Unisys_Final_QASP.doc

QUALITY ASSURANCE SURVEILLANCE PLAN (QASP)

1. Contract or Task Order Title (Add contract/task order number at award):

IBM Tivoli Monitoring Software as a Service (SaaS)

2. Work Requirements:

Task 1 – Provide Software Maintenance Support as Authorized Reseller

The contractor shall provide software maintenance support for IBM Tivoli Monitoring software.

Task 2 – Provide the Ability to Purchase Additional Licenses/Units/Capacity as Required

The contractor shall provide DISA the ability to purchase additional licenses/value units of the ITM software as usage requires.

Task 3 – Emergency Software Support Services

The contractor shall provide, on an as needed basis, emergency services that may be required in support of continuing equipment operations. These emergency services are not covered under the contractor’s subscription maintenance and upgrade service. Emergency services may include, but are not limited to, troubleshooting operating environment problems that cannot be duplicated in the vendor facility; repairing software problems that cannot be independently remedied through Government personnel interacting with the contractor helpdesk personnel or through obtaining information on the contractor’s website; installation/implementation of new products that are not currently installed on Government systems; training services for unique software code requirements; specialized software program coding that the Government has been unable to do on its own; deinstallation; equipment and operating system reconfigurations, on-site standby maintenance support during scheduled power outages, and/or surge and emergency conditions services.

3. Primary Method of Surveillance:

Routine inspection of deliverable products and services for all tasks listed.

4. Scope of Performance:

Software services will be managed under the SaaS model and in accordance with the terms and conditions found Addendum 1. Under this model, all required software licensing and application administration will be provided by the contractor in a single variable cost structure invoiced monthly. Government usage levels will be monitored and adjusted monthly to provide only the staffing, services, and licensing necessary to meet the Government’s requirements.

5. Performance Standards:

6. Acceptable Quality Level (AQL):

7. Evaluation Method:

The Contracting Officer’s Representative (COR) will track the response to the requirements of inspected tasks, conduct a comparison with actual maintenance performance, and otherwise verify and validate contractor performance. Help desk ticket logs and automated reports generated from the software will be used as documentation and compared to the AQL specific to the task.

The contractor will monitor compliance as required by clause 52.222-50, Combating Trafficking in Persons, and report any issues to the Contracting Officer.

8. Incentives (Positive and/or Negative):

The following remedies apply:

Items 1, 8-9:

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

Item 2:

· In the event that VENDOR ceases providing support for any computer program, then IBM shall provide at no additional charge one of two possible solutions

· a replacement IBM computer program (the "Replacement Program") which is Generally Available to Symantec customers and which provides similar, equal or greater substantially equivalent features, functionality and pricing as the Unsupported Computer Program.

· At DISA’s option, retain the original product, and IBM shall continue to maintain the product and provide documentation for the product (provided continuing support and maintenance is provided) at no additional cost.

Items 3-7:

· If resolution is not completed within the performance standard, the invoice will be reduced by the percentage of downtime attributable to Severity-1 level error. For example, if downtime is attributable to IBM software issue and a system is down 2 hours, the invoice for the month of performance will be reduced by 2%.

Delivery Incentives

After the initial delivery of contract equipment and for new equipment that may be added after the original PWS and QASP through normal contract modification, the Contractor will receive an incentive of 1% of the first, full 30-day cost of an individual expedited call order when Unisys OS 2200 capacity is delivered prior to the performance standards defined in Attachment J-4 QASP. This incentive will only apply to orders that require expedited delivery as designated by the Government. The 1% incentive will be calculated on the first, full 30-day billing of the expedited call order and will be paid only on the first month of billing for the expedited call order. The designation that the call order is eligible for the incentive will be made in the call order. The measurement to determine if the incentive was achieved will be the date of delivery on the receipt of the “Ready-for-Use” email. Both the date of delivery and the email will need to be submitted prior to the next monthly billing cycle for the incentive to be achieved.

An expedited delivery call order will be identified by the Government to meet specific Unisys OS 2200 capacity orders. Expedited delivery is defined as new hardware delivered to satisfy a government-requested expedited call order within 15 business days from call order date to ready-for-use.

Table 8.1 - Expedited Delivery Table

In cases where the Government has requested expedited delivery of a call order and then modifies the call order while the Contractor is working to meet the expedited delivery request, the Government will reset the expedited delivery timeline. The effective order date will be updated to the date the call order modification is issued.

Delivery Disincentives:

The Contractor will be charged a disincentive fee of -1% of the first, full 30-day cost of an individual call order when storage capacity is delivered after the performance standards defined in Attachment J-4 QASP. This fee will only apply to orders that require expedited delivery as designated by the Government. The -1% fee will be calculated on the first, full 30-day billing of the expedited call order and will be charged only on the first month of billing for the expedited order.

Enclosure 6, QASP

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Enclosure 6, QASP

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