BY THE NATIONAL COMMAND AUTHORITY OR OVERSEAS COMBATANT COMMANDER. Contractor will need to continue to provide all services listed above.

1.5. RECORDS MANAGEMENT. The Contractor shall manage all data created for Government use or legally controlled by the Government, in support of the functional activity or required by AF publication, IAW with the AF records management procedures in Air Force Instruction (AFI) 33 - 322, Records Management Program, paragraph 10, Air Force Manual (AFMAN) 37-123,paragraph 7.4, Air Force Manual (AFMAN) 37-138, paragraph 2.13, and the Air Force Records Disposition Schedule (AF RDS) located at https://afrims.amc.af.mil/rds_series.cfm or http://www.amc.af.mil/shared/media/document/AFD-060803-003.pdf “

1.6. CYBER SECURITY. The Contractor will provide the following information to the 319 AMXS, or parent organizations, when replacing, installing, or changing equipment.

1.6.1 HARDWARE DETAILS. Hardware details and documentation to include, but not limited to, MAC address, IP address, make, model, and serial number.

1.6.2. SOFTWARE DETAILS. List of all software included on devices to include full version numbers.

1.6.3. POWER PROCEDURES. Power off/on procedures must be provided if replacement hardware make and/or model differs from previous hardware.

1.6.4. TAA COMPLIANCE. All new hardware must be TAA compliant, and Contractor must provide proof of purchase to the Government upon request. Proof of purchase must include name of vendor and list all hardware, relevant to service, that was purchased from that vendor.

2. SERVICE SUMMARY.

Performance Objective

PWS Paragraph

Performance Threshold

CAO: 4 December 2023