Attachment 0001 - Statement of Work (SOW) - Dell EMC Backup and VxRail Maintenance Support.pdf

Statement of Work

(SOW)

“Dell EMC Backup & VxRail Maintenance Support” at

Royal Air Force (RAF) Lakenheath

January, 9 2024

1.0 Introduction

1.1 Mission: The 48 FW generates air superiority throughout USAFE and CENTCOM. In order to provide effects, 48 FW personnel require Air Force Network connectivity to communicate and complete their organizations mission.

1.2 Background: The 48 CS houses the server stacks that provides base operating service across the wing. It is compiled of multiple virtual machines that provide different services such as printer services, file share recovery, network monitoring, PKI token management, and most importantly the network authentication server for all Air Force Networked devices. Dell EMC support shall ensure network availability and provide software, hardware, and technical assistance for the services above.

1.3 Scope: The 48 FW needs this support to be able to manage and troubleshoot the 48 CS base operations support systems. The Dell maintenance contract shall include the following:

1.3.1 Access on a 24x7 basis (including holidays) to a specialized technical support resource from the Technologies Customer Service and Support organization for troubleshooting assistance of products in Items List for systems below:

VxRail PowerEdge G560F Specifications:

CPU: 797.08 GHz Memory: 1.66 TB Storage: 87.24 TB

2 x IDPA DP4400 Specifications:

Storage: 144 TB

Note: Serial numbers shall be disclosed upon the awarding of the contract.

1.3.2 On-site dispatch of a technician and/or delivery of replacement parts to the Installation Site location approved by Dell Technologies as detailed under 3.2 in line with the severity level of the issue.

1.3.3 Access to a remote Service Account Manager (SAM).

2.0 General Requirements

2.1 Business Relations: The Contractor shall successfully integrate and coordinate all activity needed to execute this requirement. The Contractor shall manage the timeliness, completeness, and quality of problem identification. The Contractor shall promptly identify issues to the Government and take timely corrective action. The Contractor shall seek to ensure mission partner satisfaction and professional and ethical behavior of all contractor personnel.

2.2 Equipment and Technician Requirement: Service Technicians shall exclusively serve as authorized resellers and must hold Dell certifications that authorize them to conduct maintenance on Dell Equipment.

2.3 Contract Management & Administration

2.2.1 Contract Management: The Contractor shall establish clear organizational lines of authority and responsibility to ensure effective management of resources assigned to the requirement. The Contractor must maintain continuity between the mission partner and the contractor’s corporate offices.

2.2.2 Contract Administration: The Contractor shall establish processes and assign appropriate resources to effectively administer the contract. The Contractor shall respond to the Governments requests for contractual actions in a timely fashion. The Contractor shall have a single point of contact between the Government and contractor personnel assigned to support the contract. The Contractor shall assign resources in order to maintain proper and accurate records related to this contract.

2.3 Subcontract Management: If applicable, the Contractor shall be responsible for any subcontractor and any subcontractor management necessary to integrated work executed under this contract.

2.4 Hours of Work: Workdays are from Monday through Friday excluding US federal holidays. Work hours are from 0800 to 1700 local UK time. However, we are available 24/7/365 via an after-hours emergency line which will be provided upon contract awarding.

3.0 Product Specifications & Installation Requirements

3.1 Support For System Maintenance

System Maintenance provides customers with necessary remote maintenance events occurring during the term of the service contract on devices covered by support and monitored under applicable Technologies company connectivity programs, such as SupportAssist and/or Secure Remote Services, as applicable. System maintenance helps maintain performance and reduce the likelihood of future incidents due to incompatible hardware, software, BIOS, and firmware versions. System Maintenance events are coordinated between the customers, the SAM (Service Account Manager) and Technology company support personnel. Delivery of System Maintenance shall be available 24x7x365. Technology company shall provide Preventative System Maintenance twice per year.

3.2 The maintenance contract must include below:

Service Feature Description Coverage Details

GLOBAL

TECHNICAL

SUPPORT

Customer contacts Technology Company by telephone, email, or web interface on a 24x7 basis to report any Equipment or Software problem and provides input for initial assessment of Severity Level.*

Technology Company provides:

(i) a response by remote means using a senior level Technology Company support resource for remote or onsite troubleshooting assistance based on the written timelines for the Severity Level of the problem.

*SEVERITY LEVEL DEFINITIONS

SEVERITY 1 Critical – loss of ability to perform critical business functions and requires immediate response.

SEVERITY 2 High – able to perform business functions, but performance/capabilities are degraded or severely limited.

SEVERITY 3 Medium – No major business impact but still warrants timely attention.

See Section 3.5 for Virtual Machine Severity Summary List

ONSITE

RESPONSE

Technology Company sends authorized personnel to Installation Site to work on the problem after Technology Company has isolated the problem and deemed Onsite Response necessary.

Included for Equipment on Items List.

For Severity 1:

1) Remote or On-site troubleshooting within four-hours of notification of problem.

• Shall arrive on-site within 4 hours after completion of telephone-based troubleshooting.

• Available seven (7) days each week, twenty-four (24) hours each day

- including holidays.

• 4 Hour parts locations stock essential operational components. Parts shall meet TAA requirements. See Section 3.4

Non-essential parts shall be shipped using overnight delivery.

For Severity 2:

1) Remote or On-site troubleshooting within 24-48 hours of notification of problem.

• Following telephone-based troubleshooting and diagnosis, a technician shall be dispatched to arrive on-site the next business day if necessary.

For Severity 3:

1) Remote or On-site troubleshooting within 72-96 hours of notification of problem.

• Following telephone-based troubleshooting and diagnosis, a technician shall be dispatched to arrive on-site within 2 business days if necessary.

REPLACEMENT

PARTS DELIVERY

Technology Company provides replacement parts when required for the resolution of hardware and/or software issues in line with the written severity summary.

Parts shall be dispatched within 24 hours after Technology Company determined the need of replacement parts.

The utilization of refurbished equipment is strictly prohibited. All components must be sourced as brand-new.

Included for Equipment on Items List.

Critical parts Parts that may be deemed critical are:

motherboards, CPUs, select memory modules and hard disk drives.

When the problem necessitates replacement parts, the vendor shall engage a local vendor within the United Kingdom or Europe to ship/deliver parts within the same business day if notified prior to 1000 BST or next day if notified after 1000 BST.

A Same Business Day part is one which upon failure may prevent the Supported Product that causes the loss of ability to perform critical business functions and requires immediate response.

Non-Critical Parts Parts deemed non-critical include, but are not limited to: bezels, mechanical chassis, hard drive blanks, rail kits, cable management accessories.

2) Replacement parts shipped within 48-72 hours.

Installation of all replacement parts performed by Technology Company as part of Onsite Response, but Customer has option to perform installation of Customer Replaceable Units (CRUs).

If Technology Company installs the replacement part, Technology Company shall arrange for its return to the Dell Technologies facility. If Customer installs the CRU, Customer is responsible for returning the replaced CRU to a facility designated by Technology Company.

PROACTIVE

SOLID STATE

DRIVE

REPLACEMENT

Included for Storage and Converged Products.

If the Endurance Level (as defined below) reaches 25% for any solid-state drive prior to the device reaching its full capacity or less the Customer shall receive a replacement solid state drive.

Endurance Level means the average percentage of life span remaining on the eligible SSD.

Response objective is based on the applicable Replacement Parts Delivery and Onsite Response service features detailed above.

RIGHTS TO NEW

RELEASES OF

SOFTWARE

Technology Company provides the rights to new Software Releases as made generally available by Dell Technologies.

INSTALLATION OF

NEW SOFTWARE

RELEASES

Technology Company performs the installation of new Software Releases.

Included:

Equipment Operating Environment (OE) Software Equipment operating environment Software is defined as software programming and/or microcode firmware needed to enable the Equipment to perform its basic functions, and without which the equipment cannot operate.

Other Software (non-OE) Customer performs the installation of new Software Releases unless otherwise deemed necessary by the Technology Company.

24X7 REMOTE

MONITORING AND

REPAIR

VxRail & IDPA Products shall automatically and independently contact the Technology Company to provide input to assist in problem determination.

Technology Company remotely accesses Products if necessary for

Included for Products that have remote monitoring tools and technology available from Dell Technologies.

Once Technology Company is notified of a problem, the same response objectives for Global Technical Support and Onsite Response shall apply as previously described.

additional diagnostics and to provide remote support.

24X7 ACCESS TO

ONLINE SUPPORT

TOOLS

Customers shall have access on a 24x7 basis to Dell Technologies’ web-based knowledge and self-help Customer support tools via the Dell Technologies Online Support site.

SERVICE

ACCOUNT

MANAGER

(“SAM”)

The SAM is a remote resource that provides a wide range of system, environmental and account management features and capabilities designed to reduce downtime and improve the overall support experience from the Technology Company.

Included with the Service:

Onboarding assistance: Ensuring the customer is fully enabled to receive the support service by:

- Verifying the accuracy of relevant Customer support information such as account name, address, etc.

- Providing knowledge transfers such as how to contact the Technology Company to open service requests and use of support tools and technologies.

- Designating schedule for SAM deliverables such as reporting and service reviews

Monthly Reporting: Reporting and recommendations on entitled systems including:

- Summary of open and closed service requests by month;

- Verification of currently installed system software versions against target code recommendations;

and

- Contract status, including start/end dates and other basic contract details.

Service Review: The SAM provides a service review of the details in the

Technology company is responsible for performing only the SAM activities and tasks expressly specified in this document.

3.3 ADDITIONAL SUPPORTASSIST DETAILS

3.4 Trade Agreement Act

3.4.1 Contract Holders must ensure that all equipment is new and compliant with the Trade Agreements Act by noting on their quotes and in the SEWP database as to whether an item is from a TAA compliant country. The Trade Agreements Act (19 U.S.C. 2501, et seq.) is the enabling statute that implements numerous multilateral and bilateral international trade agreements, and other trade initiatives.

3.4.2 The equipment, software, features/functions, must comply with commercial practices and standards, and shall have appropriate Joint Interoperability Test Center (JITC) certification documentation, enabling the switches to connect to our network.

3.5 Virtual Machine Severity Summary List

Service Report. Schedule, timeframe and other topics to be reviewed shall be determined between the SAM and the Customer during Onboarding.

System Maintenance: For entitled assets, the SAM shall assist Customer in coordinating delivery of System Maintenance events within the Customer’s maintenance window. See below for additional information.

Escalation Support: Acting as the Services liaison to coordinate all resources necessary to address individual Severity 1 issues or more systemic problems.

AFTER

ACTION

REPORT

Technology Company shall provide a comprehensive report containing specifics of the outage and the corrective actions taken, which shall be dispatched to the customer within 48 hours after resolution.

Dell Avamar Backup Software Technology Company shall provide server backup support via Dell EMC Avamar.

The backup software will automatically take backups of all devices on the VxRail as well as the VxRail itself based on preset timeframes that the customer will be able to modify, the backups will allow for restoration in the event of system failure.

Service Feature Description Support Plus-Coverage Details

PREDICTIVE

DETECTION OF

HARDWARE FAILURES

For entitled-systems that are monitored via SupportAssist Enterprise, intelligent analysis of device telemetry is collected and used to predict hardware failures that may occur in the future.

Severity 1 Critical Virtual Machines

Severity 2 High Priority Virtual Machines

Severity 3 Urgent Virtual Machines vXRail Virtual Machine Hosts Web Servers Application Servers Interactive Electronic Technical Manual Servers

Windows Deployment Servers Treesize VM

Dynamic Host Configuration Protocol Servers

Print Servers Local Registration Authority VM

Network Authentication Servers Legal File Servers VMware vCenter Server Appliance

Backup Servers

VMware vCenter Server Platform Services Controller

Jumpbox Server

VMware vRealize Log Insight Avamar Server

VxRail Manager Database Server

VxRail Witness Node Assured Compliance Assessment Solution Server

VxRail-Virtual-SAN NIPRNET Enterprise Alternate Token System Communication Squadron File Servers

Note: Upon the contract's award, the Technology Company shall receive a comprehensive list of hostnames.

4.0 Special Requirements

4.1 Security & Safety

4.1.1 Operational Security (OPSEC): If any installation is required to take place in a Government facility, the Contractor shall be familiar with the organizational critical information and indicators list (CIIL) and OPSEC policy of any installation they require access to. The required CIIL can be provided by the Contracting Officer.

4.1.2 Safety: The Contractor and any of its subcontractors (if applicable) shall promptly report pertinent facts regarding mishaps involving Government property damage or injury to Government/Contractor personnel that takes place on an installation. The Contractor shall notify the cognizant Contracting Officer within 24 hours of all mishaps or incidents. The Contracting Officer shall in-turn notify the Safety Office. The Contractor shall cooperate in any resulting safety investigation.

4.2 Contractor Access to Installations: Access to DoD installations is limited to personnel with a valid installation access pass. Failure to submit required information to obtain required documentation shall result in the exclusion of such employees from the installation until such documentation is obtained. Contractor employees may be subject to personal and vehicle searched when entering or leaving a DoD installation. If installation access is required, the Government shall provide the Contractor with the required information and documents for installation access passes upon award. Subsequently, the Contractor shall provide a list of all employees along working under this contract, along with the required documentation upon receipt of contract award, and no later than 30 days prior to the projected need for any new installation access pass requirements. The Contractor is responsible for maintaining an adequate number of personnel with active installation access passes and adhering to the timeframes stated in this section. The cognizant mission partner is responsible for the coordination of installation access passes. Upon termination of employment, termination or cancellation of the contract, or expiration of the contract the Contractor is responsible for collecting employee installation access passes and turning them in to the CO, or the cognizant mission partner in a timely fashion.

4.3 Shipping Instructions

4.3.1 For vendors located inside and outside of the United Kingdom.

4.3.1.1 Shipment shall be FOB Destination.

4.3.1.2 All shipping and transit costs must be included as part of the total purchase price submitted to the Government (vendor may either include the shipping in the costs of the items, or outline it in a separate line item).

4.3.1.3 The Government shall provide the shipping address as part of the solicitation document. Additionally, the Government shall provide the vendor with the point of contact at the physical destination delivery address upon notification from vendor of shipment.

4.3.1.4 Shipping Address:

United States Air Force

48 CS/SCXP

B1100 Richmond Road RAF Lakenheath, Brandon Suffolk IP27 9PN United Kingdom.

4.4 Government Furnished Material: Not applicable.

4.5 Applicable Directives: See “Scope” and “Product Specifications”

5.0 Appendix: Related Documents

Attachment 0002 - Items List