RFP_Attachment_1_-_Statement_of_Objectives_(SOO).pdf

FA8770-20-R-0004

RFP Attachment 1: Statement of Objectives (SOO)

Item Master Logistics Capability Initiative (IMLCI)

Statement of Objectives (SOO) for Indefinite Delivery/Indefinite Quantity (IDIQ) (Paragraphs 1-3)

Statement of Objectives (SOO) for Delivery Order 01 (Paragraphs 4+)

For Software Licenses, Software Maintenance, and Technical Services

Air Force Life Cycle Management Center (AFLCMC)/HIAR

Wright Patterson Air Force Base (AFB), Ohio

22 Aug 2019

Page i of 13

FOR OFFICIAL USE ONLY (FOUO)

Table of Contents

1. Purpose/Scope:

1.1. Period and Place of Performance

2. Requirements

2.1. Software Licenses

2.2. Cybersecurity Compliance

2.3. Technical Support Services

2.4. Travel

2.5. Data Rights

3. Documentation/Deliverables

3.1. Exhibit A Table

3.2. Expenditure Report

3.3. Computer Software Product End Item (CSPEI)

3.4. Data Accession List (DAL)

3.5. Other Direct Costs

4. Delivery Order 01 (DO01)

4.1. Scope

4.2.2 Cybersecurity Compliance

4.2.3 Technical Support Services

4.3 Travel

4.4 Data Rights

5 Documentation/Deliverables

5.1 Deliverables:

5.2 Expenditure Report

5.3 Data Accession List (DAL)

5.4 Other Direct Costs

6.0 Service Summary (SS)

1. Purpose/Scope: The purpose of this Statement of Objectives (SOO) is for the United States Air Force (USAF) Item Master (IM) Integrated Program Office (IPO) to obtain Commercial off-the-shelf (COTS) software licenses (herein referred to as “product”), software maintenance, and Technical Support Services necessary to enable the IPO to configure, integrate and sustain the IM solution in a Government approved cloud environment. This SOO describes in detail the requirements of the product, including integration with hosting services, other business systems, approved tools and utilities, and the services expected to be provided with the product.

The USAF seeks a product that will allow the Government to create the IM solution, utilizing agile principles to configure the product. The USAF will be responsible for the management of the IM solution. This product is anticipated to directly support the suite of the Air Force Materiel Command (AFMC)/A4N portfolio to include other Air Force Capability Initiatives, and related legacy systems, and is expected to enable the Government to configure and maintain the IM solution. (See RFP Attachment 4.A, IMLCI 101)

The Government intends to award a contract for the product which shall be delivered by the COTS Original Equipment Manufacturer (OEM) or authorized third party reseller, whether as the prime contractor or subcontractor. The prime contractor for this effort, herein referred to as “offeror”, is responsible for delivering the services outlined in this document. Product selection will not require a System Integrator (SI). The Government will serve as the SI and all work shall be coordinated by the IM Product Owner(s), using an agile delivery method.

1.1. Period and Place of Performance: The period of performance for the indefinite delivery, indefinite quantity (IDIQ) vehicle will extend 5 years from contract award. Depending on the services performed, the place of performance shall be at the discretion of the offeror with the exception of Delivery Order 01(DO01) as noted in paragraph 4.1.1 below.

2. Requirements: The Government’s objective is to acquire software licenses, software maintenance (if applicable), and related technical support services. The product shall allow the Government the ability to sustain and maintain the IM requirements and comply with the Agile Application DevSecOps specifications in the provided Technical Data Package (TDP) (RFP Attachment 4). If the proposed solution includes multiple products, those products shall be integrated and fully operational at the time of product delivery to the USAF. The product shall have the ability to support planned enhancements/expansions without offeror support as outlined in the TDP (RFP Attachment 4) Paragraph 4. The product shall adapt to changing statutes, regulations, business rules, functional and technical requirements, lifecycle support requirements, and instructions with minimal to no core product changes (Refer to RFP Attachment 3, Requirements List).

2.1. Software Licenses: The Government intends to award a contract for the product(s) for use across the USAF and supporting Department of Defense (DoD) Agencies with licensing terms, structures and conditions which are consistent with federal procurement law and provide the Government with the most favorable terms possible. The Government’s objective is for the offeror to provide a quarterly license usage and status report. (Contracts Data Requirements Lists (CDRL) A002, Technical Report – Study/Services). The product shall allow the Government to:

A. Establish multiple software environments to support the solution lifecycle including but not limited to:

• Development/configuration,

• Multiple Testing Environments,

• Training,

• Staging/Pre-Production/Demo,

• Production, and

• Mission Continuity or failover environment

B. Adhere to Open Systems Architecture (OSA) standards, protocols and guidelines, and implementation of current commercial techniques and standards.

C. Access the Application and Software Development Kit (SDK) licenses, with terms and conditions that are free of limitations with respect to:

• Acquisition program, functional area command/unit level, or departmental affiliation, including authorized agents of the Government

• Hosting location/site

• Lifecycle phase; licenses will offer full product lifecycle support, to include

Software Development, Configuration, Integration, Testing, Operations, and Maintenance

• End user device (laptop, phone, tablet, etc.)

D. Accomplish Software Maintenance Support tasks, such as product upgrades, patches, bug fixes, and supporting instructions and other documentation. This support includes, but is not limited to, release notes, automated test materials, installation and maintenance scripts, configuration setups within the SDK, Air Force unique configurations or development, and data dictionary and attribute matrix for interfaces and data loads.

(CDRL A002, Technical Report – Study/Services; CDRL A007, Software Version Description; CDRL A008, Software Test Description; and CDRL A009, Software Test Report)

2.2. Cybersecurity Compliance: The Government’s objective is to meet cybersecurity directives, regulations and guidance as identified in RFP Attachment 3, Requirements, and RFP Attachment 4, TDP paragraph 5. Cybersecurity includes, but is not limited to, adherence to Risk Management Framework (RMF) and Authorization to Operate (ATO) Controls, and product remediation. (CDRL A002, Technical Report – Study/Services)

2.3. Technical Support Services: The offeror is responsible for delivering the services outlined in this document. The Government’s objective is to obtain the following services:

A. Hosting Support: Hosting Support includes application installation of the product and ongoing maintenance services as required for release of the core product to a Government-approved Impact Level 4 (IL-4) - controlled unclassified cloud hosting environments as described in the TDP (RFP Attachment 4) paragraph 6. Hosting support includes, but is not limited to, services and expertise related to product installation, Application and continuous integration/continuous delivery (CI/CD) pipeline support, product integration delivery, and remediation assistance. (CDRL A002, Technical Report

– Study/Services and CDRL A007, Software Version Description)

B. Training: Training Support includes the delivery of product training and training materials to enable the successful transfer of operational and product knowledge (CDRL

A006, Training Materials). Training support includes, but is not limited to: product installation and administration, SDK and Application Programing Interface (API) use, end user communication, and mobile device and peripheral operations. Specific Training requirements will be detailed in current (DO01) and future Delivery Orders.

C. Integration and Interoperability Support: Integration and Interoperability Support includes assistance with application, data and technical architecture necessary to implement and sustain the product. Integration and Interoperability support includes, but is not limited to, compliance with all requirements as outlined in RFP Attachment 3, Requirements List, as well as assistance with the application API and related components. (CDRL A002, Technical Report – Study/Services)

D. Program Support: The Government will serve as the SI and all work shall be coordinated by the IM Product Owner(s), using an agile delivery method as outlined in paragraph 5 of the TDP (RFP Attachment 4). This approach includes, but is not limited to, coordination of new product releases, responses to enhancement requests, and participation as an IPO team member in all agile activities. (CDRL A003, Presentation Material)

E. Product Support: Product Support provides support to enable the Government to serve as the SI. This approach allows the Government to operate and maintain the IM Solution and includes, but is not limited to, architectural, testing and operational support services.

(CDRL A002, Technical Report – Study/Services; CDRL A007, Software Version Description; CDRL A008, Software Test Description; and CDRL A009 Software Test Report)

F. Configuration Support: Configuration Support establishes the services and related materials to enable the Government to properly configure and implement the Functional capabilities as asserted in RFP Attachment 2, ITFR Capability Assertion List. (CDRL A002, Technical Report – Study/Services and CDRL A006, Training Materials)

G. Audit Readiness: Design, document, and implement programmatic, functional, and technical compliance and controls in accordance with Air Force Instruction 17-101, RMF methodology for Air Force (AF) Information Technology (IT). Specifically focusing on, but not limited to, applicable controls noted in RFP Attachment 3, Requirements List, Tabs 2, 3, and 4, e.g. Financial Improvement and Audit Readiness (FIAR) IT Control Guidance. (CDRL A002, Technical Report – Study/Services)

H. Development Support: Development Support identifies all development work to be performed by the offeror. Development work may be applied directly to the core product, through use of the SDK, or a combination thereof. (CDRL A002, Technical Report – Study/Services; CDRL A006, Training Materials; CDRL A007, Software Version Description; CDRL A008, Software Test Description; and CDRL A009 Software Test Report)

2.4. Travel: All travel will be on a cost reimbursable basis. Each order will identify required travel and a budget will be provided. All travel will be in accordance with DoD Joint Travel Regulation.

2.5. Data Rights: In accordance with DFARS 252.227-7013, Rights in Non-Commercial Technical Data; -7014, Rights in Non-Commercial Computer Software; and -7015, Rights in Commercial Technical Data, provide rights in technical data, software and configuration, and training material such that the Government can maintain and modify the system without limitation to the IM solution using Government personnel, support contractors, and third party contractors.

3. Documentation/Deliverables: The objective is to obtain the necessary documentation to configure, develop and maintain the IM solution.

3.1. Exhibit A Table:

CDRL

No.

DID Title SOO Reference

A001 DI-FNCL-

80331A

Funds and Man-Hours Expenditure Report

3.2

A002 DI-MISC-

80508B

Technical Report – Study/Services

2.1

2.1 D

2.2

2.3 A,C,E,F,G,H

A003 DI-ADMN-

81373

Presentation Material 2.3 D

A004 DI-MCCR-

80700

Computer Software Product End Item

3.3

A005 DI-MGNT-

81453A

Data Accession List 3.4

A006 DI-ILSS-

80872

Training Materials 2.3 B, F,H

A007 DI-IPSC-

81442

Software Version Description

(SVD)

2.1 D

2.3 A, E,H

A008 DI-IPSC-

81439A

Software Test Description 2.1 D

2.3 E,H

A009 DI-IPSC-

81440A

Software Test Report 2.1 D

2.3 E,H

3.2. Expenditure Report: Provide monthly expenditure report for Government visibility into offeror expenditures for labor, materials, travel and other contract charges. (CDRL A001, Funds and Man-Hours Expenditure Report)

3.3. Computer Software Product End Item (CSPEI): The CSPEI shall be delivered at the end of contract, at a minimum. (CDRL A004 Computer Software Product End Item).

3.4. Data Accession List (DAL): Identifying offeror internal data, which has been generated by the offeror in compliance with the work effort, described in this SOO in a DAL. The DAL shall serve as an index and identify data which has been generated. The Government can use the list to order/obtain data as cited in the contract. (CDRL A005, Data Accession List)

3.5. Other Direct Costs: All Other Direct Costs (ODCs) will be on a cost reimbursable basis.

Each order will identify required ODCs and a budget will be provided. The offeror shall request approval to incur ODCs from the Contracting Officer (CO) in writing by providing current quotes from three vendors or other proof of cost reasonableness (i.e. sole source justification memo for products that are unavailable through any other source).

4. Delivery Order 01 (DO01)

4.1. Scope: DO01 will include configuration, development, and deployment to production of the Item Master Minimum Viable Product (MVP). The MVP establishes a full Item Master Catalog and Parts Provisioning capability and enables Item of Supply, such as a National Stock Number (NSN) access in a modern tool suite.

4.1.1 Period/Place of Performance: The period of performance for all services under this order will extend 12 months from date of award. The services shall be performed at or around Wright- Patterson AFB, OH for support of the Agile Teams (Formal IPO and over the shoulder training tasks), and may be performed remotely on an exception basis. Development, hosting and cybersecurity tasks may be done from remote locations.

4.2. Requirements: For DO01, the product shall enable the IPO to meet the requirements of Item Master Core as described in the TDP (RFP Attachment 4, paragraph 4.9.3, Item Master Product Roadmap). The product shall adapt to changing statutes, regulations, business rules, functional and technical requirements, lifecycle support requirements, and instructions with minimal to no core product changes (see RFP Attachment 3, Requirements List).

4.2.1. Licenses: This area identifies the licensing requirements and configured environments identified in SOO paragraph 2.1. Licensing terms and conditions should fully account for the product and all maintenance updates delivered as part of the Application CI/CD Pipeline Process.

Product licenses shall cover requirements for software maintenance as referenced in SOO paragraph 2.1.D. Software Maintenance Support include product upgrades, patches, bug fixes, and supporting instructions and other documentation. This support includes, but is not limited to, release notes, automated test materials, installation and maintenance scripts, configuration setups within the SDK, Air Force unique configurations or development, and data dictionary and attribute matrix for interfaces and data loads. (CDRL A002, Technical Report – Study/Services; CDRL A007, Software Version Description)

Licensing terms and conditions for DO01 are summarized below:

Table 1. Delivery Order License Requirements

License Qty Terms/Conditions – Coverage Environments 130 Configuration & Development

SDK and API use End User Access

Entire production pipeline All regions

4.2.2 Cybersecurity Compliance: This area identifies the IM solution cybersecurity compliance requirements identified in SOO paragraph 2.2. The proposed Statement of Work (SOW) for DO01 shall detail the following scope of work:

• Deliver an overall plan and methodology for how COTS cybersecurity will be managed, tested, evaluated and flowed down to the Government to include zero-day security threats (CDRL A002, Technical Report – Study/Services).

• Support cybersecurity configuration, development and application control testing in support of the RMF process to obtain and maintain a continuous ATO and certification from the DoD Authorizing Official

• Respond to cybersecurity risk management, including threat analysis, system exposure to threats, as well as integration of cybersecurity with systems engineering and risk management processes, as events occur

• Provide core product remediation (i.e., patches, bug fixes and updates) based on cybersecurity findings as they occur

• Provide data protection security measures in the product baseline that protect program information from unauthorized disclosure (data at rest, data in motion)

• Deliver product guides and best practices for the installation, security configuration, operation and maintenance, log monitoring, backup and recovery, and COTS replication for contingency recovery (CDRL A002, Technical Report – Study/Services).

4.2.3 Technical Support Services:

A. Hosting Support: This area identifies the Hosting Support requirements identified in SOO paragraph 2.3A. This support enables the IPO to install and maintain the IM solution in multiple environments, using one or more Cloud Service Providers (CSPs), and a variety of approved tools as referenced in the TDP (RFP Attachment 4). The general scope of work requires an offeror to:

• Provide a Hosting Installation Plan (CDRL A007, Software Version Description)

• Provide installation guidance and, where applicable, hands on installation support and related support materials (CDRL A002, Technical Report – Study/Services)

• Ensure integration with and interoperability of the product with hosting services that govern application management, security, auditing and system monitoring

• Comply with current and future DoD engineering and security mandates by regularly updating the core product

• Advise and support the IPO on product integration with shared enterprise core services, such as Lightweight Directory Access Protocol (LDAP), Domain Name System (DNS), Online Certificate Status Protocol (OCSP), Edge Gateway, MySQL, Active Directory Federation Services, Common Access Card (CAC) and Public Key Infrastructure (PKI) authentication, etc.,

• Advise and support the IPO on the use and integration of adapters to industry products (i.e., as Oracle EBiz and Financial suite) and communication methods (i.e., HTTP/S, Web services, S/FTP, MQ Series)

• Advise the IPO on hosting challenges through the identification and/or resolution of hosting problems as they occur

B. Training: This area identifies the training support required to enable the IPO to construct and sustain a secure, reliable, resilient, and scalable product. The objective, as identified in SOO paragraph 2.3.B, is to ensure adequate and timely knowledge transfer. To educate the IPO on the software proposed, the Training can be formal

(classroom) or informal (e.g., over the shoulder, Computer Based Training (CBT)). If formal training is proposed, it will be for a maximum of 40 IPO personnel (Government and Contractor), shall not exceed 30 calendar days, and shall be conducted at or near Wright-Patterson AFB. The general scope of work requires an offeror to:

• Provide product familiarization training (all modules, all components)

• Provide product SDK and API training

• Provide reach-back to personnel not co-located with the IPO

• Provide product level application integration training (i.e., proper use of built in adaptors to industry products using standardized communication methods to include, but not be limited to HTTP/S, Web services, S/FTP, MQ Series)

• Provide technical training and product oversight guidance to IPO personnel on the configuration and maintenance of the exchange framework using both Out of the Box (OOTB) and SDK features, as well as related APIs

• Provide the technical training and product oversight guidance to IPO personnel on the configuration and maintenance of user-managed business rules

• Provide operational training and monitoring guidance needed to sustain the product in each environment

• Deliver training materials for the services listed herein (CDRL A006, Training Materials)

C. Integration and Interoperability Support: This area involves API and integration architecture expertise to ensure the stability, reliability, scalability and availability of the IM solution, as identified in SOO paragraph 2.3.C. The general scope of work requires an offeror to:

• Advise the IPO on application, data, and technical architecture capabilities, configuration options and integration requirements (CDRL A002, Technical Report – Study/Services)

• Advise and assist the IPO with the use and sustainment of core product APIs and related components

• Advise the IPO on the creation and maintenance of Application CI/CD Pipelines tailored to support the product

• Advise the IPO with evaluation and integration of new pipeline tools

• Provide application and integration troubleshooting and reach-back expertise

D. Program Support: Program Support establishes the services to enable the Government to serves as the SI. All DO01 work shall be coordinated by the IM Product Owner(s), using an agile delivery method, as identified in SOO paragraph 2.3.D and TDP (RFP Attachment 4) paragraph 5. The general scope of work requires an offeror to:

• Participate in the work driven by prioritized story points as directed by the IM Product Owner(s)

• Participate in agile meetings, ceremonies, and daily activities

• Use government provided tools such as JIRA to record work progress and status

• Coordinate and deliver all core product patches, releases, and updates in accordance with prioritized stories and the IMLCI roadmap

• Provide product demonstration support and related presentation materials to Air Force leadership and Air Force organizations (CDRL A003, Presentation Material)

• Respond to new Enhancement Requests and requests for additional services

• Coordinate and report resource, expenditure and contractual activities and requests for support materials (CDRL A001, Funds and Man-Hours Expenditure Report and CDRL A005, Data Accession List)

E. Product Support: This area identifies the Product Support services required to sustain the IM solution as identified in SOO paragraph 2.3.E. The general scope of work requires an offeror to:

• Provide product technical information such as architectural artifacts at the system, subsystem, API, and database level describing product features, functions, SDKs and applicable add-ins. (CDRL A002, Technical Report – Study/Services)

• Provide test methodologies and artifacts to reduce redundant testing by the Government while increasing the level of acceptability of the delivered system (CDRL A008, Software Test Description and CDRL A009, Software Test Report)

• Provide testing expertise and remediation services to support all aspects of product build, to include component assembly, data loads, exchange management, performance, security, regression, user acceptance and unit/system testing and test remediation

• Execute remediation activities (i.e., implement product changes) as necessary to address Test and Security Findings

• Provide unrestricted access to support materials such as, but not limited to, user blogs, discussion forums, on-line help, user training, FAQs, hosted chat, telephone, email and web-based technical support (CDRL A006, Training Materials)

• Provide installation and release materials associated with product upgrades, patches and bug fixes (CDRL A007, Software Version Description)

F. Configuration Support: This area identifies the work required to setup, enhance and adjust the core product as described in SOO paragraph 2.3.F. The general scope of work requires an offeror to:

• Provide initial application setup expertise and materials needed to make the product ready for immediate use including, but not limited to:

o Data attribute mapping o Workflow configuration o Business rule creation and management o Role creation and mapping o User Interface ‘form’ mapping and technical setup o Initial data load o Error resolution stemming from configuration, setup and data load activities

• Ensure product compliance with architectural guidelines and standards

• Deliver configuration materials and supporting documentation (CDRL A002, Technical Report – Study/Services and CDRL A006, Training Materials)

G. Audit Readiness: This area identifies the Audit Readiness requirements identified in SOO paragraph 2.3.G. This support enables the IPO to execute and support financial and system audits on demand. The general scope of work requires an offeror to:

• Ensure the product complies with Audit requirements

• Support Audit Readiness reviews as requested in prioritized JIRA stories

• Generate system level audit readiness documentation and supporting materials as identified in prioritized agile stories (CDRL A002, Technical Report – Study/Services):

• Remediate errors and omissions based on audit findings related to the core product

• Advise the IPO by identifying and/or solving audit readiness issues before or as they occur

H. Development Support: This area identifies the development support services and work to be performed by the offeror using agile methodologies in line with the IPO sprint teams and in accordance with the offerors assertions to the ITFR Capability Assertion List (RFP Attachment 2). The general scope of work requires an offeror to:

• Design, Build/Configure, Test and Deliver an operational capability, feature or function

• Conduct requirement, code, and user acceptance walkthroughs and applicable agile ceremonies

• Execute all work in accordance with the agile delivery methodology and workload prioritization established by IM Product Owner(s)

• Remediate all test and security findings

• Adhere to applicable standards and guidelines regarding architecture, integration and interoperability, CI/CD pipeline management and tool use

• Deliver supporting architectural, test, training and product support artifacts.

(CDRL A002, Technical Report – Study/Services; CDRL A006, Training Materials; CDRL A007, Software Version Description; CDRL A008, Software Test Description; and CDRL A009 Software Test Report)

4.3 Travel: This order requires travel. The Government has established a travel budget reflected in a Cost Reimbursable (CR) Contract Line Item Number (CLIN). This budget is expected to cover activities such as, but not limited to the following: Program Kickoff, IPO Core/SDK team training, Testing, Initial Data Load, Hosting, Deployment Cutover, and Ongoing Workshops. All travel will be in accordance with DoD Joint Travel Regulation.

4.4 Data Rights: See SOO Paragraph 2.5

5 Documentation/Deliverables: The objective is to obtain the necessary documentation to configure, develop and maintain the IM solution.

5.1 Deliverables:

Table 2. Exhibit A Table

CDRL

No.

DID Title SOO Reference

DO1

Reference

A001 DI-FNCL-

80331A

Funds and Man-Hours Expenditure Report

3.2 4.2.3D Table 5.1 5.2

A002 DI-MISC-

80508B

Technical Report – Study/Services

2.1 2.1D 2.2 2.3A, C, E, F, G, H

4.2.1 and 4.2.2 4.2.3A, C, E, F, G, H Table 5.1

A003 DI-ADMN-

81373

Presentation Material 2.3D 4.2.3D Table 5.1

A004 DI-MCCR-

80700

Computer Software Product End Item

3.3 Table 5.1

A005 DI-MGNT-

81453A

Data Accession List 3.4 4.2.3.D Table 5.1, 5.3

A006 DI-ILSS-

80872

Training Materials 2.3B, F, H 4.2.3B, E, F, H Table 5.1

A007 DI-IPSC-

81442

Software Version Description (SVD)

2.1D 2.3E, H

4.2.1 4.2.3A, E, H Table 5.1

A008 DI-IPSC-

81439A

Software Test Description

2.1D 2.3E, H

4.2.3E, H Table 5.1

A009 DI-IPSC-

81440A

Software Test Report 2.1D 2.3E, H

4.2.3E, H Table 5.1

5.2 Expenditure Report: Provide monthly expenditure report for Government visibility into offeror expenditures for labor, materials, travel and other contract charges. (CDRL A001, Funds and Man-Hours Expenditure Report)

5.3 Data Accession List (DAL): Identifying offeror internal data, which has been generated by the offeror in compliance with the work effort, described in this SOO in a DAL. The DAL shall serve as an index and identify data which has been generated. The Government can use the list to order/obtain data as cited in the contract. (CDRL A005, Data Accession List)

5.4 Other Direct Costs: The offeror shall request approval to purchase the Other Direct Costs (ODCs) from the Contracting Officer (CO) in writing by providing current quotes from three offerors or other proof of cost reasonableness (i.e. sole source justification memo for products that are unavailable through any other source). The Government has established an ODC budget reflected in a Cost Reimbursable (CR) Contract Line Item Number (CLIN).

6.0 Service Summary (SS): The Contractor shall be evaluated according to the following metrics as detailed in the Quality Assurance Surveillance Plan (QASP):

Performance Objective SOO

Paragraph Performance Threshold

Timeliness: Deliverables delivered by the date specified in the CDRL.

5.1 Performance is considered acceptable when

95% of deliverables are delivered on time. Compliance with revised delivery dates established by Government approved waivers are considered on time.

Quality of Service: Deliverables meet the requirements of the content stated in the CDRL.

5.1 Performance is considered acceptable when

90% of the deliverables are accepted without revisions required.

Quality of Service: Contractor provides quality services in a professional manner that meet the requirements of the contract.

4.2.3 Performance is considered acceptable when

no more than 2 valid complaints are reported to the Program Manager per Fiscal Year (FY). The Contractor shall respond to each complaint within 5 business days and include a corrective action plan.

4. Delivery Order 01 (DO01)