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Amendment 0003 - Questions and Answers 004 through 040 for Solicitation HC1028-12-R-0003
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| PERFORMANCE REQUIREMENTS |
| SECTION TEXT |
| 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. The OEM agreement is a legal agreement between the vendor and the OEM for support of the equipment to include parts availability, software patches, firmware updates and maintenance when required.
All signed OEM agreements (signature of OEM and contractor) shall be confirmed/copies submitted with the vendor’s proposal.
| QUESTION |
| Upon receiving quotes for OEM extended warranty service, it has been found that the vast majority of equipment is not currently being covered by an OEM extended warranty. Can DISA please clarify the definition of an OEM agreement so that Offerors understand what the Government desires for OEM support? For example, the contractor could obtain an agreement from the OEM that extends the warranty period of the equipment and provides 24x7x365 with 4 hour response by OEM technicians and material. Or, the contractor could utilize contractor technicians to make repairs to the equipment utilizing OEM support on a Time and Material (T&M) basis to ensure the “repaired or replaced hardware item shall meet the acceptance test standards outlined in the OEM’s specification” while still maintaining Level I and Level II performance requirements. |
| ANSWER |
| The OEM agreement requirement is not just for labor support. The agreements usually include firmware, software, parts, and labor support. The OEM agreements are required to be in place, so there are no delays in obtaining OEM services when required. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| PERFORMANCE REQUIREMENTS |
| SECTION TEXT |
| 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.
| QUESTION |
| Would the technical proposal be considered unacceptable if the Offeror proposed to utilize contractor technicians to make repairs to the equipment utilizing OEM support on a Time and Material (T&M) basis to ensure the “repaired or replaced hardware item shall meet the acceptance test standards outlined in the OEM’s specification” while still maintaining Level I and Level II performance requirements? |
| ANSWER |
| Yes, the agreements are a requirement. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| PERFORMANCE REQUIREMENTS |
| SECTION TEXT |
| 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.
| QUESTION |
| Will the Government please confirm that OEM support agreements are not required for equipment that is classified by the manufacturer as End of Service Life (EOSL)? Manufacturers do not guarantee parts availability or the technical acumen and expertise to accomplish repair services for EOSL equipment. |
| ANSWER |
| Any equipment that is determined to be End of Service Life (EOSL) will be removed from the contract. Offerors should identify in their response and equipment that is EOSL. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| PERFORMANCE REQUIREMENTS |
| SECTION TEXT |
| 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.
| QUESTION |
| Since the contract has yet to be awarded and OEM agreements not yet purchased, will the Government accept quotes from the OEM detailing the service to be purchased in lieu of signed OEM agreements? |
| ANSWER |
| We would prefer to have signed OEM agreements prior to award. However, letters of intent of an OEM agreement would be acceptable. The letters of intent must state that you can acquire an OEM agreement after award. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| PERFORMANCE REQUIREMENTS |
| SECTION TEXT |
| 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.
| QUESTION |
| If the Government’s requirement is for an OEM agreement that extends the warranty period of the equipment and provides 24x7x365 with 4 hour response by OEM technicians and material, how should reinstatement fees be priced for CLINs that are not currently covered by an OEM agreement? Recommend reinstatement fees be priced separately from monthly coverage cost to equally compare Offeror’s proposed prices. |
| ANSWER |
| The reinstatement cost should be included in all vendors pricing. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| KEY PERSONNEL -- TRAINING/REPAIR CERTIFICATION |
| SECTION TEXT |
| 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. |
| QUESTION |
| If the contractor utilizes OEM support to perform repair of equipment, does this satisfy the Training/Repair Certification requirement? |
| ANSWER |
| No. Any technicians performing work on this contract must have training/repair certifications. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| ADDITIONS OF SERVICE |
| SECTION TEXT |
| 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. |
| QUESTION |
| Can DISA provide the features codes installed in the equipment listed in Attachment J-1, Equipment List by model/serial number? |
| ANSWER |
| No. This should only pertain to communications equipment and there is no communications equipment on our “B” table. Even if this is the case the vendor should be working with the OEM for pricing and the OEM should have the latest configuration. If there was such a circumstance where configuration changed the price and all vendors priced the wrong configuration, we would address pricing revisions after award. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| REMOTE DIAGNOSTICS AND CALL-HOME SUPPORT |
| SECTION TEXT |
| 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. |
| QUESTION |
| Can DISA provide which equipment listed in Attachment J-1, Equipment List currently has the call home feature, by model/serial number? |
| ANSWER |
| Cannot be provided for security reasons. It will be provided after award for all known assets to the awardee. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| ENGINEERING CHANGE PROPOSALS (ECP) |
| SECTION TEXT |
| 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. |
| QUESTION |
| Can DISA provide, by model/serial number, a list of current ECPs installed for the equipment listed in Attachment J-1, Equipment List? |
| ANSWER |
| No. The Government we cannot identify all ECP’s. Usually the OEM has a list of all changes, so if the vendors are working with the OEM they should be able to obtain the latest version information. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| REMEDIAL MAINTENANCE |
| SECTION TEXT |
| 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. |
| QUESTION |
| Can DISA provide, by model/serial number, a trouble call history or if not available by model/serial number by overall contract? |
| DOCUMENT |
| Attachment J-1, Equipment List |
| PAGE |
| “Base Year Level 1” Tab |
| SECTION NAME |
| ADIC (QUANTUM) |
| SECTION TEXT |
| Scalar I2000 Tape Library, SN 263202523. |
| QUESTION |
| The OEM (Quantum) indicates the equipment is an expansion module only that is part of the 263104288 library. Does the Government require just the expansion module covered, or the entire library? |
| ANSWER |
| Please cover the library as well as the expansion module. |
| DOCUMENT |
| Attachment J-1, Equipment List |
| PAGE |
| “Base Year Level 1” Tab |
| SECTION NO. |
| CLIN 0644 and CLIN 0647 |
| SECTION NAME |
| Quantum Corporation |
| SECTION TEXT |
| CL1004-SST and DLT -V4e, SNs JQ0002Y and MYL7F01972 |
| QUESTION |
| The OEM (Quantum) has stated that these 2 SNs are not identifiable SNs. Can the Government please verify these SNs? |
| ANSWER |
| The equipment data references Serial number MYL7F01972, bar code UC14315 for Quantum Corporation, DLT-V4, but also references a number identified by the site as BHBBX-YF. A representative of the site inspected the equipment listed as Serial number JQ0002Y bar code U128154, Quantum Corporation, CL1004-SST and there is no additional information available. |
| DOCUMENT |
| Attachment J-2, PWS |
| SECTION NAME |
| PERFORMANCE REQUIREMENTS |
| SECTION TEXT |
| 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. |
| QUESTION |
| Can the Government confirm that all software licenses (if required by the software creator/OEM) for the operating system software resident on DISA/DECC systems are the responsibility of the Government, and that access to those licenses will be granted to the successful bidder for performance of maintenance services, such as restoration of the system? |
| DOCUMENT |
| HC1028-12-R-0003 |
| SECTION NAME |
| Notification of Competition Limited to Eligible 8(a) Concerns(Jun 2003) |
| QUESTION |
| Due to the scope of this procurement, will the contracting office consider removing the 8(a) set-aside requirement and consider changing it to Small Business or Woman Owned Small Business set aside? |
| ANSWER |
| No. This strategy has been approved at multiple levels and accepted by SBA as an 8(a) set-aside. |
| DOCUMENT |
| J2 – PWS (Performance Work Statement) |
| SECTION NAME |
| Performance Requirements |
| SECTION TEXT |
| Paragraph 3 & 4 |
| QUESTION |
| In an effort to significantly reduce the price, will the contracting office allow non-OEM authorized service delivery partners? |
| DOCUMENT |
| J2 – PWS (Performance Work Statement) |
| SECTION NAME |
| Performance Requirements |
| SECTION TEXT |
| Paragraph 3 & 4 |
| QUESTION |
| Will the contracting office consider a 3rd party delivery solution ? |
| ANSWER |
| Not sure what is meant by “3rd party delivery solution”. All PWS requirements must be followed and OEM agreements must be obtained by any vendors performing on this contract. |
| DOCUMENT |
| J2 – PWS (Performance Work Statement) |
| SECTION TEXT |
| 1st Paragraph |
| QUESTION |
| Is the Solaris Operating Systems (OS) being used, and if so, which machines are running Solaris? |
| ANSWER |
| The operating system of each piece of equipment is not available. However, most, if not all of sun equipment operates under Solaris. |
| DOCUMENT |
| J2 – PWS (Performance Work Statement) |
| SECTION TEXT |
| 1st Paragraph |
| QUESTION |
| Is Solaris OS support required ? |
| ANSWER |
| There are various operating systems used by DISA. Solaris is one. |
| DOCUMENT |
| J2 – PWS (Performance Work Statement) |
| SECTION TEXT |
| Facility Security Clearance |
QUESTION
What are the clearance level requirements, per site, that the on-site technician would need to possess?
| ANSWER |
| See C.13 Security Clearance and Information Technology (IT) Level – it is the same at all sites. |
| DOCUMENT |
| J2 – PWS (Performance Work Statement) |
| SECTION NAME |
| Response and Repair Time |
| SECTION TEXT |
| 5th paragraph |
| QUESTION |
| Page 5 paragraph starting with "Level II" and paragraph starting with "Best Effort T&M" - are the respective time frames of "The total time for repair is two (2) business days" and "the total time for repair is four (4) business day" both correct? |
| ANSWER |
| Yes, the information currently in the PWS is correct. |
| DOCUMENT |
| J2 – PWS (Performance Work Statement) |
| SECTION NAME |
| Emergency Time and Material Maintenance Service |
| SECTION TEXT |
| 1st paragraph, last sentence |
| QUESTION |
| The last sentence of the first paragraph states that the equipment will be placed on a contract vehicle. Is it the intention that that the equipment will be placed on this contract vehicle only? |
| ANSWER |
| The intention is to place on this contract. However, in some cases it may be placed on another vehicle, based on internal decisions on what contract is best suited for the equipment. |
| DOCUMENT |
| J2 – PWS (Performance Work Statement |
| SECTION NAME |
| Diagnostic Routines |
| QUESTION |
| Will the supplier be granted the necessary rights to access servers remotely (passing through DISA firewalls) in order to perform the Monitoring and Remote Diagnostic requirements? |
| DOCUMENT |
| J2 – PWS (Performance Work Statement |
| SECTION NAME |
| Diagnostic Routines |
| QUESTION |
| What specific Monitoring and Remote Diagnostic tools are currently used for HP Proliant and Dell PowerEdge Devises? |
| ANSWER |
| There are multiple diagnostics used by our equipment, but there are no guarantees the equipment will have a tool. If there are reports/data available, they will be provided to the vendor. |
| DOCUMENT |
| J2 – PWS (Performance Work Statement |
| SECTION NAME |
| Installation / Deinstallation of Hardware Items |
| SECTION TEXT |
| The entire section description |
| QUESTION |
| Are the Installation/De-installation services described above considered billable or part of the unit monthly maintenance charge? |
| ANSWER |
| Billable separately and in arrears after service completion. Please refer to CLINs 0007, 1007, 2007, 3007 and 4007 to price these services. |
| DOCUMENT |
| J2 – PWS (Performance Work Statement) |
| SECTION NAME |
| Best Effort T&M |
| SECTION TEXT |
| The entire section |
| QUESTION |
| Regarding a the Time and Materials pricing request for support of a device(s) that are under contract, would that only occur when support for that respective device is outside the contracted service window currently identified for that device or could DISA request T&M pricing in lieu of the existing support contract ? |
| ANSWER |
| The T&M will only be used for CLINS identified as T&M. The Level 1 and 2 equipment will be monthly FFP and not be based as T&M. |
| DOCUMENT |
| PWS Attachment J-7 Performance Work Statement |
| SECTION TEXT |
| 1st paragraph |
| QUESTION |
| Is it a requirement to provide any full time on-site resource(s) at any of the DISA sites identified ? |
| ANSWER |
| It is up to the vendor. Response times must be met and each vendor’s solution is up to them. The vendor should have a technician within the required 2 hour response effort of each site to insure response times are met. |
| DOCUMENT |
| PWS Attachment J-7 Performance Work Statement |
| SECTION TEXT |
| 2nd paragraph |
| QUESTION |
| How does DISA plan to address the changing financial aspects of the contract due to the on-going changes to the equipment list as devices are added, deleted or transferred within the environment ? would it be done through a periodic ‘true-up’? |
| ANSWER |
| Modifications will be done periodically to reflect any additions or deletions to the contract. The modifications will then adjust the funding to either add or delete, as needed based on those changes. Notifications for equipment being deleted will be sent to the vendor via email. Equipment to be added will also be sent to the vendor for them to provide a monthly unit price to be added to the contract. Please refer to PWS paragraphs C.6.15 and C.6.16 for more information on adding/deleting equipment. |
| DOCUMENT |
| PWS Attachment J-7 Performance Work Statement |
| SECTION NAME |
| Response and Repair Time |
| SECTION TEXT |
| 2nd paragraph, 1st sentence |
| QUESTION |
| Is the requirement of the Service Level Agreement to arrive at the site and subsequently ensure that the device be back to an operational state within a specific agreed upon timeframe, eg. "A Time to Restore" SLA ? |
| ANSWER |
| Yes. The response and repair times will be measured in both the SLA and the QASP. |
| DOCUMENT |
| PWS Attachment J-7 Performance Work Statement |
| SECTION NAME |
| Diagnostic Routines |
| SECTION TEXT |
| 1st paragraph |
| QUESTION |
| What are the current Diagnositic SW apps that are being used by DISA today and that SW be available to the Delivery partner for use ? |
| ANSWER |
| There are multiple diagnostics used by our equipment, but there are no guarantees the equipment will have apps. If there are reports/data available they will be provided to the vendor after award. |
| DOCUMENT |
| PWS Attachment J-7 Performance Work Statement |
| SECTION NAME |
| Key Personnel – Training / Repair Certification |
| SECTION TEXT |
| 1st Paragraph |
| QUESTION |
| Will DISA accept the contractors internal Training/Repair certification(s) ? |
| ANSWER |
| No. Certifications must be OEM. |
| DOCUMENT |
| PWS Attachment J-7 Performance Work Statement |
| SECTION TEXT |
| 1st paragraph |
| QUESTION |
| Assuming that a device is not able to be restored in the allotted restore time and the contractor and DISA mutually agree that further work / parts are needed to restore the device to an operational state, would this eliminate any penalties that would be incurred by the contractor for not restoring the device in the restore time SLA ? |
| ANSWER |
| If the equipment is not able to be restored in the allotted time, the SLA is not met. The only exception to this policy is if there was a government delay, such as if the government decides to defer the repair. |
| DOCUMENT |
| PWS Attachment J-7 Performance Work Statement |
| SECTION TEXT |
| Security Clearance and Information Technology (IT) level – 1st paragraph |
| QUESTION |
| Is a secret clearance required for every on-site technician at every site ? |
| ANSWER |
| Yes, a secret IT Level I is required as a minimum for every technician for every site. |
| DOCUMENT |
| Section C - Description Specifications (PWS) |
| SECTION NAME |
| Key Personnel |
SECTION TEXT
| QUESTION |
| Does the government want resumes for key personnel included in the proposal, or is provision of their current certification(s) sufficient? If resumes are to be included, in which section should they appear and what is the page limit? |
| ANSWER |
| The government desires resumes for key personnel specifically including the information required by PWS paragraph C.7. Each resume shall be no more than two pages. The resumes shall be included in Volume 2. Reference Section L, Information to Offerors and Instructions for Proposal Preparation, Table 2.2. A note has been added stating the resumes will not count toward the 20 page limit. |
| DOCUMENT |
| Section C - Description Specifications (PWS) |
| QUESTION |
| Section C.6.20 is missing from the PWS. Please advise if there is missing content or if this is a numbering error. |
| ANSWER |
| This is a numbering error. The PWS will be revised to reflect C.6.20 as “Reserved”. |
| DOCUMENT |
| Section C - Description Specifications (PWS) |
| QUESTION |
| Given the scope and logistical complexity of this effort (e.g., multiple partner and vendor agreements, identification of regional qualified key personnel, etc.) would the Government consider extending the due date of the proposal to Friday, March 30? |
| SECTION NAME |
| Solicitation/Contract Form |
| SECTION TEXT |
| The “original copy” should be clearly marked under separate cover and should be provided without any punched holes. |
| QUESTION |
| Does an electronic signature on the submitted soft copy satisfy this requirement? If not, please advise. |
| ANSWER |
| Yes, an electronic signature is acceptable. |
| DOCUMENT |
| Attachment J-2 Section C Performance Work Statement |
| SECTION NAME |
| Performance Requirements |
| SECTION TEXT |
| 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.
| QUESTION |
| As a third party service provider, this vendor is not aware of any “agreements” that the OEM offers as a standard practice. This vendor currently maintains similar equipment as that contained in the RFP across North America. Can you please provide an example of an OEM agreement such as those being required in the solicitation? This requirement would seem unduly restrictive. |
| ANSWER |
| All of our past and present contracts have the same OEM agreement requirements. This is to insure that the critical 24/7/365 operations DISA requires are continued with minimum downtime for equipment failure. |
Defense Information Systems Agency