6863_PWS_AutoCrib_Software_Service_Contract.docx

Performance-Based Work Statement (PWS)

AutoCrib Software Service Contract

U.S. AIR FORCE

OGDEN AIR LOGISTICS COMPLEX (OO-ALC)

309TH MAINTENANCE SUPPORT GROUP (MSXG)

HILL AFB, UTAH

10/31/2018 AutoCrib Software Service Contract i

TABLE OF CONTENTS

1.0 DESCRIPTION OF SERVICES:. 2

2.0 BASIC SERVICES 2

3.0 SERVICES SUMMARY 3

4.0 GENERAL INFORMATION 4

1.0 DESCRIPTION OF SERVICES

This performance work statement (PWS) identifies requirements of the OO-ALC for a service contract for the maintenance of the AutoCrib software system to include updates, upgrades, troubleshooting, problem resolution, and support for Crystal Reports. The Contractor shall provide all labor, tools, equipment, test equipment, material, parts, quality control, transportation and inspection manuals necessary to perform the Preventive Maintenance (PM) and Remedial Maintenance (RM) on the AutoCrib.net system within the 261 assigned controlling units of AutoCrib equipment at the OO-ALC. The Contractor shall be responsible for insuring all services, parts and Original Equipment Manufacturer (OEM) components provided under this contract are in accordance with (IAW) the terms and conditions outlined herein, conform to the manufacturer’s equipment specifications and this PWS.

2.0 BASIC SERVICEs

2.1 Preventive Maintenance (PM): The objective of software support is to protect equipment capability and investment by providing continuous support removing causes of failure, updating, patching and bug fixes before failures occur. Preventive maintenance is to be performed as necessary to ensure optimal performance of AutoCrib.net software. The Contractor shall provide continuous support to AutoCrib.net software, to include support for Crystal Reports and technical consultation by telephone for equipment located on the OO-ALC network as outlined in this PWS.

2.2 Remedial Maintenance/Corrective Maintenance (RM): RM is defined as unscheduled work requirements which are not otherwise defined in this PWS. RM includes the evaluation, troubleshooting and diagnosis of equipment to isolate the source of a malfunction. Upon discovery of a malfunction within the AutoCrib.net software the Government Point of Contact (GPOC) will request troubleshooting support by placing a telephone call or emailing the designated contractor support Point of Contact (POC). The primary GPOC will provide a brief description of the malfunction and the name and telephone number of the GPOC identified POC.

Government Points of Contact:

Primary:

Alternate:

2.3 Malfunction and Notification Process: Upon occurrence of an equipment or system malfunction, the GPOC will contact the Contractor by telephone, email, or fax and provide information below. If the GPOC notifies the Contractor via telephone, the GPOC will provide a written copy of the request by email or fax.

2.3.1. The contractor shall respond within two (2) work hours to the GPOC to request for assistance after notification of a malfunction by contacting GPOC identified POC troubleshooting via telephone communications or email.

2.4 Contractor Support Portal: The contractor shall provide manuals, set-up guides, how to documentation or video instruction for all software, hardware, and services. Documentation and videos shall delivered through the contractors support portal or via email when portal access is not available.

2.5 Application Monitoring: Daily monitoring shall be conducted of production applications (ASP Sync) and services reporting (AutoReports/Auto PO’s) for all Autocrib.net accounts associated with OO-ALC.

2.6 Emergency or After-Hours Assistance: The contractor shall provide 24/7 on-call System Analysts as needed to provide supports in the case of OO-ALC database systems failure. After-hours services shall only be deemed emergency in instances where the dispensing of necessary products is not available. After-hour services considered to be non-emergency shall be subject to a service fee.

2.7 Software Upgrades: The contractor shall satisfy all software updates, configuration changes, and set-ups on all OO-ALC accounts upon request. Updates will only be deemed applicable if they are listed on the contractor’s software upgrade checklist.

2.8 Case and Metric Reporting: Case status and history reports as well as system support metrics reports shall be provided upon request to OO-ALC.

2.9 Service Report: The contractor shall provide a written service report within eight (8) work hours to the GPOC in person or by email immediately upon completion of maintenance support services. The service report shall contain the following information as a minimum: Name of Company, Requested Service Date, Description of services provided, Additional Services Recommended (if any), Legible Name and Signature of Technician performing the services, Signature of on-site GPOC. (CDRL A001)

3.0 SERVICES SUMMARY

4.0 GENERAL INFORMATION

4.1 MANPOWER REPORTING. The Contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract via a secure data collection site. The contractor is required to completely fill in all required data fields at http://cmra.army.mil.

Reporting inputs will be for the labor executed during the period of performance for each Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October* of each calendar year. Contractors may direct questions to the Contractor Manpower Reporting Application (CMRA) help desk.

*Reporting Period: Contractors are required to input data by 31 October of each year.

Uses and Safeguarding of Information: Information from the secure web site is considered to be proprietary in nature when the contract number and contractor identity are associated with the direct labor hours and direct labor dollars. At no time will any data be released to the public with the contractor name and contract number associated with the data.

User Manuals: Data for Air Force service requirements must be input at the Air Force CMRA link. However, user manuals for government personnel and contractors are available at the Army CMRA link at http://cmra.army.mil.

4.2 SPECIAL QUALIFICATIONS. The Contractor shall assign employees who possess the knowledge of, troubleshooting and maintenance of AutoCrib Software.

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