J-4_QASP.docx

HC1028-13-R-0015

Attachment J-4

HC1028-13-R-0015

Attachment J-4

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title (Add contract number at award): Enterprise Storage Solution (ESS) II

2. Work Requirements:

Task 1 – Storage Solutions and Capabilities

Subtask 1.1 – The contractor shall provide flexible, highly scalable, solutions that are non-disruptive for:

1.1.1 Enterprise class storage solutions. External controller based redundant array of independent disks (RAID) solutions that meet all of the following criteria:

- Use multi-controller architecture

- Supports 256 GB of cache

- Supports controller cache mirroring

- Supports array based heterogeneous data migration which is non-disruptive to ongoing operations

- Supports 32,000 Logical Unit Numbers (LUNs)

- Supports active / active controllers with symmetric assess to LUNs

- Supports 3 way replication of data

- Support mainframe (z/OS, z/VM, and z/Linux) and open system architectures

- Support fibre connectivity (FICON) and fibre channel (FC) host connectivity

- Support synchronous data replication internal to the array, point-in-time and snap shot copies

- Supports snapshots capability to remote storage systems

- Supports space recovery reclamation

- Advanced redundant array of independent disks (RAID) capabilities (RAID 10, 5 (3+1), 5 (7+1) etc.)

- Encryption of data at rest that complies with all levels of the FIPS 140-2 standard

- Supports multi-tenancy

- Thin provisioning virtualization of storage resources to attached servers. This includes a common storage “pool” and presenting logical storage capacity to a server while minimizing the physical storage resources consumed and allows for non-disruptive scaling (up and down) and reconfigurations.

All of these features above shall be included in the base costs for all enterprise storage solutions. Additional optional priced features for enterprise class storage solutions will include:

- Support asynchronous data replication

- Support synchronous data replication external to the array

- Supports automated multi-tiered life cycle management architecture that is configurable / tunable and has flexibility in its data protections options

- Supports data erasure / shredding compliant with DoD 5220.22-M

1.1.2 Mid-range class storage solutions. External controller based RAID solutions that meet all of the following criteria:

- Use dual controller or cluster architecture

- Support UNIX, Windows, VMware, Linux operating systems

- Support fibre channel (FC) host connectivity

- Advanced RAID capabilities (RAID 10, 5 (3+1), 5 (7+1) etc.)

- Encryption of data at rest that complies with all levels of the FIPS 140-2 standard

- Supports multi-tenancy

- Supports controller cache mirroring

- Virtualization of storage resources to attached servers. This includes a common storage “pool” and presenting logical storage capacity to a server while minimizing the physical storage resources consumed and allows for non-disruptive scaling (up and down) and reconfigurations.

All of these features above shall be included in the base costs for all mid-range storage solutions. Additional optional priced features for enterprise class storage solutions will include:

- Support asynchronous data replication

- Supports data erasure / shredding compliant with DoD 5220.22-M

- Support synchronous data replication, point-in-time and snap shot copies

1.1.3 Inexpensive bulk storage disk solutions. Inexpensive, scalable, external controller based storage system that meets the following criteria:

- Basic RAID capabilities (RAID 0, 1, 5)

- Use single or dual controller architecture

- Virtualization of storage resources to attached servers. This includes a common storage “pool” and presenting logical storage capacity to a server while minimizing the physical storage resources consumed.

1.1.4 Network attached storage (NAS) solutions. NAS solutions that meet all of the following criteria:

- Support UNIX, Windows, VMware, Linux operating systems

- Support synchronous data replication, point-in-time and snap shot copies

- Support Network File System (NFS) and Common Internet File System (CIFS) protocols

- Maximum scalability options

- Advanced RAID capabilities (RAID 10, 5 (3+1), 5 (7+1) etc.)

- Encryption of data at rest that complies with all levels of the FIPS 140-2 standard

- Supports multi-tenancy and multiple VLANs

- Virtualization of storage resources to attached servers. This includes a common storage “pool” and presenting logical storage capacity to a server while minimizing the physical storage resources consumed and allows for non-disruptive scaling (up and down) and reconfigurations.

All of these features above shall be included in the base costs for all enterprise storage solutions. Additional optional priced features for enterprise class storage solutions will include:

- Support asynchronous data replication

- Supports data erasure / shredding compliant with DoD 5220.22-M

1.1.5 Big data, object-addressable storage solution. Provide solution for object-addressable storage for large scale data storage. Provide storage solution that is optimized for large scale file and unstructured data and has non-disruptive scale out capabilities. This solution should support petabytes of unstructured data under a single name space. Big data solutions that meet all of the following criteria:

- Support UNIX, Windows, VMware, Linux operating systems

- Support asynchronous data replication

- Support a distributed file system capable of working across multiple, globally distributed nodes

- Support a minimum of 15 PB global name space / file system

- Support for NFS, CIFS, HTTP and HTTPS, FTP, FTPS or SFTP, REST API

- Supports multi-tenancy

- Supports a minimum of 10 gigabit, fiber Ethernet connects

- Allows for non-disruptive scaling (up and down) and reconfigurations.

1.1.6 Provide storage solutions that include data de-duplication capabilities which support data replication, are scalable up and down and minimize downtime.

Subtask 1.2 - Provide solutions that can be delivered, installed, implemented, scaled, reconfigured, and maintained throughout their life at an optimum level of performance according to the original equipment manufacturer’s (OEM) best practices without service disruption. Non-disruptive changes must include increases and decreases in disk and port capacity and firmware updates. Offeror will provide their method for how they will address storage performance including (but not limited to) array cache configurations, controller configurations, disk configurations, and switch port configurations.

Subtask 1.3 – Provide solutions that support multi-tenancy.

Subtask 1.4 – Provide solutions that include all required ancillary components such as racks, cables, power cables, etc. See Attachment 3 for rack and power details.

Subtask 1.5 – Provide solutions that are highly available (minimum 99.95% up to 99.999% availability) and readily scalable to adjust to increases and decreases in required storage capability and prevent data loss in the event of component failure(s).

Subtask 1.6 – Provide storage area network (SAN) solutions that support common industry storage networking protocols such as Fibre Channel and Ethernet. Provide solutions for storage switching requirements priced on a per port basis.

Subtask 1.7 – Provide OEM best practices for configurations of solutions provided, including recommendations of how to achieve optimal performance of solutions. Best practices should include how to provide data protection guidance for configuration of provided solutions.

Task 2 - Additional Storage Capabilities.

Subtask 2.1 – Provide solutions for archive data storage that provides compliance with DoD 5015-2 Records Management Directive.

Subtask 2.2 – Provide storage solutions that facilitate DISA’s ability to provide private, public and hybrid cloud storage capabilities to the DoD.

2.2.1 Private cloud capabilities should include a solution to fully automate common storage provisioning and management functions and can easily be configured to integrate into other orchestration tools and strong out of the box functionality.

2.2.2 Private cloud capabilities should include a file sharing solution that provides access to content via both desktop and mobile devices. Solution should have ability for end users to control security access to their files and include reporting capabilities for administrators and end users. Solution must support DoD Public Key Infrastructure (PKI) Common Access Card authentication.

2.2.3 Private cloud capabilities should include a storage solution to store disaster recovery backups and archival data for long retention periods. This solution will encrypt data in ‘flight’ and at rest with FIPS 140-2 compliant encryption. Solution should include reporting and management interfaces for DISA administrators to use in day to day operations.

Subtask 2.3 Provide solutions for multi-site enterprise scale backup/data protection and archiving. Solution should cover all related aspects of backup and data protection, including server software components and host agents. Solution will include centralized management capabilities, robust reporting features, be easy to install and maintain. Solution must support Microsoft Exchange backup (file level and exchange agent), user mailbox and compliance archiving, journaling and content indexing. Solution should be able to support retention rates greater than one year. Solution must support data archive, retrieval and user capacity limits across the entire Exchange environment, regardless of archive locations.

Subtask 2.4 Provide automated physical linear tape-open (LTO) tape solutions for specialized environments to include any hardware and software required to make the solution complete.

Subtask 2.5 Provide IBM mainframe compatible solution for virtual tape that has no physical tape components. This solution should be scalable up and down in capacity and reconfigurable with no disruptions. This solution will have no physical tape and include de-duplication and replication capabilities.

Subtask 2.6 Provide solutions to allow for automated data tiering across different hardware devices for enterprise, mid-range, and bulk class storage offerings. Solution should virtualize storage locations so that changes to the data location are transparent to operating system and applications.

Subtask 2.7 Provide solutions for continuous data protection. Solution should also include ability to configure restoration of data at 30 minute, 8 hour and 24 hour intervals. Solution should provide capability to restore locally and remotely. Optionally, solution should provide method to reduce bandwidth of replicated data.

Task 3 – Supported Environments

Subtask 3.1 – Storage solutions will be required to support the following chipsets/operation environments for DISA:

3.1.1 IBM System z (IBM z/OS, IBM z/VM, Red Hat Enterprise Linux, SUSE Linux Enterprise Server)

3.1.2 X-86 (Windows Server, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Solaris, VMware vSphere Enterprise Plus)

3.1.3 Itanium (HP-UX)

3.1.4 SPARC (Solaris)

3.1.5 IBM System p (AIX)

3.1.6 Any other operating system software that DISA may require in the future.

Subtask 3.2 – Ensure all components are Ipv6 capable. This is defined as a system or product capable of receiving, processing and forwarding Ipv6 packets and/or interfacing with other systems and protocols in a manner similar to that of Ipv4. Criteria to be considered Ipv6 capable are: conformant with the Ipv6 standards profile contained in the DOD IT Standard Registry (DISR); maintaining interoperability in heterogeneous environments and with Ipv4; commitment to upgrade as the Ipv6 standard evolves; and availability of contractor/contractor Ipv6 technical support.

Subtask 3.3 – Provide solutions that are interoperable and compatible with the current installed DISA ESD information storage baseline. See Attachment 1, Storage Inventory.

Subtask 3.4 – Provide solutions that are interoperable and compatible with the DISA ESD chosen enterprise systems management (ESM) architecture. See Attachment 2, Enterprise Management Products for the list of ESM architecture major components.

Subtask 3.5 – Provide solutions that operate seamlessly with DISA’s communication and server infrastructure. DISA will provide all required bandwidth. Provided solutions must include all components required to interface to the DISA provided bandwidth. Contractor will provide solutions that optimize bandwidth usage.

Subtask 3.6 – The offeror will ensure all infrastructure components provided are capable of being managed remotely via a dedicated DISA management network.

Task 4 - Provisioning, Management, and Reporting Infrastructure

Subtask 4.1 – The offeror will provide a centralized management infrastructure solution to include provisioning capabilities, hardware diagnostics, hardware monitoring, virtualization management, event logging, performance management or additional back office processes required to reside in the ESD infrastructure to support the offeror’s technical solution. This solution will be required to scale in a way that will support DISA’s storage environment and provide customizable, detailed reporting of infrastructure performance. This offeror-provided infrastructure will be managed and maintained by the offeror while DISA personnel will have access to the solution.

Provided solution will facilitate and be capable of both local and remote (via a wide area dedicated DISA management network) centralized management. This includes operational control, performance and monitoring for storage and SAN switching networks. Solution will be required to send error and performance alerts to DISA’s IBM Netcool Omnibus system. Solution should provide role-based access control to limit access.

Solution should follow DISA Security Technical Implementation Guides (STIG) and be ready for implementation within 45 calendar days after contract performance start. This solution will be subjected to Department of Defense Information Assurance Certification and Accreditation Process (DIACAP) accreditation processes as well as relevant DISA STIG and security policies.

Subtask 4.2 – Provide a single integrated storage resource management (SRM) solution that fully supports all storage services provided under this solicitation and maximizes the integration with DISA ESD’s current installed inventory. Solution should be capable of running in DISA’s STIGed environment and itself be STIGed and ready for implementation within 45 calendar days after contract performance start. This solution will be subjected to DIACAP accreditation processes as well as relevant DISA STIG and security policies. Solution should be a simple, easy to use and maintain system that has reporting which is flexible, detailed, and maximum out of the box capabilities.

4.2.1 The SRM solution should provide server storage and array capacity utilization information for DISA financial billing purposes.

4.2.2 The SRM solution should provide configuration and asset management information for tracking current configuration details and which components of a solution are in use and which are not.

4.2.3 The SRM solution should provide a central management interface for the control and management of solution components.

4.2.4 The SRM solution must provide integration with DISA’s implementation of BMC Software’s Information Technology Service Management (ITSM) system.

Task 5 - – Maintenance. Provide all Preventative maintenance actions as required by the Original Equipment Manufacturer (OEM), Predictive and Remedial Maintenance, on all equipment delivered as a part of this contract.

Subtask 5.1 – Maintenance Response and Repair Time.

The offeror shall provide storage capacity that delivers a minimum of 99.95% availability per orderable system with options to provide up to 99.999 % availability per orderable system. Response and repair times for CONUS and OCONUS will be 2 hour response/4 hour restore, unless otherwise specified by DISA ESD. These response times do not change the requirement for 99.95 or 99.999% availability, but represent requirements to repair components which might be causing a degraded state. Offeror will detail plans on how they will address solution failures of redundant components which might not impact system availability but do create performance issues or introduce single points of failure in systems.

Provide 24x7/365 problem escalation/resolution support for hardware, software, and capacity management. The offeror will provide a multi-level solution for response after being notified by the Government, to commence remedial maintenance for hardware and any software required for the contractor solution to operate. Each orderable system will be identified to a level of response based on Government need. All maintenance requirements are included in the “utility” pricing.

Subtask 5.2 - Maintenance types.

5.2.1 Predictive Maintenance. Contractor shall monitor equipment/component performance using diagnostics defined in paragraph 4.2.4 for the purpose of identifying whether equipment is operating in accordance with established specifications. This includes hardware, software and any other components required to make the vendor solution operable. The contractor shall, upon determining 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.

Contractor shall call the managing site service desk or shift supervisor to inform them they are coming in for predictive maintenance and request a DISA ESD Form 7 be generated and coordinated with the physical site. Upon arrival at the physical site, the contractor’s technician shall report to the site help desk or shift supervisor in order to comply with reporting requirements.

5.2.2 Remedial Maintenance. Calls will be initiated by the site help desk or shift supervisor to the contractor’s toll free help desk service. 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 required to meet the availability minimums defined in paragraph 5.1. Upon arrival on site, contractor’s technician shall report to the site help desk or shift supervisor in order to comply with reporting requirements. This includes hardware, software and any other components required to make the contractor solution operable.

5.2.3 Preventative Maintenance. Preventive maintenance shall be scheduled as agreed to by the managing site POC, local site support and the contractor. This includes hardware, software and any other components required to make the contractor solution operable. The contractor shall submit in writing its preventive maintenance schedule for equipment to the Contracting Officer (KO) 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:

· Nomenclature of hardware item.

· Model.

· Serial Number.

· Remote diagnostics and reporting capabilities

· Frequency and duration of preventive maintenance, and type of service to be performed.

The contractor shall commence preventative maintenance in accordance with (IAW) the approved preventative maintenance schedule within 30 days after award for all maintenance equipment. Preventative maintenance shall be scheduled outside of the normal business hours.

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

5.2.4 Remote Diagnostics. Permanent recorded system errors must be immediately reported to remote service center(s). This includes hardware, software and any other components required to make the contractor solution operable. The contractor shall provide written confirmation that reports and remote diagnostics support for applicable equipment exist within 7 calendar days after contract performance start. Storage systems will support built in diagnostics with “phone home” type capabilities using HTTPS, SFTP, or SSH protocols.

Verbal contact between the local maintenance technician and an off-site support technician is not acceptable for remote diagnostics. There shall be a diagnostic system usable by the remote technician.

The dial-in feature can be used, but ONLY 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 contractor.

5.2.5 Under certain conditions, the offeror may be required to be available on “stand by” after hours, weekends, and/or holidays. All “stand by” hours will be included in the technical assistance and consulting support pricing. “Stand by” includes having a field engineer available on-site during a facility power upgrade.

Task 6 – Industry Standards

Subtask 6.1 - Change Management. An established process for handling change to the storage infrastructure on a continual basis shall be provided in the contractor’s proposal. Over an six year period (4 year base with 2 option years) technologies will change, software will be revised, and hardware will be phased out by the manufacturer. By having a process in place to handle these inevitable events, time and money can be saved. It will also be necessary to incorporate DISA customer requests for new or revised functionality. Changes in focus and/or mission of some or all the DISA business processes will play a role in the type of changes that may need to be incorporated into Tech Refresh Program over a six year span. This will specifically address end of life and unsupportable issues which may occur during the life of this contract.

Subtask 6.2 Configuration Management. An established process for managing the infrastructure’s storage configuration shall be provided in the contractor’s proposal. The contractor will provide monthly configuration/asset summary reports for configuration/asset validation by the Government.

Subtask 6.3 Asset Management. An established process for handling asset returns and redeployment shall be provided in the contractor’s proposal.

Subtask 6.4 Release Management. An established process for performing package releases to the infrastructure shall be provided in the contractor’s proposal. Release Management works to ensure strong Configuration Management and Change Management, and works alongside Asset Management to ensure that any assets are introduced into the infrastructure correctly and with the minimum of difficulty.

The contractor will coordinate with the Government storage engineering staff regarding the release and implementation of all microcode and software releases to insure compatibility of all components. The Government develops standard documentation on version levels for all its sites in line with change and configuration management programs. All releases must be coordinated with the Government storage engineering staff prior to implementation.

Task 7 - Performance and Availability. The contractor shall:

Subtask 7.1 – Provide solutions that are deployed and priced on a utility (“as used”) basis. Capacity can be canceled at any time at no cost to the Government.

Subtask 7.2 – Provide 24x7/365 problem escalation/resolution support services including POCs, phone numbers and escalation chart.

Subtask 7.3 - Provide solutions that can be deployed in both classified and non-classified processing environments. Classified solution components must be separate from unclassified solution components. All solutions must adhere to the applicable STIGs.

Task 8 – Service Transition

Subtask 8.1 – Implementation Transition Strategy. The implementation transition strategy will begin immediately upon award of the contract. The contractor must provide a detailed non-disruptive strategy for transitioning data stored on the current storage inventory to solutions provided in their proposal. The transition strategy must provide for completing the transition of all data to the proposed contractor’s solutions by, or before, the end of the existing Enterprise Storage Services (ESS) contract’s period of performance. This plan must address how it will minimize the impact to current storage operations and data replication. The contractor will be required to meet with the existing Enterprise Storage Services contractor and the government within 45 days of award to plan the transition strategy. The contractor will provide a written transition plan within 60 days of award.

Subtask 8.2 – Transition Exit Strategy. The transition exit strategy will begin at the end of the base contract. The Governments goal is that there will be a follow on contract in place by the end of the base period. It is the Governments desire that the option years will be exercised for sustainment of all orders. However, the Government can place new orders against the new contract in the option years should the need arise. At the end of the option years of the contract, or canceling a call order, the contractor shall be responsible for the removal of all their owned equipment related to this contract at no cost to the Government.

Task 9 - Delivery, Installation and Configuration Support.

Subtask 9.1 – The Contractor shall provide storage solution components necessary to support contract requirements. The Contractor will acquire, install, uninstall, transport, provide the necessary hardware (including cabinets/racks), hardware maintenance, associated support software required for contractor solution to operate, and services to support the storage infrastructure associated with the contract. Normal equipment installations should be accomplished during regular dayshift working hours (0600-1800 local time), Monday through Friday. Under certain conditions, the contractor may be required to perform an installation/update after normal duty hours during evenings and weekends. Although the Government will try to minimize this requirement, the Contractor must plan to work after hours, weekends, and or holidays for delivery and installation of new or updated orders. All installation requirements should be included in the “utility” pricing.

Subtask 9.2 – All installation, de-installation, and power-up configuration will be completed by the Contractor based upon Government approval. The Government will perform final configuration as required.

Subtask 9.3 – Removal of Equipment: The Contractor shall conduct any necessary de-installation and removal of hardware items on this contract upon request by the Government both during and at the end of the contract, at no cost to the Government. Removal of all contractor equipment will be coordinated with the site Accountable Property Custodian (APC) or Property management group.

Subtask 9.4 – Provide current detail technical documentation for all provided solutions.

Subtask 9.5 – Provide in-depth detailed technical training for all provided solution.

Subtask 9.6 – Provide a strategy for allowing DISA to test new storage technologies on a limited time basis at one or more of its designated locations. The testing will be conducted for determination of adding the technology to the contract and/or determination of the optimum strategy for deployment in the DoD enterprise.

Task 10 – Technical Assistance and Consulting Support

Technical support may be provided on as needed basis to provide flexibility to modify services to meet the needs of DISA and its customers. The support will be divided into five levels depending upon the level of support required. See Attachment 4, Technical Assistance and Consulting Support. The labor categories will also be used for performing services that will require a Firm-Fixed Price effort with a detailed agreement with DISA on the scope of work. After contract award, all requirements must be staffed through the offeror and government Program Management Offices. Any contractual requirement obtained via another source (i.e., sales) will not be addressed. Technical Assistance and Consulting Support is a specified requirement needed by DISA and does not include predictive, remedial, or preventative maintenance for hardware, software, racks, or release management. Technical assistance will be priced on a firm fixed price hourly basis. The contractor is authorized to invoice only for hours authorized by call order.

Subtask 10.1 Offeror will be responsible for providing technical support and/or leadership in the creation and delivery of technology solutions designed to meet the Government’s business needs.

Subtask 10.2 The offeror will be responsible for funding any training and certification testing as well as any certification maintenance requirements. In addition, the offeror will ensure the appropriate Operating System, Operating Environment, or Virtual Environment and Security certifications are met and maintained, in accordance with Government guidance (IAW DoD 8570.01-M Information Assurance Workforce Improvement Program). Certification must be gained within six months of offeror personnel commencing service.

Task 11 – Ordering/Payment Process.

Subtask 11.1 – Ordering. All services will be placed via a call order process. A call order will be initiated by the Government through authorized call order personnel.

11.1.1 The contractor must provide an ordering process to effectively manage the introduction or termination of technology, as well as changes to current and existing capacity offerings.

11.1.2 The contractor must provide standard operating procedures to support the system including but not limited to the following: management of new or first time orders, returns, back orders, special orders, processing invoices, processing refunds, credits and exchanges, managing both deliveries and lost deliveries, billing processes, complying with quality assurance reviews and effectively balancing/managing inventories with orders.

11.1.3 On a regular basis the Government may have a requirement for new/revised IT products which shall require the contractor to respond in a sufficiently fast turn-around time to meet Government mission requirements. Consequently, the contractor must be able to expeditiously respond to requests to accomplish any changes and must be able to specify a response time relevant to accomplishing any Government requested change to a product line.

11.1.4 The offeror has one business day to validate a call order for accuracy. Once the offeror validates a call order for accuracy, the hardware should be delivered within 30 days or less. Call orders received on Friday, requires validation by the following business day.

Subtask 11.2 – Call Order Management System. Contractor will create a secure and/or CAC-enable web-based, call order management system. If the system runs within a DISA facility, the system must be CAC- authenticated and must adhere to DISA security guidelines. If the system runs outside of a DISA facility, the system must be secure and authenticate users to ensure a secure system. This system will be utilized by DISA to create and place call orders (including cancelations and amendments), document, and update order status, and track financial data associated with the call order. It must be able to track excess hardware and software for re-utilization. DISA personnel will require access to this system.

11.2.1 The contractor call order management system will include the ability to cancel existing equipment/workload and remove capacity services gear from the DISA site.

11.2.2 The contractor call order management system will manage excess hardware, and software licenses. Excess hardware and software will be defined as any hardware and/or software that has received a ‘cancelation’ request via the call order process. This equipment will be marked in the call order management system appropriately to include cancelation date and date removed from DISA location.

11.2.3 The format of call orders may contain some or all of the following information: DISA call order number, call order date, first estimated billable date, DISA resource pool, DISA project code, customer ID, application ID, CLIN/SLIN with description, NIPR/SIPR designation, quantity, service fee or one-time charge (OTC), serial number, MIPR number, power required, power order tracking number, project type, project name(s), Mission Assurance Category (MAC) level, type of capacity service, delivery site, brand type, security environment (level), host type for disk or tape subsystem, DISA engineer/requestor, site supervisor technical point of contact (TPOC), remote TPOC, on-site TPOC, array model, array frames, disk raid level, disk size, raw capacity in terabyte (TB), local data replication, remote data replication, remote data replication site, switch type, ports, tape drive type, tape slot count, instructions to site, justification, reviewed-by field.. Note that this list represents a sample of fields needed for a call order but is not a definitive list. After contract award, contractor will collaborate with DISA to finalize call order format and information required.

11.2.4 The call order management system must be able to handle the complete order process to include, but not limited to the following: ordering, order validations, invoicing, billing, returns, financial tracking, and contractor asset management, throughout the life of the contract. This system will include fields for tracking orders and assigning DISA internal tracking numbers, call order status.

11.2.5 The call order management system must track equipment moves to include the equipment moved, date/s of move/s, which site equipment moved from and which site equipment moved to.

11.2.6 The call order management system will contain no more than two decimal places in the financial data.

Subtask 11.3 Acceptance. The acceptance of equipment by the Government will start the billing cycle for this service. The contractor will work with DISA to develop an acceptance testing methodology to smoothly transition equipment into the DISA production environment. The official acceptance documentation will be provided by the Government after the contract award.

11.3.1 Deactivation. Billing will stop based on the date of deactivation of the equipment and official cancelation of the original call order, not removal of the equipment from the DISA site.

Subtask 11.4 Moving. Movement is defined as the transfer of equipment within the same DISA site or from one DISA site to another DISA site. There will be a “Relocation Services” SLIN to support this requirement.

11.4.1 Free Move: The relocation SLIN may be used for the one time free move when requested by the Government. Free moves are defined as relocations within DISA approved locations (CONUS & OCONUS) and can be used one time per item ordered. Delivery must be accomplished within 10 calendar days of hardware turn-over to the contractor. The call order will be modified using the relocation services SLIN at zero cost to the Government.

11.4.2 Cost Reimbursable Move: The relocation SLIN may be used for a cost reimbursable move when requested by the Government. Cost reimbursable moves are defined as relocations within DISA approved locations (CONUS & OCONUS). Delivery must be accomplished within 10 calendar days of hardware turn-over to the contractor. A call order will be generated using the relocation services SLIN and will be billed on a cost reimbursable basis. Contractor must provide actual invoice for reimbursement.

11.4.3 Reimbursement will be based on DISA PM approved quote detailing specific move requirements. This will be a direct cost reimbursement for shipping costs and must be supported with a receipt from the shipper.

11.4.4 If the Government requires delivery prior to 10 calendar days, the Government will request expedited delivery and will be billed on a cost reimbursable basis. Contractor must provide actual invoice for reimbursement.

Subtask 11.5 Invoice Creation and Billing Cycle.

11.5.1 Offeror will provide solutions to create invoices directly from order data and does not require the collection, manipulation, or review of utilization data. Contractor will create the invoice directly from data provided by DISA in its “contract call order,” augmented by the “Acceptance” and “Deactivation” date that begins daily charges (increases and decreases) for the resources ordered and provisioned. Contractor will employ a monthly billing cycle with 28/29/30/31 days per month. At the end of a month, the order processing system is queried to display a draft invoice based on:

1. Orders that remained in service the entire month with no changes;

2. Orders placed in service during the month; and

3. Orders implemented during the month that reduced or canceled services.

11.5.1.2 Contractor will create a draft invoice and submit it to the designated DISA COR who reviews/corrects, as necessary, the draft invoice. Following this feedback, Contractor formally submits the invoice via the DoD Wide Area Workflow System (WAWF). The invoice will be constructed to DISA specification and supporting details will be appended in the form of a spreadsheet file that can be easily manipulated to provide a variety of different sorts and views of the underlying data. Submission of the monthly invoice for the prior month’s activity is routinely completed no later than the fifth of the month.

11.5.2 Invoices will not contain more than 2 decimal places.

Subtask 11.6 Pricing. Provide solution pricing that is on a utility (“as used”) basis.

11.6.1 Each SLIN represents one orderable item. A SLIN may be ordered and a SLIN may be canceled. Each SLIN is independent and not included in a bundle.

11.6.2 Technology Advances. Storage technology continues to advance and this contract will need to have these advances incorporated into it during the life of the contract.

11.6.2.1 When an Original Equipment Manufacturer (OEM) makes generally available for sale a newer technology listed in Task 1 and 2, the offeror will make this technology available to the government on this contract within 6 months. When technology advances, the Government will make the final determination on when the SLIN configurations will be updated.

11.6.2.2 The unit price of new technology proposed post-award (in the contract B-tables) will be equal to or lower than the original unit price of similar technology.

11.6.2.3 For disk drive technology advances, disk drives offered will be equal to or less than the original unit price based on drive revolutions per minutes (RPM) for spinning disks. If the offeror originally offered in the Enterprise Class Storage solution a 15000 RPM SAS 300GB drive at $.02 per TB per day and later – due to advances in technology – is able to offer a 15000 RPM SAS 750GB drive for Enterprise Class Storage, the per TB per day price of the 750GB drive will be equal to or less than the 300GB drive pricing. For any subsequent offering of solid state storage, it will be equal to or lower than the original unit price of solid state storage offered in that class of storage.

11.6.2.4 The unit pricing per SLIN at award WILL BE the maximum rates used for the life of the contract. Offeror can propose decrease in unit prices but not increases in the established unit prices. In effect, there will be NO increases to the SLINs identified in the contract B-Table pricing post award.

11.6.3 SLINs will be ordered based upon the month the order is placed. Order pricing will be based upon the unit price contained in the associated contract B-tables beginning with the month the order is to take effect (ex: A new delivery order initiated in month 37 of the contract period of performance, will be priced utilizing unit price for month 37 as proposed in the contract B-tables).

11.6.4 All SLINs can be canceled at any time at no cost to the Government.

Task 12 – Meeting Requirements.

Program meetings will be required and held at various geographical locations. The contractor shall include all costs associated with meeting attendance in the proposed utility prices.

Subtask 12.1 – Contract Kickoff Meeting. The Government and contractor will have a contract kickoff meeting. This will occur shortly after award of the contract. The site will be determined by the Government. The purpose of the meeting is to review the requirements and processes of the contract.

Subtask 12.2 – Semi-Annual Review Meetings. Government and contractor will have semi-annual contract meetings. The meeting site and forum will be determined by the DISA program manager. The meeting will be held to review contract status. The Government is the only party that has the unilateral right to cancel or change a meeting. The contractor shall prepare a report summarizing the meeting within five workdays after completion.

Subtask 12.3 – Weekly Teleconference. There will be a weekly status teleconference meeting on various issues such as order status and installation/repair status. The weekly time will be established by the Government during normal weekday business hours. The Government is the only party that has the unilateral right to cancel or change a teleconference.

Subtask 12.4 – Additional Meetings/Teleconferences. Additional meetings and teleconferences may be required based on issues that need to be addressed. The time will be mutually agreed upon.

TASK 13 – Reporting Requirements. Contractor will be required to provide the following reports on the 5th workday of the month. Costs for these reports will be included in the utility prices.

Subtask 13.1 – Monthly Inventory Report. Report must include (but not limited to) the following: contract number, call order numbers, hardware makes and models, serial numbers, configuration components (cabinets, disk numbers, sizes and speeds, ports, slots, transports, etc.), total capacity allocated and billing, microcode versions, physical locations, (to include: site location, floor tile location, etc.), environment (SIPR/NIPR) order dates, installation dates, and acceptance dates.

Subtask 13.2 – Weekly Order Summary. Report must include (but is not limited to) the following: Call order number, order received, valid order date, call order line number, CLIN, SLIN, description, customer, project, quantity, delivery location, make, model, DISA requestor, technical POC, base price, extended price, DISA billing information (Resource Pools, BAN, K-Codes, etc.), estimated ship date, actual ship date, estimated delivery date, actual delivery, estimated install date, actual install, actual provision date, acceptance date, order status, and description.

Subtask 13.3 – Monthly Incident Summary. Report must include (but not limited to) the following: description of incident, hardware makes and models, serial numbers, physical locations, (to include: site location, floor tile location, etc.), environment (SIPR/NIPR), date and time of incident, date and time of resolution, summary of action taken to resolve.

Subtask 13.4 – Ad Hoc Reports. As required based upon Government requirements.

Task 14. Risk of Loss. The Contractor shall be liable for loss of or damage to supplies as long as the Contractor holds title to the supplies furnished under this service contract. This liability shall not apply when the loss or damage is caused by the negligence of officers, agents, or employees of the Government acting within the scope of their authority.

3. Primary Methods of Surveillance:

In an effort to minimize the contract administration burden, simplified methods of surveillance techniques shall be used by the Government to evaluate Contractor performance. The primary methods of surveillance are random checks, observations, inspections, complaints and review of records and files required to be maintained and delivered under this contract. The Government will use appointed representatives, as well as reports and input from DISA personnel and visitors as sources of comments on the Contractor’s performance.

See Attachment 1.

4. Scope of Performance:

The Contractor will design, deliver, install, and maintain storage capacity infrastructure in concert with the Government, at any of the current DISA ESD computing facilities or future DISA ESD computing facilities in the continental US (CONUS), the Government, DISA ESD outside CONUS (OCONUS) and other DISA or DISA approved locations worldwide where DISA ESD may acquire an operational responsibility. The objective is for the Contractor to provide storage services using a “utility contract concept” that is priced on a utility ("as used") basis or tiered structure. This utility concept requires that the Contractor provide all assets needed for the storage service. These assets shall include, but are not limited to, hardware, software, software maintenance and licensing, design capabilities, logistical support, field maintenance, and systems engineering.

Operating environments requiring storage support for DISA ESD are:

· IBM System z (IBM z/OS, IBM z/VM, Red Hat Enterprise Linux, SUSE Linux Enterprise Server)

· X-86 (Windows Server, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Solaris, VMware vSphere Enterprise Plus)

· Itanium (HP-UX)

· SPARC (Solaris)

· IBM System p (AIX)

· Any other operating system software that DISA may require in the future.

5. Performance Standards:

See Attachment 1.

6. Acceptable Quality Level (AQL):

The Acceptable Quality Level (AQL) states the level of variation that the Contractor may have from a performance standard. MIL-STD-105D states that an AQL is “the maximum percent defective (or the maximum number of defects per hundred units) that, for purposes of sampling inspection, can be considered satisfactory as a process average.”

See Attachments 1 & 2.

7. Evaluation Methods:

Quarterly and annual program management reviews will be mutually agreed to between the contractor and ESD to evaluate performance metrics.

Quarterly Program Management Reviews with ESD personnel to include:

· Review overall program performance and corrective actions as appropriate

· Review critical open items flagged by ESD, Contractor or DITCO

· Review summaries of the past quarter’s historical activities including service deliveries, maintenance activities, call orders and financial review.

· Develop corrective action plans, detailing key activities, areas of program improvement (if required), or expected issues that will need to be resolved.

· Review of possible contract changes

Annual Program Management Reviews with Contractor, ESD and DITCO to include:

· Identify new technologies which could significantly benefit DISA operations and pricing

· Review of possible contract changes

8. Incentives (Positive and/or Negative):

The positive incentive are prescribed below:

· Any minimum standard surpassed on a continuous basis will be officially documented as a positive record in the Contractor Performance Assessment Reporting System (CPARS).

The following negative incentives apply:

· Any minimum standard not met will be officially documented as a negative record in the Contractor Performance Assessment Reporting System (CPARS).

Upon award, the PWS and QASP will be modified to identify Performance Objectives and standards for other services as required.

See Attachment 2 for additional information.

9. QASP Execution:

· Problem Reporting Escalation/Resolution Process For all warranty and maintenance related call requests, DISA ESD personnel will use a dedicated toll free number provided by the contractor to initiate service requests so that the contractor can ensure proper tracking, resolution, and escalation occurs in accordance with the procedures described in this QASP and as specified in this contract.

ESD’s Storage Administrators or the responsible designee(s) will call the contractor’s customer support team using the toll-free telephone number for all problem reporting, regardless of which OEM has provided the system or subsystem in question. A problem report number will be assigned for tracking purposes. Any items not resolved in a timely fashion are escalated to the attention the appropriate contractor managers/executives.

All contractor-managed equipment provided under this contract can be marked with a property tag indicating contractor ownership, DISA site ID, and system serial number. This information as well as DISA contact and phone number will be required when placing a call to the contractor’s customer support number. The equipment will also be marked with a DISA Barcode and/or RFID tag for internal DISA asset tracking which will also indicate contractor ownership. DISA ESD’s formal Configuration Management and Inventory System (currently ADM) will be updated and maintained by DISA staff with information regarding contractor-managed equipment provided under this contract.

· Automatic Incident Reporting (Call Home Functionality) Equipment placed in a DISA facility by the contractor under this contract that support an automated incident report facility (“Call Home” functionality) will notify the contractor and/or the OEM of failed or potentially failing components. The contractor will in turn ensure DISA ESD is notified of the incident and any maintenance actions necessary to rectify the issue following DISA ESD’s internal change control policies.

· Problem Escalation Procedures DISA ESD personnel may escalate a problem report for priority attention directly with the Customer Service Coordinator or the Vice President of Customer Support.

Description of Problem Severity Levels:

· Severity 1- Subsystem is down, loss of access to data.

· Severity 2 – Subsystem is functional with access to data but loss of critical functionality is impacting DISA ESD’s ability to meet their internal SLA’s.

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