ATCH J-2 PWS Revised 6 Mar 2012.docx

SECTION C – DESCRIPTION/SPECIFICATIONS

PERFORMANCE WORK STATEMENT

Revised as of 6 Mar 2012

C.1 TASK MONITORS (TMs).

a. Primary TM.

Department of Defense Activity Address Code (DODAAC):

H98272

Chambersburg, PA 17201-4122

b. Alternate TM.

Chambersburg, PA 17201-4122

C.2 TASK ORDER TITLE. DISA On-site Hardware Maintenance.

C.3 BACKGROUND.

DISA is the preeminent provider of information systems support to our war fighters and others as required by the Department of Defense, under all conditions of peace and war. The processing centers provide a full range of state-of-the-art information technology service, including computer processing. They provide responsive, reliable, accurate, secure, and cost-effective information technology services to our war fighters and other customers. The criticality of 24/7 support to our customers requires immediate response and reliable support from our hardware maintenance vendor.

C.4 OBJECTIVES.

The goals of this requirement is to procure responsive, reliable, and cost-effective recurring hardware maintenance for DISA hardware based upon the levels of maintenance service support identified for each equipment asset.

C.5 SCOPE.

This specification covers the requirement for on-site preventative, predictive, and remedial hardware maintenance and internal hardware operating system’s software, engineering changes, and other related hardware maintenance services at the DISA Computing Services Directorate (CSD) processing centers, or its successor, as well as satellite installations/information processing centers, at various locations. The specification covers hardware internal operating system software and software technical support when they are offered as an integral and essential part of providing hardware maintenance.

As DISA requirements change, the contract may change based on equipment being added, deleted, or transferred to a reduced maintenance support level or transferred to a different location.

C.5.1 DEFINITIONS.

a.“Original Equipment Manufacturer” (OEM) is defined as a commercially viable and accepted firm with a substantial involvement in the manufacturing and modification of Automated Data Processing Equipment (ADPE).

b. “Principal Period of Maintenance” (PPM) is defined differently for each level of maintenance service required for the equipment.

(1) Level I PPM is defined as twenty-four (24) hours per day, seven (7) days per week, 365 days a year.

(2) Level II and Best Effort T&M is defined as 0800-1700 during each Government business day, Monday thru Friday with the exception of Federal Holidays to include unscheduled holiday time as decreed by the President of the United States

c. “Outside Principle Period of Maintenance” (OPPM) is defined as any time outside of the defined PPM for each Level of maintenance service. This will only occur for Level II.

d. “Predictive Maintenance” (Fix before Fail Concept) is defined as a process that monitors hardware error activity using automated identification and reporting systems, alert mechanisms and diagnostic routines. When error or event thresholds are exceeded, repairs are affected prior to an actual equipment failure.

e. “Preventive Maintenance” (PM) is defined as regularly scheduled maintenance intended to maintain hardware in good operating order as recommended by the OEM.

f. “Remedial Maintenance” (RM) is defined as unscheduled maintenance to diagnose and repair malfunctioning hardware.

g. “Diagnostic Software” is on-line and off-line software programs that test, evaluate, and fault-isolate components and functions of ADPE hardware. “On-Line” is defined as a component of the Controller, CPU, or Microcode. “Off-Line” is defined as programs run on outboard test equipment. Vendor’s diagnostics must be capable of recording, analyzing, and correctly interpreting all generated diagnostic error codes or diagnostic messages/signals.

h. “Maintenance Repair Time” is defined as the time between expiration of response time, or upon maintenance technician arrival on site, whichever is earliest, and when the hardware item is returned to the Government in good operating condition.

i. “State-of-the-Art” is defined as the most recently designed components that are in current production, marketed, available, maintained and supported in accordance with the mandatory requirements specified elsewhere in this document.

j. “Remote Diagnostics” is defined as the ability to connect a local device to a remotely located test device, e.g., a diagnostic processor, to perform a series of diagnostic routines to determine a cause for failure and recommend or effect repairs.

k. “Call Home” is defined as a machine identification of a potential error condition which may be indicative of a failed or failing component, and for which the error condition is automatically transmitted to the remote diagnostic support facility for analysis and correction. The contractor must provide modems and other such hardware and software devices as necessary to comply with this requirement.

l. “Surge Condition” is defined as a peak processing time warranted due to unique mission requirements.

m. “ADPE Maintenance Record/DISA Computing Services Directorate FORM 7” is defined as the request for permission to obtain access to the hardware in order to complete maintenance. All maintenance services completed on-site require a DISA CSD FORM 7. Attachment 2 contains a copy of the DISA CSD FORM 7. The ADPE Maintenance Record/ DISA CSD Form 7 is the official measure of response and repair time identified in paragraph C.6.13.a.

n. “Operating System Software” is defined as the internal software that is integral to the operation of the hardware.

o. “Media Retention” is defined as any storage media/disk removed for repair that is retained by the Government due to security issues. The cost associated with Media Retention shall be included in each separate contract line item equipment monthly maintenance cost (for those items that contain storage media/disk).

C.6 PERFORMANCE REQUIREMENTS.

This specification covers the full range of preventive and remedial maintenance services for a broad variety of IT equipment covering numerous levels of maintenance service and manufacturers. The contractor shall ensure that he has reviewed the equipment list, is familiar with the type(s) of equipment, and is fully capable of maintaining the items.

Hardware/operating system’s software shall be maintained in good operating condition as defined by the standards established by the OEM. Prior to acceptance by the Government, the repaired or replaced hardware item shall meet the acceptance test standards outlined in the OEM’s specification.

Hardware maintenance support requires the contractor to obtain and maintain OEM agreements for each equipment manufacturer based on the level of maintenance service required. OEM agreements are required for all equipment assets identified as Levels I and II maintenance.

All signed OEM agreements (signature of OEM and contractor) shall be confirmed/copies submitted with the vendor’s proposal.

C.6.1 RESPONSE AND REPAIR TIME.

The contractor shall provide a toll free, staffed telephone number twenty-four (24) hours per day, seven (7) days per week. For each remedial maintenance service call, the following information shall be recorded by the contractor point of contact for the purpose of completing monthly reporting requirements: location, manufacturer, model, serial number, brief description of symptom or problem, name of person initiating the remedial maintenance call, date, and time the call was initiated.

The contractor shall arrive on-site within the maximum response time identified and complete remedial maintenance in the maximum repair time based on the level of maintenance service required for each equipment asset, or on a deferred basis, after the equipment is made available. Repair consists of diagnosing and correcting the problem and returning the equipment to its original operational condition prior to the failure and the equipment shall meet the acceptance test standards outlined in the OEM’s specification.

The proposed maximum response time shall commence upon making contact, or from the first documented attempt to make contact, with the contractor's POC. Documented attempt includes remote call home by the equipment, help desk call, and/or a call from the CSD Emergency Manager/s (Alternate CORs).

The maximum response and repair time for each level of maintenance service is identified below.

Level I – The contractor shall arrive within two (2) hours after being notified by the Government, to commence remedial maintenance and complete all repairs within four (4) hours after arriving on site. The total time for repair is six (6) hours.

Level II– The contractor shall arrive on-site to commence remedial maintenance on the Next-Business-Day (NBD) after being notified by the Government, and complete all repairs by 1700 hours on the Second-Business-Day (SBD) after arriving on-site. The total time for repair is two (2) business days.

Best Effort T&M - The contractor shall arrive on-site to commence remedial maintenance on the NBD after being notified by the Government, and complete all repairs by 1700 hours local time on the third business day after arriving on-site. The total time for repair is four (4) business days.

Recurring malfunction - For recurrence of the same malfunction repaired within the preceding seventy-two (72) hours, regardless of maintenance service level, the contractor shall arrive on-site to commence remedial maintenance within two hours and complete all repairs within four hours after being notified by the Government. The total time for recurring malfunction repair is 6 hours.

C.6.2 REPAIRS OUTSIDE OF PRINCIPLE PERIOD OF MAINTENANCE (OPPM).

The Government may require repair of equipment OPPM. At such times, the contractor shall respond within four hours to conduct repairs. The Government may require a shorter response time dependent on mission requirements. Request for and authorization to respond to a shorter response time will be provided by the CO, COR or designated alternate. An hourly rate will be charged for all OPPM repairs. This will only occur for Levels II. The PPM for Level II is defined as 0800-1700 local time.

C.6.3 DIAGNOSTICS.

C.6.3.1 DIAGNOSTIC ROUTINES.

a. As defined per paragraph C.5.1.g above, the contractor is required to have access to and utilize a complete set of maintenance/software diagnostic routines for the hardware, both on-line and off-line for predictive maintenance and problem definition. The local maintenance technician must possess the capability to run both “on-line” and “off-line” diagnostics. Diagnostic software must be specific to the individual hardware manufacturer’s equipment, if the OEM originally provided that diagnostic capability. The diagnostic routines shall be used to keep the hardware items in good operating condition, so that hardware meets OEM design and performance specifications. The maintainer must employ a remote service center or centers, which are operational 24 hours per day 7 days per week.

b. Where remote diagnostics or local diagnostics are available for diagnosing an equipment failure, the contractor shall assure the Government that circuit board or component swapping will not be performed by maintenance personnel as a method of problem determination and isolation.

c. Machine generated error and event logs shall be retained on-site and accessible to the Government for a period of not less than 30 days. These error logs may be used to support remote diagnostics for predictive and remedial maintenance.

C.6.3.2 REMOTE DIAGNOSTICS AND CALL-HOME SUPPORT.

a. The Government requires that remote diagnostics and call home support continue for all equipment that currently has such support. Permanent recorded system errors must be immediately called home to remote service center(s). The contractor shall provide written confirmation that call home and remote diagnostics support for applicable equipment exist within 7 calendar days after contract performance start.

b. Verbal contact between the local maintenance technician and

the remote technician.

c. The dial-in feature can be used, but with site authorization. The feature must be capable of disabling and set up, to provide the site the ability to enable the feature upon request from the vendor. The site will monitor the usage of the dial-in feature while the vendor is using it and disable that feature immediately after the vendor has completed their usage.

C.6.4 ENGINEERING CHANGE PROPOSALS (ECP).

a. For the purpose of this PWS, all ECP changes issued by the OEM are considered mandatory for installation. Even though the license to use the ECP will be issued by the OEM to the Government, the changes will be obtained and installed by the contractor, and any related cost must be included in the monthly maintenance prices set forth in the schedule. No separate or additional charges for obtaining and installing ECP changes will be allowed.

b. Non-critical/non-hiper ECP’s shall be installed and applied within sixty (60) days after the OEM releases them for installation.

c. Critical/hiper ECP’s shall be installed and applied within thirty (30) days after the OEM notification that the critical/hiper ECP’s are required.

d. The installation period may be extended by the government, if mission requirements necessitate the government to defer ECP installation. Installation shall be fully coordinated with the site POC who will in-turn coordinate with the COR, if necessary.

e. Completed ECP change installations, and those ECP changes released but not yet installed, must be documented on the contractor’s Quarterly OEM ECP Report, as defined in paragraph C-6.12. Note: In addition, the Certificate of Maintainability, as defined in paragraph C.6.9 shall attest that all OEM ECP changes have been applied.

f. All OEM ECP changes shall be accepted within 30 days of install and application.

g. Installation of ECPs shall be coordinated with the site POC and completed during preventative maintenance, if applicable, and outside of prime system operating hours.

h. In the event the contractor is delayed or unable to install/apply/accept ECP’s, etc, the contractor shall contact the CO or COR to discuss solutions.

C.6.5 PREDICTIVE MAINTENANCE.

Contractor shall monitor equipment/component performance using diagnostics defined in paragraph C.6.3 for the purpose of identifying whether equipment is operating in accordance with established specifications. The contractor shall, upon determining that an equipment/component is about to fail or is operating outside OEM specifications, initiate action to effect repair even though no call for remedial maintenance has been initiated by the site help desk or shift supervisor.

a. Level I predictive maintenance shall occur the same day as discovered.

b. Level II and Best Effort T&M shall occur the NBD after being notified by the Government.

Contractors shall call the help desk or shift supervisor to inform them that they are coming in for predictive maintenance and upon arrival on site, contractor’s technician shall report to the site help desk or shift supervisor in order to comply with reporting requirements per paragraph C.6.13.a.

C.6.6 REMEDIAL MAINTENANCE.

Calls will be initiated by the site help desk or shift supervisor to the contractor’s toll free service (paragraph C.6.1). Contractor shall respond and repair, or when necessary, obtain required OEM support, in accordance with this specification. The contractor shall complete remedial maintenance within the response and repair times per paragraph C.6.1. Upon arrival on site, contractor’s technician shall report to the site help desk or shift supervisor in order to comply with reporting requirements per paragraph C.6.13.a.

a. For Level I - Upon commencement of repair, the contractor shall maintain a written error log of automated and non-automated repair and diagnostic actions and provide the log to the Government as requested during the action.

b. After correction of the problem, the contractor shall pursue complete diagnosis of the problem and provide a written after-action report of the failure.

c. In the event of equipment failure, the contractor shall ensure that diagnostic analysis is performed on data dumps. The contractor shall confirm diagnostic analysis commences within four hours of failure. The contractor shall present a written diagnostic analysis of the data dumps.

C.6.7 PREVENTIVE MAINTENANCE.

Preventive maintenance shall be scheduled as agreed to by the local POC and the contractor. The contractor shall submit in writing its preventive maintenance schedule for Level I and II equipment to the Contracting Officer within 30 days after contract award. Submission of the schedule shall be in accordance with contractor format. The preventive maintenance schedule may be modified at no cost by mutual agreement of both parties. The contractor’s proposed schedule shall not be less than that recommended by the OEM and shall include, as a minimum, the following information:

a. Nomenclature of hardware item.

b. Model.

c. Serial Number.

d. Remote diagnostics and call home capabilities.

e. Frequency and duration of preventive maintenance, and type of service to be performed. The preventive maintenance schedule may be modified by mutual agreement.

The contractor shall commence preventative maintenance IAW the approved preventative maintenance schedule within 30 days for Level I equipment and within 60 days for Level II equipment. Preventative maintenance shall be scheduled outside the prime system operating hours.

If during the course of preventative maintenance, an equipment malfunction is identified, the contractor shall report the malfunction to the site POC. The malfunction shall be corrected as a Remedial Maintenance Service (see paragraph C.6.6) and comply with response and repair times (see paragraph C.6.1).

C.6.8 MISCELLANEOUS SUPPORT FOR HARDWARE ITEMS AND ASSOCIATED INTERNAL OPERATING SYSTEM SOFTWARE.

The contractor shall provide, on an as needed basis, miscellaneous services that may be required in support of continuing equipment operations. These services may include, but are not limited to, equipment and operating system reconfigurations, relocations, installation, deinstallation, on-site standby maintenance support during scheduled power outages, and/or surge services. Work performed under this section shall be IAW OEM published standards. Upon request by the Contracting Officer, the contractor shall submit a written quote for the support being requested by the Government which shall include the required number of hours. The contractor shall invoice for the actual hours worked.

Specific examples of miscellaneous support are identified, but not limited to, the following paragraphs.

C.6.8.1 SURGE SERVICES.

In the unlikely event of a global conflict, catastrophe, or emergency, the Government may require escalation of maintenance services to a higher maintenance level (see paragraph C.6.1) This temporary escalated support will be subject to higher maintenance level rates as stated in this contract. A flat rate for the higher maintenance level will continue until the reason for escalation expires. The higher maintenance level rate shall take effect immediately upon escalation and shall be prorated based on the actual use of the escalated maintenance level.

Invoices shall be submitted on a case by case basis and in arrears. Each incident will have its own unique invoice with an attached copy of the affiliated Form 7.

C.6.8.2 STANDBY MAINTENANCE SERVICES.

When requested by the Government, the Contractor shall provide maintenance technician/s on-site in a standby posture. The Government will pay a flat rate for this standby service. Examples of situations where standby services would be required are, but not limited to: commercial power upgrade, cooling system upgrade, system upgrades by another vendor and power up and power down requirements.

Invoices shall be submitted on a case by case basis and in arrears. Each incident will have its own unique invoice with an attached copy of the affiliated Form 7.

C.6.8.3 RELOCATION SERVICES.

The Government reserves the right to relocate any hardware item maintained under this contract within the site or to an installation other than the one for which the initial award was made. Relocation services include inspection, installation, de-installation, disassembly, packing, unpacking, placement and shipment of equipment and removal of all packing material. The Government will specify items of equipment, scheduled for de-installation, that require a Certificate of Maintainability (COM). The Contractor shall conduct the inspection and provide the required COM IAW paragraph C.6.10. Further specific details will be provided for any relocation requirements. Relocation services will be provided at a flat rate.

Invoices shall be submitted on a case by case basis and in arrears. Each incident will have its own unique invoice with an attached copy of the affiliated Form 7.

C.6.8.4 BEST EFFORT T&M

The level of service for Best Effort T&M is for per call miscellaneous Information Technology (I.T.) equipment maintenance (by the call, plus Parts replacement) and shall be provided by the Contractor IAW the provisions of this PWS. All Best Effort asset Coverage additions will be considered, but must be approved by the CD1231 Chief, Asset Maintenance Branch prior to including said requirement to the Best Effort T&M maintenance coverage. Response time for Best Effort T&M maintenance is defined in para C.6.1. On-site, on call service for the first hour shall be paid at the straight labor rate and any time after that will be paid in 15 minute increments.

Repairs requiring parts in excess of $1,000.00 shall be approved by the COR or the COR Alternate. Repairs requiring parts and labor charges in excess of 51% of replacement cost shall not be performed.

Upon arrival on-site, contractor’s technician shall report to the site help desk or shift supervisor in order to comply with reporting requirements per paragraph C.6.13.a.

Invoices for Best Effort T&M incidents shall be submitted on a case by case basis and in arrears. Each incident will have its own unique invoice with an attached copy of the affiliated Form 7.

C.6.9 EMERGENCY TIME AND MATERIAL MAINTENANCE SERVICE

The Contractor shall provide maintenance on equipment identified during emergency conditions that are not covered by a maintenance contract. Emergency time and materials maintenance service includes, but is not limited to, fault isolation, running of diagnostics, testing, and replacement of failed parts or end items. Prior to acceptance by the Government, the repaired or replaced hardware (replaced as a method of conducting maintenance) item shall meet the acceptance test standards outlined in the OEM’s specification. The repaired equipment will be placed on a contract vehicle.

The Contractor’s help desk personnel will be contacted to initiate an emergency time and materials maintenance service call. A list of names of personnel authorized to call in an emergency time and materials maintenance service will be provided to the vendor within 10 days after contract award. The Contractor shall respond, verify fault, obtain required parts, and complete the repair. The Contractor shall perform emergency time and materials maintenance service after first addressing the site POC to obtain copy of the ADPE Maintenance Services/DISA CSD Form 7 and to ensure the equipment is available and released for emergency time and materials maintenance service.

For emergency time and materials maintenance services the Contractor shall arrive on-site within four (4) hours after being notified by the Government. The Contractor shall complete emergency time and materials maintenance service by providing best effort after arriving on site, or on a deferred basis, after the site makes the equipment available.

A DISA Computing Services DISA CSD Form 7 or electronic equivalent shall be used to record emergency time and materials maintenance services IAW paragraph C.6.13.a.

Invoices for Emergency Time and Material incidents shall be submitted on a case by case basis and in arrears. Each incident will have its own unique invoice with an attached copy of the affiliated Form 7.

C.6.10 CERTIFICATE OF MAINTAINABILITY.

a. The Government will provide any Certificates of Maintainability received from the out-going contractor prior to the start date of the contract calling-out maintenance service. Thereafter, the contractor shall furnish Certificates of Maintainability for all equipment maintained as part of this contract. The certificates shall be furnished to the Contracting Officer in accordance with contractor format as follows:

(1) Forty-Five (45) days prior to the completion or termination of the contract, or

(2) Within fifteen (15) days of notification that items of equipment will be removed from this contract. Under certain circumstances, such as equipment being removed for purposes of disposal, certificates for individual units may be waived. This will be at the discretion of the Government CO or COR.

b. If any portion of this contract is terminated for convenience, the contractor shall provide a Certificate of Maintainability for the terminated portion of the contract unless waived by the Government. The certificate will be furnished to the Contracting Officer within thirty (30) days prior to the termination date of the contract, provided the contractor received at least sixty (60) days notice of termination.

c. Certificate of Maintainability, at a minimum, shall state the following:

(1) That hardware has been maintained in accordance with the OEM standards and specifications.

(2) The most recently issued ECP installed, or, if released within the preceding 30 days, the contractor’s plan for the installation which has been approved by the COR, or his/her designated representative.

(3) Only new, or reconditioned and certified by the contractor like new parts have been installed.

(4) Model and serial number of the equipment being certified.

(5) Expiration date, if any, of the certification.

(6) ECP level of the equipment at certification.

C.6.11 INSPECTION OF EQUIPMENT.

a. Within 30 days after performance start, the contractor shall provide written notification to the Contracting Officer of any equipment conditions that deviate from the OEM published/accepted maintenance standard. Assuming the equipment is in an operational status when the contract is awarded, the contractor shall maintain the operational status of the equipment during the 30 day period. If the equipment is found to not be in an operational status, reference paragraph C.6.19 for resolution procedures.

b. If no equipment deviations are brought to the Government’s attention by the end of the 30 day period, the equipment will be considered by the Government as eligible for maintenance certification.

c. For task order award purposes, the contractor shall provide the actual inventory found within 30 days to justify any deviation in pricing.

C.6.12 REPLACEMENT PARTS.

a. Replacement parts shall be OEM certified new, or reconditioned and certified by the contractor like new, and be form, fit, and function compatible with existing ECP release levels for equipment operation. Installation of used components which have not been tested or reconditioned and certified as like new is unacceptable, except when such parts are no longer available from any source, including the OEM.

b. Parts required to accomplish repair shall become the property of the Government.

c. Removed parts will become the contractor’s property except where security is an issue. The contractor shall not be reimbursed for “Media” retained at the site, therefore the contractor shall include in the “media retention” charges in the monthly maintenance cost for the equipment items that contain storage media/disk.

(1) DISA is required to maintain media that contains sensitive or classified data and the component will not be returned to the vendor during the repair process. Authorized DISA personnel will provide approval for the replacement of these components. DISA authorized personnel will include the COR, and alternate, including emergency personnel identified in the contract.

The authorized emergency personnel will be included as alternate CORs identified on the contract.

The vendor shall provide the part number of the component, the price, and the basis of the price (e.g. published price list, GSA pricing). The vendor will provide an e-mail no later than the close of business on the next business day to the COR with the price of the component and who authorized the retention of the component. The authorized cost will be included in the monthly service invoice that the vendor submits to the government. The vendor will identify by part number and cost of the retained part on the invoice.

d. Unclassified and Classified data storage devices will not be released from the site. The contractor shall include the cost for “media retention” in the monthly maintenance charges for each equipment asset that contain storage media/disk.

e. The contractor may elect to keep a complement of repair parts on-site, if the location has available space (see paragraph C.6.10) The contractor shall have parts available twenty-four (24) hours per day, seven (7) days per week preferably from a local parts section or distribution center. Regardless of the maintenance vendor’s choice of parts location, repair parts must be available on-site in sufficient time to comply with repair times cited at paragraph C.6.1 above.

C.6.13 REPORTS.

a. ADPE Maintenance Records/DISA CSD Form 7: Records shall be completed in cooperation with site help desk personnel, for all maintenance actions including every predictive, remedial, preventive maintenance, ECP, install, deinstall, or upgrade action. Records shall be completed using the attached DISA CSD Form 7 (see Appendix A), or electronic equivalent. The completed report shall be returned to the help desk or for remote locations to the shift supervisor, prior to the technician departing the site. If the contractor fails to submit documentation at the time required, it may result in the Government withholding payment. The DISA CSD Form 7 is currently not available electronically. It may be supplied upon contract award. The “Instructions to Complete the ADPE Maintenance Record” lists the information to be entered into the fields by the OST/help desk personnel. Vendor CE personnel should review all fields on the DISA CSD Form 7 for accuracy before they sign the DISA CSD Form 7. Vendor CE personnel will receive a copy of the signed DISA CSD Form 7 before departing the site or upon conclusion of the service call where the machine is repaired and operating within OEM specifications. Specific Instructions for Completing the ADPE Maintenance Record (DISA CSD Form 7) can be found in Appendix A.

The ADPE Maintenance Record/DISA CSD Form 7 is the official measure of response and repair time identified in paragraph C.6.1.

b. Monthly Report: The contractor shall provide a monthly report for the preceding 30 day period to the site POC and DISA COR no later than the 15th of the following month. The report shall include three separate parts as identified below with the following information:

(1) Part I - Summarized activities for the preceding period and a description of any problems encountered or anticipated during the next reporting period.

(2) Part II - List of equipment by model and serial number that received predictive, preventive or remedial maintenance during the reporting period. Reference the appropriate ADPE Maintenance Record to include calls home. For each referenced maintenance record, identify parts utilized and whether new or certified as reconditioned like new.

(3) Part III - List of Equipment not on Maintenance by model and serial number.

(4) Part IV - Quarterly OEM ECP Report: The contractor shall provide a quarterly report to the site POC and DISA-COR no later than the 15th of the following quarter. The report shall identify as of the 1st month of the current quarter the OEM ECP status. The report shall include, at a minimum, the following information:

a. List each item of Level I and identifying the current level of OEM ECP’s installed; the OEM ECP’s level that is available for install; and the target date to install ECP’s to bring to OEM ECP prescribed level.

b. Reports delivered by the contractor in the performance of the contract shall be considered “Technical Data” as defined in the applicable Rights in Technical Data Clause of the General Provisions.

c. Monthly reports shall be submitted electronically. Addresses for applicable offices will be furnished prior to performance start.

d. The heading of all reports shall contain the following information:

(1) Contract Number

(2) Name of Contractor

(3) Contract Expiration Date

(4) Contractor Project Director and Telephone

C.6.14 CONTRACTOR MAINTENANCE CHARGES.

a. Except as provided elsewhere in this contract, the contractor’s monthly charges shall include all costs, including but not limited to, all management, technical support, planning, programming, administration, labor, materials, supplies, transportation, replacement parts, damaged media retention, diagnostic routines, modems, other test equipment, and supervision, for all maintenance and other services as defined in the Statement of Work.

b. Non-Chargeable Maintenance Items. There shall be no additional maintenance charges for:

(1) Time spent by maintenance personnel after arrival on-site awaiting arrival of additional personnel or parts delivery.

(2) Remedial maintenance occasioned by the recurrence of the same problem repaired in the preceding 72 hours.

(3) The contractor’s performance of preventive maintenance according to the required schedule.

(4) The contractor’s installation of ECP/microcode changes.

(5) The contractor’s installation of required hardware or software diagnostic tools at the proper release level.

(5) Controller or Device Reconfigurations (i.e., DASD Device Type Emulations,), requested by the Government.

(6) Inspection of equipment and hardware internal operating system software configurations, requested by the Government for the purpose of initiating maintenance on equipment for the first time.

(7) Additional costs or delay costs associated with maintenance once on-site if processing/mission requirements delay maintenance. The Government will ensure the machine is made available within four hours of the pre-scheduled start time.

C.6.15 ADDITIONS OF SERVICE.

While this PWS does not cover all inventories within DISA's existing inventory, the Government reserves the right to incorporate any equipment within DISA's current or future inventory into the resultant contract(s) if it is deemed to be in the Government's best interest to do so. In the event the Government wishes, at its discretion, to add an equipment item for maintenance service, such as items coming off warranty, items on expired contracts, relocated items, or new items purchased or leased without maintenance, the Government will give the contractor written notice a minimum of thirty (30) days prior to the maintenance start date, unless the contractor agrees to a lesser period of notice. If there is an existing equipment item on contract, the contractor shall offer monthly maintenance at the same established price of the existing item with the same configuration, i.e., feature codes, etc. If the piece of equipment is new to the contract, the monthly maintenance charge shall be negotiated. The equipment will be added to the contract via a spreadsheet modification. If the equipment is added prior to or on the 15th of the month, the contractor will be paid for the full month. If added after the 15th of the month, the contractor will not bill until the following month. The contractor shall inspect equipment hardware and operating system software configurations when requested for the purpose of initiating maintenance on the same for the first time under this contract. Request contractor provide the CO with documentation of the inspection included with the quote.

C.6.16 DISCONTINUANCE OF SERVICES. In the event the Government determines that maintenance of an equipment item is no longer required under this contract, the Government will give the contractor written notice thirty (30) days prior to the discontinuance of maintenance services, unless the contractor agrees to a lesser period of notice. The equipment will be deleted from the contract via a spreadsheet modification. If the equipment is deleted prior to or on the 15th of the month, the contractor will not be paid for the month. If deleted after the 15th of the month, the contractor will be paid for the month. This provision in no way restricts the Governments rights under the termination clauses incorporated elsewhere into this contract.

C.6.17 INSTALLATION/DEINSTALLATION OF HARDWARE ITEMS.

a. The contractor shall be responsible for the installation or deinstallation of hardware items upon request by the Government. This requirement may be due to guidance outlined in paragraphs C.6.15 through C.6.16 above, or for any Government sponsored relocation.

b. Where equipment is received from a location not currently addressed within this PWS, and reinstallation is requested, the contractor shall initially determine the suitability of the equipment in relationship to OEM specifications. Equipment that is found to be within OEM specifications shall be deemed acceptable for maintenance.

c. For equipment that does not meet OEM published standards and requires rehabilitation prior to assumption of maintenance, the contractor shall furnish the Government a written summary of findings and a proposal for the rehab. The proposal will address those specific deficiencies requiring correction, the cost of such correction, and a statement indicating that upon approval and implementation, said equipment will be acceptable for maintenance.

d. For these services, the contractor shall provide a proposal, upon request from the Government, IAW paragraph C.6.8.

C.6.18 WARRANTIES. Technology insertion is an ever present and on-going process within each and every supported site. As such, manufacturer warranties may still be valid for end items, components, or upgrades. Where this condition exists, the maintainer will ensure that no procedural incident occurs that would invalidate existing warranties. The contractor shall notify the Government of any action that may potentially void the warranty of an item.

C.6.19 DISPUTES. Where a dispute may arise between the incoming vendor (who just received contract award), and outgoing vendor regarding validity of maintenance standard, both parties shall provide in writing their basis for the allegation. If independent resolution cannot be realized, the Government shall have the option of requesting an OEM technical evaluation. The cost for this evaluation will be billed to the outgoing vendor should it be determined that equipment is not to specification. If equipment is determined to be within specification, cost will be billed to the incoming vendor.

C.6.21 RESERVED

C.6.21 POINTS OF CONTACT.

a. At least 7 days prior to commencing performance, the contractor shall provide the Contracting Officer with primary and secondary POC’s that are responsible for responding to maintenance requests.

b. The Government office(s) authorized to request remedial maintenance will be identified and provided by letter.

c. The COR’s and Emergency Maintenance Manager/s (Alternate CORs), located at DISA CSD Logistics (CD1231) Chambersburg, will be authorized to contact contractors, for the purpose of coordination and problem resolution at the respective site. The contractor site POC supports the ultimate customer at the DISA Site or will contact the COR or Emergency Maintenance Manager/s (Alternate CORs) as appropriate.

C.7 KEY PERSONNEL -- TRAINING/REPAIR CERTIFICATION: The contractor shall provide Training/Repair Certification for each technician/specialist that will complete service on Level I and Level II equipment assets. At a minimum, Training/Repair Certification shall confirm that technician/specialist/s have current certification for each make/model of Level I and Level II equipment, as listed on worksheets entitled “Level I” and “Level II” on the attached equipment spreadsheet, attachment 3.

C.8 PERFORMANCE STANDARDS.

Performance standards are identified below.

PARA.

PERFORMANCE THRESHOLD

and C.6.6 100% of each remedial maintenance call per month

C.9 REMEDIES.

C.9.1 During inspection, if performance thresholds are not met, equipment may be removed from contract and placed on a different contract IAW the termination clauses found elsewhere in the contract.

C.9.2 In the event the contractor is unable to repair the equipment within the performance thresholds and the Government must obtain service elsewhere (elevation to the OEM or other vendor); the contractor invoice will be reduced by the invoice amount of the Government obtained repair service.

C.10 PLACE OF PERFORMANCE. Attachment 1 identifies the DISA locations that require contract maintenance support. There may be an increase of site locations as well as a decrease due to downsizing or possible closures that may alter equipment locations. All sites may require support. Pricing will include all CONUS sites. Any equipment added at the OCONUS sites will be added under separate pricing and security requirements.

C.11 PERIOD OF PERFORMANCE. The period of performance is the base period year plus FOUR option periods. The base period of performance is the date of contract award plus 12 months.

Base period: 1 August 2012 – 31 July 2013

Option periods are:

Option 1: 1 August 2013 – 31 July 2014 Option 2: 1 August 2014 – 31 July 2015 Option 3: 1 August 2015 – 31 July 2016 Option 4: 1 August 2016 – 31 July 2017

C.12 DELIVERY SCHEDULE.

* Standard Distribution: 1 copy of the transmittal letter without the deliverable to the Contracting Officer at; 1 copy of the transmittal letter with the deliverable to the Primary COR

C.13 SECURITY.

Security Requirements: This section shall be considered a supplement to block 13 of the Government provided DD 254, Contract Classification Specification.

References:

a. DOD 5200.2-R, DOD Personnel Security Program.

b. DISAI 240-110-36, Personnel Security.

c. DOD 5220.22-M, National Industrial Security Program Operating Manual.

d. DOD 5220.22-R, Industrial Security Regulation.

e. DISA Computing Services Directorate (CSD) Security Handbook.

Facility Security Clearance. The work to be performed under this contract is up to and including the Secret level and positions are IT-I for systems access. Therefore the company must have a final or interim Secret Facility Clearance (FCL) from the Defense Industrial Security Clearance Office (DISCO).

Security Clearance and Information Technology (IT) Level. All personnel performing on this contract will be U.S. citizens. Contract employees require a minimum of interim Secret security clearance and interim IT-I eligibility when performance starts.

Investigation Requirements. Personnel performing duties under this contract must undergo a favorably adjudicated Single Scope Background Investigation (SSBI) as a minimum investigation. The SSBI will be maintained current within 5-years and requests for Special Background Periodic Review (SBPR)/Phased Periodic Reinvestigation (PPR) will be initiated by DISA 6-months prior to the 5-year anniversary date of the previous SSBI, SBPR or PPR.

Adjudication for IT Access. Adjudication of investigations for granting of interim or final IT-I access will be accomplished through DISA Personnel Security. An exception to this is that individual contractor employees with an SSBI or SBPR (within a 5-year scope) that is already favorably adjudicated for a Top Secret or Secret security clearance by any of the Department of Defense adjudication facilities (DISCO, DIA, ACCF, AFCAF, DONCAF, WHSCAF) or other approved adjudication facilities will automatically be accepted for final IT-I access.

Interim IT Access. Pending completion of an SSBI and final adjudication for security clearance, contractor employees may be granted interim authorization to perform duties designated as IT-I. The interim authority for IT sensitive positions is the DISA Personnel Security Office. Following are the requirements, which must be met prior to granting of interim IT-I authorization:

Visit Authorization Letters/Requests. The Contractor Facility Security Officer (FSO) will forward a Visit Authorization Letter/Request (VAL/VAR) to the Contracting Officer’s Representative (COR)/Task Monitor identified in the Statement of Work (SOW)/Performance Work Statement (PWS) for all employees prior to the beginning of each contracting/task order period of performance and as new contractor employees are assigned to the contract.

The VAL/VAR should be sent via one of two methods. The preferred method is to e-mail the VAL/VAR to the COR. Because it contains sensitive information covered by the Privacy Act, the VAL/VAR should be sent using in a locked “Zip” file in one e-mail and then followed-up by another e-mail with the password to unlock the Zipped file. The alternative method to transmit the VAL/VAR is via facsimile (Fax) to the COR. Prior coordination with the COR should be made via phone to ensure the method of transmission is agreed upon and properly secure.

The VAL/VAR shall be on company letterhead or pre-fabricated form and contain the following information:

Contract number with start and end dates (period of performance) Government Task Monitor name and telephone number Complete legal name of employee(s) Social Security Number (Full SSN required) Citizenship of the individual Date and place of birth (state) Individual’s security clearance level, date granted, adjudication facility name, e.g. DISCO Type of personnel security investigation (PSI) pending or completed e.g. ANACI, SSBI Date PSI closed/completed Individual’s e-mail address FCL and Commercial and Government Entity (CAGE) Code Name, title, phone, e-mail address and signature of cognizant official who certifies the authenticity of the individual/facility clearance data found on the VAR/VAL. The certifying official may NOT be anyone listed on the VAR/VAL.

The COR will forward the VAR/VAL to DISA Mechanicsburg (Mech) Security for review and verification. Once verified, DISA Mech Security submits a request for investigative service to DISA Security Personnel.

-The request for SSBI, thru e-QIP, must be submitted by DISA Personnel Security to the Office of Personnel Management (OPM). The contracting company WILL NOT submit contractors for Secret IT-I contracts. The e-QIP will be initiated and reviewed by DISA Personnel Security and approved for Interim access if the contractor has a previously favorable NAC and a favorably reviewed SSBI e-QIP. If the contractor DOES NOT have a previously favorable NAC the e-QIP will be reviewed, if there are issues on the case the process will stop and the contracting company will supply a new contractor to fill the position. If the case has no issues it will be submitted to OPM. Once the NAC portion closes FAVORABLY, an Interim IT-I will be granted. This process takes approximately 2-4 weeks once submitted to OPM. If at any time there are issues on the NAC portion of the SSBI, the investigation will be cancelled and a new contractor will be supplied by the company.

For contractors that are submitting SBPR’s or SSBI’s that have a…