J-2 QASP.doc

HC1028-10-R-2039

Attachment J – 2

Quality Assurance Plan (QASP)

QUALITY ASSURANCE PLAN (QASP)

DISA CAPACITY SERVICES COMMUNICATIONS

As of 20 July 2010

1. Title. DISA Capacity Services Communications (CSC)

2. Work Requirements.

· Item 1 – Toll Free Staffed phone number (24x7x365)

· Item 2 – Equipment Availability (99.95%)

· Item 3 – Provide Maintenance on government owned equipment to the required availability.

· Item 4 – Technical Refresh: End of Support

· Item 5 – Integration/Interfaces

· Item 6 – Provide relocation services

· Item 7 – OEM Communication Online accounts

· Item 8 – Escalation Procedures

· Item 9 – Provide other services – as requested –software, relocation

· Item 10 - Technical assistance support

· Item 11 – Technical assistance center (TAC)

· Item 12 – Exit Strategy

· Item 13 – Monthly Reports

· Item 14 – DISA Form 7s

· Item 15 – Security Compliance

3. Primary Method of Surveillance.

Periodic Inspection, as required, is scheduled for Task 1 - 15. There will be 100% monthly review/inspection for Task 1 – 15 when Capacity Services Communications (CSC) support is required.

4. Scope of Performance.

The vendor shall provide all personnel, equipment, tools, materials, supervision, and other items and non-personal services necessary to perform to the standards and terms defined in this contract.

5. Performance Standards.

Performance standards are identified below.

PERFORMANCE THRESHOLD

100% available from contract POP start date.

99.95% availability per month for all Predictive and Remedial Maintenance each month

99.95% availability each month

100% notification within 30 days of becoming end of support.

100% for each requested situation

100% for each requested situation

100% - 24/7/365 access for each site, each OEM

Provide within 15 days after award of task order.

100% for each requested situation

100% availability for each requested situation at the designated level

100% availability for each requested situation

99.95% availability maintained during transition month(s) to the follow-on vendor.

100% available within 10 calendar days after completion of each month containing the minimum cited data.

100% for each site visit

100% Compliance with all applicable security directives

6. Remedies. The contracting officer shall follow FAR 52.212-4, “Contract Terms and Conditions-Commercial Items” for vendor’s failure to perform satisfactory services or failure to correct non-conforming services. Failure to meet the contract AQL on any performance standard may result in a 1% monthly invoice penalty per performance standard at the discretion of the government.

7. Acceptable Quality Level (AQL):

The AQL for this project is 100% due to the critical requirement of Capacity Services Communications (CSC) for DISA processing.

8. Evaluation Method:

The performance standards will be reviewed and measured monthly. The COR will review the “ADPE Maintenance Record/FORM 7” to document the time elapsed between the initial call for support of a hardware maintenance/repair requirement, voice and physical response by the contractor, and resolution to verify and validate contractor performance.

The “ADPE Maintenance Record/FORM 7” and is defined as the official documentation from the Government that hardware maintenance/repair is required. The “ADPE Maintenance Record/Form 7” captures the time the hardware error occurred, when the Government requests support from the contractor, and the time that the hardware error is resolved. The “ADPE Maintenance Record/Form 7” is the official measure of response and resolution time.

9/7/2010

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