EMATS_PWS.pdf

PERFORMANCE WORK STATEMENT (PWS)

SUSTAINMENT SUPPORT SERVICES

F100 ENGINE MANAGEMENT AND TRACKING SYSTEM

PREPARATION DATE: 16 Nov 2016

PURCHASE REQUEST NUMBER:

FD2030-16-31967

Contents

1 SECTION I - DESCRIPTION OF SERVICES

1.1 Task Elements to this Performance Work Statement (PWS)

1.1.1 Product and Program Support

1.1.2 Software Updates:

1.1.3 Mission Essential Services:

1.2 Contractor Personnel

1.3 Contractor’s Progress: Status and Management Report

1.4 Travel

1.5 Over and Above Services

2 SECTION II - SERVICE SUMMARY

2.1 Service Summary Requirements

2.1.1 Performance Objectives and Thresholds

2.1.2 Surveillance Methods

3 SECTION III - EMATS End User Responsibilities for Proper Service Support

3.1 FMS Country Contractor Personnel Requirements

3.2 Contactor and Subcontractor Access to End User Information

3.3 Active Problem Troubleshooting Root Cause Identification Process

3.3.1 Prioritize issues as per the prioritization guidelines contained in the Administrative Guide provided to the end user when EMATS was initially installed

3.3.2 Respond to P&W requests for additional information which includes but is not limited to:

3.3.3 Provide access to other internal resources if required to aid in the problem-solving diagnosis process

3.3.4 Provide access to all appropriate resources during the problem isolation process in accordance with the requirements of the assigned case priority 8

3.3.5 Provide remote systems access or copy of customer data where the issues can reproduced to P&W support team if required

3.3.6 Maintain server and client Antivirus software

3.4 Database Management

1 SECTION I - DESCRIPTION OF SERVICES

The purpose of this Performance Work Statement (PWS) is to define the general work requirements necessary to provide the Foreign Military Sales customers with the sustainment support services for the Engine Management and Tracking System (EMATS) from the Contractor. Services provided include: continued support and data management maintenance, routine software maintenance pushes, software updates, discrepancy patches, configuration changes (to include serially-tracked component part number changes/revisions) and maintaining currency of third party licenses required to operate EMATS.

NOTE: PCO Authority. The PCO is the only person authorized to approve changes in any of the requirements under this PWS and any provisions contained elsewhere in this contract. In the event the Contractor implements any such change at the direction of any person other than PCO, the change will be considered to have been made without authority.

1.1 Task Elements to this Performance Work Statement (PWS)

1.1.1 Product and Program Support

The Contractor shall provide technical and program support for a specified period from date of the delivery order. The Contractor shall allow the user to select the desired period of support.

Technical support will include resolution of all EMATS related software problems, software changes and new software releases. Technical and software support will initially be provided remotely from the Contractor. The Contractor has established a dedicated email address to receive all technical support and software questions – gppwemats@pw.utc.com. All user’s EMATS questions/concerns/issues shall be acknowledged within 24 hours after receipt during normal business operating hours.

NOTE: EMATS hardware faults or failures on workstations (desktops or laptop computers), the EMATS server, or the end-user’s network infrastructure, are not supported by the Contractor under this PWS. Any work outside the scope of this PWS will require an amendment to the contract.

PERFORMANCE WORK STATEMENT

Sustainment Support Services F100 Engine Management And Tracking System

15 August 2016

1.1.2 Software Updates

The Contractor shall provide software updates via maintenance releases, updater or patches to resolve EMATS product deficiencies. Additionally, the Contractor shall staff a Product Support Help Desk.

1.1.3 Mission Essential Services

N/A

1.2 Contractor Personnel

The Contractor shall provide personnel with the appropriate skills and experience to accomplish all the requirements of this PWS. For the purpose of this PWS, the Contractor may designate a qualified sub-contractor to provide agreed upon services.

1.3 Contractor’s Progress: Status and Management Report

The Contractor shall develop, maintain, and deliver a Progress, Status and Management Report bi-annually. The Bi-Annual report will be generated for each customer based on receipt from the end-user’s system image provided to the Contractor the on the first of June and January. FMS users that do not provide data to the Contractor will not receive an analysis report from the contractor. Analysis reports will be provided to the customer in February and July. Data elements to report on are:

Hardware, Application and Data issues. Likewise the contractor shall provide individual user EMATS configuration reports to the PCO bi-annually. The report should document software revisions and include any applicable license expiration dates, if applicable.

Additionally, the Contractor shall include in their report any Service Help Desk requests submitted by the users and a description of the issue/problem and its resolution.

(DI-MGMT-80227, Contract Data Requirements List (CDRL) A001)

1.4 Travel

The Contractor shall travel in support of the PWS requirements on an as-required basis.

Travel to the user’s on-site location will be at the discretion of the Contractor to address unresolved issues requiring direct personal support. Major upgrades that require data migration as well as unique circumstances may require on-site analysis and troubleshooting. All travel related costs will to be assumed by the Contractor.

1.5 Over and Above Services

Services provided within the scope of the contract to the end-user exceeding those outlined in paragraph 1.1, Task Elements to this Performance Work Statement. If the end-user fails to use EMATS for its designed purpose which subsequently causes a total system failure requiring extensive system reconfiguration and data restoration by the contractor requiring over and above services. If the end-user, either through negligent actions or a failure to adhere to standardized information protection practices, corrupts the data requiring extensive data restoration to restore EMATS to normal operation requiring the use of the over and above CLIN for the affected customer.

2 SECTION II - SERVICE SUMMARY

2.1 Service Summary Requirements

The Contractor shall ensure the performance objectives, performance thresholds, and support for surveillance methods are achieved as follows:

2.1.1 Performance Objectives and Thresholds

The Contractor shall achieve performance thresholds for each required service identified in Table 2-1 in this PWS.

Service Summary Table 2-1

Performance Objective Reference Paragraph (Para)

Performance Threshold

SS–1 The Contractor shall provide technical and program support for a specified period from date of delivery order.

Technical support includes resolution of all EMATS related software problems, software changes and new releases/updates.

Technical and software support will be provided remotely from the Contractor. The Contractor has established a dedicated email address to receive all technical support and software questions – gppwemats@pw.utc.com.

All user’s EMATS questions/concerns/issues shall be acknowledged within 24 hours during normal business operating hours.

As part of program support, the Contractor shall assign personnel, as appropriate, to manage and administer program activities, including contract administration and financial control.

Section 1 Para 1.1.1.

95% of all user’s EMATS questions/concerns/issues shall be acknowledged within 24 hours after receipt during normal business operating hours.

NOTE 1: The performance thresholds are designed to:

a. Align contractor performance with objectives.

b. Focus on critical success factors in meeting performance objectives.

c. Reflect performance goals.

d. Promote continuous improvement in performance.

SS-2 The Contractor shall provide software updates via maintenance release, updater or patch resolve EMATS product defects.

Section 1 Para 1.1.2

100% software updates will be delivered and configuration reports shall reflect any updates performed by the Contractor.

SS-3 The Contractor shall develop, maintain, and deliver a Progress, Status and Management Report bi-annually. The Bi-Annual report will be generated for each customer based on receipt from the end-user’s system image to the Contractor the on the first of June and January. FMS users that do not submit their data to the Contractor cannot expect an analysis report. Analysis reports will be provided to the customer in February and July. Data elements to report on are:

Hardware, Application and Data issues.

Likewise the contractor shall provide individual user EMATS configuration reports to the PCO bi-annually. The report should document software revisions and include any applicable license expiration dates, if applicable. Additionally, the Contractor shall include in their report any Service Help Desk requests submitted by the users and a description of the issue/problem and its resolution

Section 1 Para 1.3

Contractor will provide the Report by 15 February and 15 July for the duration of the contract. The report will contain all the elements described in Section 1, Para 1.3.

2.1.2 Surveillance Methods

The Contractor shall support the Contracting Officer Representative (COR) surveillance methods. The COR will use the methods contained in the Quality Assurance Surveillance Plan (QASP) to evaluate the Contractor’s performance for the listed performance objectives. The COR will monitor Contractor’s performance to determine if it meets the contract thresholds as set forth in the performance measures and this PWS. In the event the performance objective is not met, the PCO will issue written notification to the contractor. In cases where the Contractor fails to implement corrective action, PCO will take appropriate measures. A variety of surveillance methods may be used by the COR such as:

a. Random sampling of recurring service outputs

b. One hundred percent inspection of the output

c. Periodic inspection of the process or output

d. Customer complaints

NOTE: The COR may use a combination of surveillance methods, as defined above, to monitor Contractor’s performance even though the specific surveillance method is not called out in Table 2-1.

3 SECTION III - EMATS End User Responsibilities for Proper Service Support

3.1 FMS Country Contractor Personnel Requirements

The FMS Customer will receive, without regard to race, religion, sex, ethnic, or national origin, Contractor and/or subcontractor personnel to perform work covered by the provisions of this acquisition who have a valid US Government issued passport, meet established security requirements of the FMS country, and will not impose entry fees or charges, exit fees or quarantine fees. Nor will the government of FMS country require work or residence permits for personnel working under this acquisition.

3.2 Contactor and Subcontractor Access to End User Information

Contractor and subcontractor personnel traveling to the FMS user’s country in connection with this program shall be authorized reasonable access to all information and all existing areas within FMS country as required to accomplish this effort. The government of FMS country will provide permits, licenses, visas, rights of entry, and make any necessary arrangements to insure prompt access by the Contractor and/or subcontractor personnel.

3.3 Active Problem Troubleshooting Root Cause Identification Process

Provide a clear description of the problem or issue and reproducible steps, if required, using the EMATS desktop server-installed “Incident Report” form and then submit it to the Contractor Help Desk at gppwemats@pw.utc.com.

3.3.1 Prioritize issues as per the prioritization guidelines contained in the Administrative Guide provided to the end user when EMATS was initially installed.

3.3.2 Respond to P&W requests for additional information which includes but is not limited to:

Maintenix log files Maintenix configuration files Screen captures Oracle database parameters and statistics XML files, system configuration information Confirm software levels and patch levels Oracle database extract VM/Ghost images and screen shot images as required

3.3.3 Provide access to other internal resources if required to aid in the problem-solving diagnosis process

Oracle database administrators Network Administrators Custom software support resources Internal application support resources

3.3.4 Provide access to all appropriate resources during the problem isolation process in accordance with the requirements of the assigned case priority

3.3.5 Provide remote systems access or copy of customer data where the issues can reproduced to P&W support team if required

3.3.6 Maintain server and client Antivirus software

3.4 Database Management

FMS customer will ensure the following key activities are performed on a regular basis to ensure proper EMATS operation.

Install P&W furnished software updates in a timely manner when issued by the Contractor Perform regular database (DB) backups Monitor and trend DB performance Plan for system storage and computing requirements Plan for system disaster recovery Perform EMATS maintenance actions as directed in the EMATS Administrative Guide provided by the Contractor during the initial installation of EMATS.