FY26.QRadar.Statement of Work.pdf
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- Seeking Sources for IBM QRadar on behalf of USNA
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This document is a Statement of Work (SOW) for IBM's QRadar maintenance services for the United States Naval Academy (USNA). The SOW covers comprehensive technical support, hardware support, and software update services for the USNA's IBM Security Information and Event Management (SIEM) system. Key technical support requirements include 24/7 telephone support, email support with a two-business-day response time, and access to online support resources. Hardware support specifications mandate troubleshooting assistance, free replacement of failed hardware components within two business days, and USNA IT personnel handling component replacements. Software support includes immediate access to updates and upgrades for IBM QRadar hardware platforms via the IBM Support Portal, with all services strictly limited to the hardware and software involved in the implementation.
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Anthony Longo US Naval Academy
05/29/2025
STATEMENT OF WORK FOR IBM's QRadar MAINTENANCE
1. SCOPE. This statement of work covers all technical, hardware, and updates and upgrades support services needed for the United States Naval Academy (USNA)’s IBM Security Information and Event Management (SIEM). All services procured will strictly cover only the hardware and software involved in this implementation.
2. REQUIREMENTS.
2.1. Technical Support
2.1.1. Provide access to telephone technical support for all hardware and software products 24 hour hours a day, 7 days a week, 365 days a year.
2.1.2. Provide access to technical support through email with a response time of no less than two business days.
2.1.3. Provide access to online support resources such as knowledge bases, technical articles, and product manuals.
2.2. Hardware Support
2.2.1. Provide hardware troubleshooting support as part of the technical support process.
2.2.2. Provide replacements for all failed hardware components at no cost to USNA.
2.2.3. Ship failed hardware component replacements to USNA for delivery within two business days of initial replacement request.
2.2.4. USNA IT personnel will replace all new components and ship back failed and/or defective components.
2.3. Software Update and Upgrade Support
2.3.1. Provide access to software updates and upgrades for IBM's QRadar hardware platforms via the IBM Support Portal immediately upon release.
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