IPCS_Draft_PWS_2017-12-21.pdf

IPCS PWS

Attachment J-1

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PERFORMANCE WORK STATEMENT (PWS)

Integrated Processor Capacity Services (IPCS)

As of 21 DEC 2017

Contract Number: TBD

Task Order Number: N/A

1.0 Contracting Officer Representative (COR).

a. Primary COR. See Clause 52.204-9000

Name: TBD

Organization:

Department of Defense Activity

Address Code (DODAAC):

Address:

Phone Number:

Fax Number:

E-Mail Address:

b. Alternate COR. See Clause 52.204-9000

Name: TBD

Organization:

DODAAC:

Address:

Phone Number:

Fax Number:

E-Mail Address:

2.0 Contract Title. Defense Information Systems Agency (DISA), Operations Center (OC) Integrated Processor

Capacity Services (IPCS).

3.0 Background. DISA is a provider of information technology solutions for the Department of Defense (DoD).

DISA’s DoD customers require processing for a variety of applications. DISA must have the ability to provide cost-effective processing capacity in a timely manner whenever and wherever required.

DISA is required by the DoD to enhance information technology effectiveness through improved interoperability.

The Assistant Secretary of Defense for Networks and Information Integration (ASD/NII) has articulated a vision for transforming the information environment in the DoD. This vision calls for a move from the centralized thinking and planning currently reflected in the Task, Process, Exploit, Disseminate (TPED) paradigm, to an edge-centered

Task, Post, Process, Use (TPPU) approach to information sharing and availability. The envisioned changes repre-sent a fundamental paradigm shift from providing platform centric applications to platform independent, web-ena-bled, Net-Centric services requiring the support of a diverse processing environment, that meets the requirements of the end users, and which is highly available, secure, and reliable. As a result of the shift to Net-Centric services, DISA will also need to provide processing capabilities at DISA-owned and other approved processing locations.

4.0 Objectives. The objective of this contract is to obtain reliable, responsive, and cost effective integrated solu-tions services for “on-demand” processing capabilities at DISA and/or DISA-approved locations, located in both the continental United States (CONUS) and outside of the continental United States (OCONUS). DISA's goal is to ob-tain a dynamically scalable processing capability utilizing an on-demand service approach, for new integrated solu-tions, that will readily adjust to changes in processing and throughput requirements, both increases and decreases, and is priced on a utility ("as used") basis or tiered structure.

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The Contractor will acquire, deliver, install/de-install, configure, and provide the necessary solutions (which may include but is not limited to cabinets/racks/cabling/cable management/ power distribution units (PDUs)), hardware maintenance, operating system software, hypervisor solution, as well as, any other software required for the Con-tractor’s solution to operate, and services to support the integrated solution associated with this contract. The Gov-ernment is responsible for the day-to-day operational control of the processing environment where the integrated processor capacity equipment will reside. Operational control includes, but is not limited to, monitoring activities, configuration changes based on changing requirements, hypervisor host management, placements, relocating envi-ronments through administrative and embedded management toolsets provided by the Contractor and ensuring that required updates to operating software are received from the contractor and applied. However, hardware, all oper-ating system software, maintenance, and licensing shall be included under utility pricing for this contract.

5.0 Scope. The Contractor will acquire, deliver, install/de-install, configure, and maintain the solution infrastructure in concert with the Government, at any of the current DISA computing facilities or future DISA computing facilities in the continental US (CONUS), DISA outside CONUS (OCONUS) and other DISA or DISA approved locations worldwide where DISA assumes an operational responsibility for support of Mission Partner service requirements.

5.1 The hardware/Chipset and the operating systems software, required to deliver integrated computing capability are listed below.

5.1.1 X-86 based Integrated Solutions that include compute, storage, networking and software as a single solution.

5.1.2 SPARC based Integrated Solutions that include compute, storage, networking and software as a single solu-tion.

5.1.3 Hyper Converged - Software-centric Integrated Solutions that tightly integrates compute, storage, networking and virtualization resources through specialized software

5.1.4 Virtual Desktop Infrastructure - Server based virtual hosting infrastructure that allows users to store all user data and applications online, so they can remotely access their desktop from any Internet-ready device.

5.1.5 Emerging Technologies - New technologies that are being developed or will be developed over the next five to ten years which may substantially change or enhance the processor environment we know today

At time of proposal, the hardware/chipsets identified in section 5.1.1 and 5.1.2 are the only systems in use by DISA.

This does not limit the possibility of adding additional Integrated Solutions based on other chipsets. (Example: Z-

Series, Itanium, or System P)

5.2 Unclassified and Classified Environments. All locations may require an independent NIPR and SIPR envi-ronment. Where required under this contract, Contractor will provide engineering and maintenance support person-nel with the appropriate clearance for DISA’s classified and unclassified environments. (See para 13 for individual personnel security requirements). Contractor will deploy separate equipment for classified and unclassified environ-ments and will provide all assets needed for the solution infrastructure regardless of environment (classified or un-classified).

5.3 The objective is for the Contractor to provide integrated solution services using a “utility contract concept”.

This utility concept requires that the Contractor provide all assets needed for the integrated solution service. These assets shall include, but are not limited to, hardware, software, software maintenance licensing, design capabilities, logistical support, field maintenance, and systems engineering.

5.4 Current Environment – DISA currently has integrated computing services at multiple computing facilities in both the CONUS and OCONUS, including but not limited to:

5.4.1 CONUS locations:

o Columbus, OH o Fort Meade, MD

Page 3 of 53 Pages o Mechanicsburg, PA o Montgomery, AL o Ogden, UT o Oklahoma City, OK o San Antonio, TX o St. Louis, MO

5.4.2 OCONUS locations:

o Germany o Hawaii o Bahrain

5.4.3 Future locations. The Contractor shall have the ability to support DISA or DISA approved locations world-wide where DISA assumes an operational responsibility for support of Mission Partner service requirements.

5.5 Taxes. When applicable and upon the request of the Contractor, DISA will provide the Contractor with docu-mentation to obtain exemptions from local taxes, value-added taxes, excise taxes, and/or other taxes or tariffs in-curred in the performance of this contract. If the Contractor is required to pay local taxes, value-added taxes, excise taxes or tariffs in performance of this contract, the Contractor may submit a request for reimbursement to the Gov-ernment with documentation of such payment. A call order will be generated using an assigned SLIN and will be billed on a cost reimbursable basis.

5.6 Hardware. No hardware currently installed in DISA shall be used to satisfy the initial provisioning require-ments of this solicitation. All hardware to support the capacity service brought into DISA locations for the first time must be new hardware. If the call order for capacity service is later cancelled, the hardware to support the service may be reutilized as long as the technology meets the criteria of the most current tier structure, is not a product the original equipment manufacturer (OEM) has withdrawn from marketing/sale, and/or has not been otherwise desig-nated as end-of-life (EOL) by the OEM. DISA has the final determination on re-use of hardware. The contractor’s solution should provide software defined infrastructure (SDI) and Composable Infrastructure required to support flexible resource utilization, faster application deployment through software-driven automation and templates.

5.7 Storage. The Contractor will ensure all infrastructure components provided with the solution for IPCS are com-patible with and operate seamlessly with DISA's processor, communication and storage infrastructure. The storage services solution should provide the ability support high I/O transactions required by databases, big data analytics, machine-generated data and virtualization.

5.7.1 The Contractor is required to provide all ancillary hardware and/or software for the required services to ensure the storage devices are fully functional. All ancillary hardware and/or software to be included in any storage device service solution will be included in utility pricing. The Contractor must update equipment as ancillary hardware and/or software technology advances at no additional cost to the Government. The Government will make the final determination on all storage configurations.

5.8 Technology Advances. When technology advances, the Government will make the final determination on when or if the SLIN configurations will be updated. The monthly capacity service rates proposed WILL BE the rates used for the life of the contract regardless of technological advances and the replacement of equipment with newer versions.

6.0 Performance Requirements.

6.1 Task 1 - Integrated Technical Solution.

6.1.1 Subtask 1.1 - Technical Requirements and Architecture.

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The technical requirements and architecture for IPCS are defined to meet existing large-scale solution requirements for current DISA Mission Partners as well as provide a solution platform for new and/or emerging technical require-ments in the future. The hardware/chipset and the operating systems software required to deliver integrated solution service capability for DISA:

6.1.1.1 X-86 based Integrated Solutions that include compute, storage, networking and software as an inte-grated solution

6.1.1.1.1 Offerors will provide a comprehensive and complete X-86 based Integrated Solutions that enable highly scalable, flexible, dense and secure processing environment. The solution must provide:

6.1.1.1.1.1 X86-based compute, storage, networking and software as an integrated scalable solution

6.1.1.1.1.2 Provide and support Windows Server, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Ora-cle Enterprise Linux, Solaris for X-86 operating systems for physical and virtual processing environ-ments

6.1.1.1.1.3 Capability for multi-tenancy support of proposed solution(s)

6.1.1.1.1.4 Solution to support physical, virtual and containerized operating environment requirements

6.1.1.1.1.5 Solution to provide automated delivery of scalable and secure physical and virtual processing environ-ments

6.1.1.1.1.6 Condense network connections and reduce network latency

6.1.1.1.1.7 Solution to provide capacity usage, capacity optimization and capacity forecasting analysis

6.1.1.1.1.8 Consolidate X-86 servers in a dense and standardized platform

6.1.1.1.1.9 Solution to support role-based access for management and administration functions

6.1.1.1.1.10 Hardware and Software capability to perform physical-to-physical (P2P) server migrations from exist-ing physical environment to contractor’s proposed solutions

6.1.1.1.1.11 Hardware and Software capability to perform physical-to-virtual (P2V) server migrations from existing physical environment to contractor’s proposed solutions

6.1.1.1.1.12 Hardware and Software capability to perform the transition of virtual machines from existing virtual environment to contractor’s proposed solutions

6.1.1.1.2 Offerors will provide a comprehensive and complete X-86 based, SAP Certified Integrated Solu-tions that enable highly scalable, flexible, dense and secure processing environment. The solution must provide:

6.1.1.1.2.1 X86-based SAP Certified compute, storage, networking and software as an integrated scalable solution

6.1.1.1.2.2 Provide and support Windows Server, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Ora-cle Enterprise Linux, Solaris for X-86 operating systems for physical and virtual processing environ-ments

6.1.1.1.2.3 Capability for multi-tenancy support of proposed solution(s)

6.1.1.1.2.4 Solution to support physical and virtual operating environment requirements

6.1.1.1.2.5 Solution to provide automated delivery of scalable and secure physical and virtual processing environ-ments

6.1.1.1.2.6 Condense network connections and reduce network latency

6.1.1.1.2.7 Solution to provide capacity usage, capacity optimization and capacity forecasting analysis

6.1.1.1.2.8 Consolidate X-86 servers in a dense, highly automated and standardized platform

6.1.1.1.2.9 Solution to support role-based access for management and administration functions

6.1.1.1.2.10 Hardware and Software capability to perform physical-to-physical (P2P) server migrations from exist-ing physical environment to contractor’s proposed solutions

6.1.1.1.2.11 Hardware and Software capability to perform physical-to-virtual (P2V) server migrations from existing physical environment to contractor’s proposed solutions

6.1.1.1.2.12 Hardware and Software capability to perform the transition of virtual machines from existing virtual

6.1.1.2 SPARC (Solaris) based Integrated Solutions that include compute, storage, networking and software as an integrated solution

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6.1.1.2.1 Offerors will provide a comprehensive and complete SPARC based Integrated Solutions that enable highly scalable, flexible, dense and secure processing environment. The solution must provide:

6.1.1.2.1.1 SPARC-based compute, storage, networking and software as an integrated scalable solution

6.1.1.2.1.2 Provide and support SPARC Solaris operating systems for physical and virtual operating environments

6.1.1.2.1.3 Capability for multi-tenancy support of proposed solution(s)

6.1.1.2.1.4 Solutions to support physical and virtual operating environment requirements

6.1.1.2.1.5 Solution to provide automated delivery of scalable, flexible and secure physical and virtual processing environments

6.1.1.2.1.6 Condense network connections and reduce network latency

6.1.1.2.1.7 Solution to provide capacity usage, capacity optimization and capacity forecasting analysis

6.1.1.2.1.8 Consolidate SPARC servers in a dense, highly automated and standardized platform

6.1.1.2.1.9 SAP certification for specific solution requirements

6.1.1.2.1.10 Solution to support role-based access for management and administration functions

6.1.1.2.1.11 Hardware and Software capability to perform physical-to-physical (P2P) server migrations from exist-ing physical environment to contractor’s proposed solutions

6.1.1.2.1.12 Hardware and Software capability to perform physical-to-virtual (P2V) server migrations from existing physical environment to contractor’s proposed solutions

6.1.1.2.1.13 Hardware and Software capability to perform the transition of virtual machines from existing virtual

6.1.1.3 Hyper Converged Infrastructure Solutions

6.1.1.3.1 Offerors will provide a software centric solution that deploys highly integrated compute, storage and communication software-defined platform into a single software controlled/defined virtualized software and hardware processing environment. All physical and software layer resources should be plug and play into a pool of like systems and reside on a single administrative platform. The solution must pro-vide:

6.1.1.3.1.1 X86-based compute, storage, networking, virtualization and software as a Hyper Converged Integrated and scalable solution

6.1.1.3.1.2 Provide and support Windows Server, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Ora-cle Enterprise Linux, Solaris for X-86 operating systems for physical and virtual processing environ-ments

6.1.1.3.1.3 Capability for multi-tenancy support of proposed solution(s)

6.1.1.3.1.4 Solution to support virtual and containerized operating environment requirements

6.1.1.3.1.5 Solution to provide automated delivery of scalable and secure virtual processing environments

6.1.1.3.1.6 Condense network connections and reduce network latency

6.1.1.3.1.7 Solution to provide capacity usage, capacity behavior, capacity optimization and capacity forecasting analysis

6.1.1.3.1.8 Consolidate X-86 servers in a dense and standardized platform

6.1.1.3.1.9 Solution to support role-based access for management and administration functions

6.1.1.3.1.10 Hardware and Software capability to perform physical-to-virtual (P2V) server migrations from existing physical environment to contractor’s proposed solutions

6.1.1.3.1.11 Hardware and Software capability to perform the transition of virtual machines from existing virtual

6.1.1.4 Virtual Desktop Infrastructure

6.1.1.4.1 Offerors will provide a comprehensive service solution desktop processing environment management sys-tem to virtualize the operating and application level software components to allow for a highly scalable, flexible and securing processing environment that will leverage cloud-like technology by storing all user

Page 6 of 53 Pages data and applications online, and can be accessed from any internet-ready device. Service solution must provide:

6.1.1.4.1.1 Centralized management of desktops and applications

6.1.1.4.1.2 End users must be able to access their workspace from multiple devices and move from one device to the next

6.1.1.4.1.3 Access to VDI desktops must use CAC authentication

6.1.1.4.1.4 End user data is backed up and follows the user wherever the user accesses the desktop

6.1.1.4.1.5 Solution to provide automated delivery of scalable and secure virtual processing environments

6.1.1.4.1.6 Condense network connections and reduce network latency

6.1.1.4.1.7 Solution to provide capacity usage, capacity optimization and capacity forecasting analysis

6.1.1.4.1.8 Deliver upgrades and enhancements to end users within the same business day

6.1.1.4.1.9 Local and Remote site High Availability options

6.1.1.4.1.10 Users can request needed applications from a catalog of available capabilities

6.1.1.4.1.11 Solution to support role-based access for management and administration functions

6.1.1.5 Emerging Technologies not yet defined

6.1.1.5.1 Offeror will provide a mechanism that enables mutual collaboration between the contractor and the govern-ment for defining, designing and deploying emerging technology services. The vendor will be responsible for intro-ducing technologies not yet defined at contract award, but may become relevant during the life of contract. The offe-ror will provide periodic (not less than quarterly) technology updates on emerging technologies for integrated solu-tions capabilities, as well as a plan for technical evaluations and potential impact to current integrated solution im-plementations within DISA.

6.1.1.6 Provisioning Management Infrastructure. The Contractor will provide a management infrastructure ser-vice solution that includes highly automated provisioning capabilities, hardware diagnostics, hardware monitoring, capacity monitoring, event logging, image repositories or additional back office processes required to reside in a

DISA environment to support the Contractor’s technical service solution. The Contractor provided infrastructure will be owned, managed and maintained by the Contractor, and will be subject to Risk Management Framework

(RMF) accreditation processes as well as relevant DISA STIG and security policies. RMF accreditation should be initiated before the first order can be placed under this contract.

6.1.2 Subtask 1.2 – OS Requirements. For each Operating System provisioned, the Contractor will provide the most current version of that operating system as part of the service solution. In addition, the Contractor’s solution will support the two previous versions. The Government defines the most current version as N and the two proceed-ing versions as minus two (-2). Therefore N-2 is used to describe an OS current version and two major releases back

(supportable by the OEM). An example being for the RHEL (Red Hat) 7, RHEL 6, and RHEL 5. Interim “dot” re-leases (i.e. RHEL 6.1) do not count as a major version. Any software licenses required for the operating systems will include 24x7x365 support.

6.1.3 Subtask 1.3 – Original Equipment Manufacturer (OEM) Technical Support. The Contractor will provide a methodology/process for the Government to access OEM technical support (including hypervisor) for the operat-ing systems being utilized. Maximum use of OEM commercial documentation will be used (e.g., operator instruc-tions, maintenance manuals, trainer publications.) to support the Contractor’s service solution.

6.1.3.1 Provide high availability options for OS (clustering) at the local site for tying hardware together as required.

6.1.4 Subtask 1.4 – Image. Provide an image of the DISA operating environment. The “image” will not run on the capacity services hardware. The image will be for customers in the IT development stage prior to transitioning their projects to DISA. The image is intended to reduce transition issues for customers. This image should include not only the operating system software, but also any other software tools that the Contractor supplies with the bundled capacity services and provided on the capacity services hardware. The intent is to allow DISA customers the oppor-tunity to develop applications on an image that will "match" their production image when they move from their test

Page 7 of 53 Pages environment to the DISA production environment. The Government will not require any support from the Contrac-tor after initial delivery of the image.

Deliverable/s: Provide “image” that will be distributed to DISA customers.

6.1.5 Subtask 1.5 – Virtual Environments. Provide service solution for X-86 hypervisor to support robust, scala-ble virtualization for X-86-based operating environments (e.g., Windows Server, Red Hat Enterprise Linux, SUSE

Linux Enterprise Server, Oracle Enterprise Linux and Solaris for X-86).

6.1.5.1 Virtualization for Unix environments will be accomplished using native virtual capabilities for Solaris. For native virtual capabilities, Contractor will provide comparable Solaris OEM virtualization management tools and infrastructure for management and Government provisioning of virtual operating environments.

6.1.5.2 The Government is responsible for the day-to-day operational control of the processing environment where the integrated processor capacity equipment will reside. 0perational control includes, but is not limited to, monitor-ing activities, configuration changes based on changing requirements, hypervisor host management, placements, re-locating environments through administrative and embedded management toolsets provided by the Contractor and ensuring that required updates to operating software are received from the contractor and applied. However, hard-ware, all operating system software, maintenance, and licensing shall be included under utility pricing for this con-tract. While a single hypervisor approach is desirable, the Contractor may propose their best technical approach to satisfy the hypervisor requirement for Windows Server, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Oracle Enterprise Linux and Solaris for X-86.

6.1.5.3 The intent of the Government is to operate unlimited virtual environments. The Contractor shall provide vir-tual OE licensing for Microsoft operating systems, Red Hat Linux operating systems, SUSE Linux operating sys-tems, Oracle Enterprise Linux and Solaris for X-86, Hypervisor solution (if applicable) and Infrastructure Switching components.

6.1.5.4 All operating environments whether physical or virtual must be able to provide connectivity for a minimum of 4 network connections supporting Ethernet traffic, and two separate ports for fiber storage connectivity. Two net-work connections are utilized for production traffic, one network connection is utilized for the primary out of band

(OOB) / enterprise backup network (EBN) connections, and one connection is required for the backup out of band

(OOB) / enterprise backup network (EBN) connectivity. Due to this requirement the four communications network connections must be distributed across 4 separate physical communication switches. Ports for storage connectivity must be distributed across a minimum of 2 Host Bus Adapter (HBA) ports. Fiber channels should support 16 GB capabilities. All communications switch equipment must be able to support the use of VLANs, as well as any other standard technologies and protocols. The proposed solution should also integrate into existing processing infrastruc-ture with minimal disruption or reconfiguration of the Governments existing processing infrastructure. All compo-nents must be compatible with the government’s network switching infrastructure. The current DISA network envi-ronment is identified in Appendix SEVEN, Network Detail; however, this environment is subject to change and may not meet the requirements of the contractor’s proposed solution for this RFP.

6.1.6 Subtask 1.6 - Software. For all software provided in the Contractor service solution, including operating sys-tem software, hypervisor solution, as well as, any other software required for the Contractor solution to operate, the

Contractor is responsible to ensure they have documentation that confirms software licenses and annual/current sup-port/maintenance levels. In the event of an audit, the Contractor will be required to defend any audit discrepancy found against all software products that the Contractor has acquired in support of this contract.

6.2 Task 2 - Performance/Availability.

6.2.1 Subtask 2.1 - Provided service solution shall deliver 99.95% availability per orderable system with options to deliver up to 99.999 % availability per orderable system. The definitions and performance measurement are identi-fied below.

Performance Measure 1: Provided Solution Availability 99.95%

Explanation: The percentage of time each system is available for productive use.

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Measurement: (Total available hours for number of calendar days in reporting month – Measurement Excep-tions – Time server is unavailable, unable to perform core function, or core function is significantly degraded) / (To-tal available hours for number of calendar days in reporting month – Measurement Exceptions )*100=“Service

Level Attained”. Total available hours = 24x number of calendar days in reporting month for each orderable sys-tem.

Measurement Exception: DISA or customer initiated downtime, Vendor Preventative Maintenance (not break fix or hardware/software repair) that is properly coordinated through the Authorized Service Activity (ASA)/Author-ized Service Interruption (ASI) process with DISA and the customer, and environmental failures not attributed to the vendor.

Availability Objective: 24x number of calendar days in reporting month minus Measurement Exception (see definition above).

Standard: Satisfactory = 99.95%

Contractor Responsibility: Maintain provided solution, operating system software (with exception of z-series

OS), and related operating equipment in operating condition at a level to meet 99.95% availability.

Performance Measure 2: Provided Solution Availability 99.999%

Explanation: The percentage of time each system is available for productive use.

Measurement: 2A (summary): (Total available hours for number of calendar days in reporting month – Meas-urement Exceptions – Time server is unavailable, unable to perform core function, or core function is significantly degraded) / (Total available hours for number of calendar days in reporting month – Measurement Excep-tions)*100=“Service Level Attained”. Total available hours = 24x number of calendar days in reporting month av-eraged over all five nine’s orderable systems.

Measurement 2B (per system): (Total available hours for number of calendar days in reporting month – Meas-urement Exceptions – Time server is unavailable, unable to perform core function, or core function is significantly degraded) / (Total available hours for number of calendar days in reporting month – Measurement Excep-tions)*100=“Service Level Attained”. Total available hours = 24x number of calendar days in reporting month for each five nine’s orderable system.

Measurement Exception: DISA or customer initiated downtime, Vendor Preventative maintenance (not break fix or hardware/software repair) that is properly coordinated through the Authorized Service Activity

(ASA)/Authorized Service Interruption (ASI) process with DISA and the customer, and environmental failures not attributed to the vendor.

Availability Objective: 24x number of calendar days in reporting month minus Measurement Exceptions (see definition above).

Standard: Satisfactory = 99.999%

Contractor Responsibility: Maintain provided solution, operating system software (with exception of z-series

OS), and related operating equipment in operating condition at a level to meet 99.999% availability.

6.2.2 Subtask 2.2 – Problem Escalation/Resolution

Provide 24x7x365 problem escalation/resolution support for hardware, operating system software, and capacity management. The Contractor shall provide a multi-level solution for response time after being notified by the Gov-ernment to commence remedial maintenance for hardware, operating system software, hypervisor solution, as well as, any other software required for the Contractor services solution to operate. Each orderable system will be identi-fied to a level of response based on Government need. All maintenance requirements are included in the “utility” pricing.

At a minimum, the Contractor shall provide a help desk process, and provide Points of Contacts (POCs), phone numbers, and escalation chart. The Contractor shall support management level escalation procedures to address any issues that may arise and that may impact operation of the provided services.

6.2.3 Subtask 2.3 - Provide ability to validate and view hardware features and components installed under the ser-vices Contract.

6.2.4 Subtask 2.4 - Provide central management capability and reporting to include hardware utilization, error diag-nostics, firmware and component versioning of installed service solution components. Solution should provide

Page 9 of 53 Pages methodology and approach to identify, access, and reconcile overall solution compatibility with respect to firmware and component versioning as well as execution plan to address conflicts and dependencies for solution components.

Deliverable/s: Central management capability and reporting to include hardware utilization, error diagnostics, firm-ware and component versioning of installed service solution components.

6.2.5 Subtask 2.5 - Maintenance. The Contractor shall perform all Preventative Maintenance actions as required by the OEM of the installed equipment, including Predictive and Remedial Maintenance, on all equipment delivered as a part of the services provided by the contract. The Contractor must schedule and perform maintenance with no disruption to production operating environment. Day to day operations management of the hardware does not re-quire Contractor intervention. Software components are capable of remote management and compatible with current

DISA dedicated management network. All maintenance requirements are included in the “utility” pricing.

6.2.5.1 Maintenance Repair and Response Time. Provide processing capacity that delivers 99.95% availability per orderable system with options to deliver up to 99.999 % availability per orderable system. Response and repair times for CONUS will be 2 hour response/4 hour repair and OCONUS will be 4 hours response/8 hour repair, unless otherwise agreed to by DISA. The time for responses will begin when the Contractor is notified and will end when the Contractor makes contact with DISA. The time for repairs will be measured beginning when the Contractor is notified and will end when the repair is completed and the equipment is available for use in its original state prior to the outage. Contractor response times do not change the availability requirements, but represent requirements to repair components which might be causing a degraded state. Contractor shall 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.

6.2.5.2 Predictive Maintenance. The Contractor shall monitor equipment/component performance using diagnos-tics defined in paragraph 6.2.1 for the purpose of identifying whether equipment is operating in accordance with es-tablished specifications. This includes hardware, operating system software, hypervisor solution, firmware and soft-ware patches, as well as, any other software required for the Contractor service solution to operate. Upon determin-ing equipment/component is about to fail or is operating outside OEM specifications, the Contractor shall initiate action to effect repair even though no call for remedial maintenance has been initiated by C2 Cell (designated DISA

Ecosystem work unit) or shift supervisor.

6.2.5.2.1 Contractor shall call the C2 Cell to inform them they are coming in for predictive maintenance and request a Form 7 be generated and coordinated with the physical site. Upon arrival at the physical site, the Contractor’s technician shall report to the C2 Cell in order to comply with reporting requirements – see paragraph 13.8, ADPE

Maintenance Records/DISA Form 7.

6.2.5.3 Remedial Maintenance. Calls will be initiated by the C2 Cell to the Contractor’s toll free help desk service.

The Contractor shall respond and repair, or when necessary, obtain required OEM support, in accordance with this specification. The Contractor shall complete remedial maintenance and maintain the solution availability per order-able system in accordance with (IAW) paragraph 6.2.5.1. Upon arrival on site, Contractor’s technician shall report to the C2 Cell in order to comply with reporting requirements. This includes hardware, operating system software, hypervisor solution, as well as, any other software required for the Contractor service solution to operate.

6.2.5.4 Preventative Maintenance. Preventative Maintenance shall be scheduled with the managing site POC/C2

Cell, local site support, and the Contractor. If deemed necessary by the C2 Cell, the preventative maintenance ac-tion could require coordination with the customer base of the affected system. In this scenario, the C2 Cell will take required actions to schedule an Authorized Service Activity/Authorized Service Interruption and coordinate the date and time with the affected customers and vendor. This includes hardware, operating system software, hypervisor solution, as well as, any other software required for the Contractor service solution to operate. The Contractor shall submit in writing its preventive maintenance schedule for equipment to the Contracting Officer (KO) within 90 days after contract award. Submission of the schedule shall be in accordance with the Contractor’s format. The preven-tive maintenance schedule may be modified at no cost by mutual agreement of both parties. The Contractor’s pro-posed schedule shall not be less than that recommended by the OEM.

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6.2.5.4.1 The Contractor shall commence preventative maintenance IAW the approved preventative maintenance schedule within 90 days after delivery for all maintained equipment. Preventative maintenance shall be scheduled outside the prime system operating hours.

Deliverable/s: Preventative Maintenance schedule within 90 days of hardware delivery.

6.2.5.4.1 If during the course of preventative maintenance, an equipment malfunction is identified, the Contractor shall report the malfunction to the C2 Cell. The malfunction shall be corrected as a Remedial Maintenance Service

(see paragraph 6.2.5.3) and comply with and maintain the solution availability per orderable system IAW paragraph

6.2.5.1 Maintenance Repair and Response Time.

6.2.5.5 Remote Diagnostics. Permanent recorded system errors must be immediately reported to remote service center(s). This includes hardware, operating system software, hypervisor solution, as well as, any other software required for the Contractor service solution to operate. The Contractor shall provide written confirmation that re-ports and remote diagnostics support for applicable equipment exist within 30 calendar days after contract perfor-mance start.

Deliverable/s: Written confirmation that reports and remote diagnostics support for applicable equipment exist within 30 calendar days of contract performance start.

6.2.5.5.1 Verbal contact between the local maintenance technician and an off-site support technician is not accepta-ble for remote diagnostics. There shall be a diagnostic system usable by the local and/or remote technicians.

6.2.6 Subtask 2.6 – Delivery, Installation/De-installation. The Contractor must have the ability to provide solu-tion hardware necessary to support contract requirements within 30 days of contract award with or without Contrac-tor provided management infrastructure. The Contractor will acquire, install/de-install, transport, provide the neces-sary hardware (including cabinets/racks), hardware maintenance, operating systems software, hypervisor solution, as well as any other software required for the Contractor’s solution to operate, and services to support the service solu-tion infrastructure associated with the contract. The Contractor may be required to install hardware in DISA and/or

Mission Partner owned racks. DISA will ensure those racks meet the documented rack requirements set forth in Ap-pendix Five.

6.2.6.1 Subtask 2.6.1 Delivery of equipment must occur within 30 calendar days of the acceptance of the call order by the Contractor. Delivery time also includes the development and coordination of any requisite configuration doc-uments and checklists.

6.2.6.2 Subtask 2.6.2 De-installation of equipment must occur within 30 calendar days of the acceptance of the re-turn call order by the Contractor.

6.2.6.3 Subtask 2.6.3– Equipment Report. Once an order has been placed, and before delivery, the Contractor will send a report containing equipment information to include serial numbers, worldwide names, MAC addresses, etc. to the Installation mail group (disa.meade.se.list.lob-data-center-sel42-all@mail.mil). This enables the Government to prepare for equipment receipt. The Contractor shall provide the report 7-10 working days prior to equipment deliv-ery.

Deliverable/s: Provide report of equipment information 7-10 working days prior to equipment delivery.

6.2.6.4 Subtask 2.6.4 – Normal equipment delivery/installations/uninstalls. Unless otherwise mutually agreed to, normal equipment installations should be accomplished during normal business hours, 0600-1800 local time, Mon-day through Friday, excluding Federal Holidays.

6.2.6.5 Subtask 2.6.5 – Under certain conditions, the Contractor may be required to perform delivery/installa-tion/upgrades/uninstalls outside of normal business 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

Page 11 of 53 Pages delivery/installation/upgrade/uninstalls of new or updated orders. All DISA required after hours support will be re-imbursed through an “After Hours Support” SLIN.

6.2.6.5.1 Under certain conditions, the Contractor may be required to be available on “stand by” after hours, week-ends, and/or holidays. All “stand by” hours will be included in the technical assistance and consulting support pric-ing. “Stand by” means having a field engineer available on-site as requested by the Government.

6.3 Task 3 - Capacity.

6.3.1 Subtask 3.1 - Provide processing capacity service that is scalable to adjust to increases and decreases in re-quired workload. This includes but is not limited to, CPU/GPU, memory, and network interfaces (i.e. network inter-face cards (NIC), etc.). Provide processing capacity service that does not adversely impact existing production workload.

The Contractor shall provide a process for increasing/decreasing capacity for CPU/GPU, and memory, network in-terfaces, (i.e. network interface cards (NIC), etc.) within a tier. The Contractor shall provide a process to collaborate with the Government to modify hardware provided within tier(s) as technology advances, chipset performance im-proves, or other new hardware-based technologies are introduced, without impact to the awarded SLIN price.

6.3.2 Subtask 3.2 - Provide provisioning servers to support the infrastructure service at no additional cost. These servers must be provided by the Contractor in order to image hardware with the current agreed upon images (refer-ence PWS 6.1.4). Provisioning cannot be accomplished via the Wide Area Network (WAN). Solution should in-clude automation capabilities to provide efficiencies in provisioning and automation to streamline recurring vendor and Government tasks. Automation capabilities may be utilized by both the Contractor and the Government in sus-tainment of provisioned infrastructure.

6.3.3 Subtask 3.3 - Provide processing capacity services that is priced on a utility (as used) basis and tier size as de-fined in Appendix One and Appendix Two.

6.3.4 Subtask 3.4 - Provide processing capacity services for unclassified and SECRET workloads. This must be accomplished utilizing separate hardware infrastructure including channels and networks, not sharing components as instructed by DISA Security Technical Implementation Guides (STIGs) http://iase.disa.mil/stigs/Pages/in-dex.aspx. This requirement does not have any impact on the security clearance provisions of the solicitation.

6.3.5 Subtask 3.5 - Provide integrated solution that is moveable. If this requires the movement of equipment, the first move of each piece of equipment shall be at no cost to Government. Movement is defined as the movement of equipment within the same DISA site. There will be a “Relocation Services” SLIN to support relocation of equip-ment to another DISA site. Once an item of hardware has been moved one time, any subsequent moves are billable via a call order.

6.3.6 Subtask 3.6 - Capacity service requirements can be cancelled at any time at no additional cost to the Govern-ment with the exception of orders placed using 12 month commitment SLINs. Those orders will remain in service for a minimum 12 month period.

6.4 Task 4 - Integration/Interfaces. All equipment provided as a service must work with the existing DISA infra-structure and network. Refer to Appendix One.

6.4.1 Subtask 4.1 – The Contractor shall provide training/familiarization to DISA System Administrators for pro-vided infrastructure; all training requirements should be included in the utility price. The Contractor’s training plan shall provide all or a combination of the following elements: OEM documentation guides, Computer Based Training

(CBT) manuals, training hours and in-person/virtual classroom training at Government and/or Contractor facilities.

Technical/training support will be recurring as new hardware is introduced to the processing environment. Tech-nical/training support will be provided as part of the total managed service. To minimize risk, a Contractor-facili-tated plan for training Government personnel on new technologies will be required.

http://iase.disa.mil/stigs/Pages/index.aspx http://iase.disa.mil/stigs/Pages/index.aspx

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6.4.2 Subtask 4.2 – The Contractor shall provide infrastructure that does not disrupt, conflict, or interfere with

DISA's specified Enterprise Systems Management (ESM) architecture. The ESM environment is identified in Ap-pendix Three.

6.4.3 Subtask 4.3 – The Contractor shall ensure all infrastructure components provided are capable of being man-aged remotely via a dedicated DISA management network and all remote management capabilities provide redun-dancy.

6.4.4 Subtask 4.4 – The Contractor shall ensure all infrastructure components provided are capable of being backed-up via a backup network. Infrastructure components provided must be compatible with and operate seamlessly with

DISA’s network and storage infrastructure.

6.4.5 Subtask 4.5 – The Contractor shall ensure all infrastructure components provided are coordinated with and agreed to by DISA before introduction into the processing environment.

6.4.6 Subtask 4.6 – The Contractor shall ensure all components are IPv6 capable. Criteria to be considered IPv6 capable are; conformant with the IPv6 standards profile contained in the National Institute of Standards and Tech-nology (NIST) USG IPv6 guidance, NIST SP 800-119, Guidelines for the Secure Deployment of IPv6; maintaining interoperability in heterogeneous environments and with IPv4; commitment to upgrade as the IPv6 standard evolves;

and availability of IPv6 technical support.

6.4.7 Subtask 4.7 – The contractor shall ensure all infrastructure components provide that include network layer 2 switches of being able to support Spanning Tree Protocol Rapid Spanning Tree Protocol (RSTP) as 802.1w. RSTP and Multiple Spanning Tree MST IEEE 802.1Q-2005. Also Port Channeling Link Aggregation Control Protocol

(LACP) is part of an IEEE specification (802.3ad) and needed for equal cost load balancing for combined interface.

6.4.8 Subtask 4.8 – The contractor shall ensure all infrastructure components provide Virtual Redundancy Protocol for computer networking to increase the availability and reliability of routing paths RFC 5798.

6.4.9 Subtask 4.9 - The contractor’s solutions should provide reliable, cost effective cabling approach that will con-dense the amount of network cabling and network ports required.

6.5 Task 5 – Release Management. The Contractor will work closely with the Government to test and field OS releases and upgrade packages. The Government develops standard documentation on version levels in line with change and configuration management programs. The Contractor will package the initial and upgrade OS releases.

Initial OS releases are only deployed by the Contractor on capacity service hardware; however, the initial OS release must be tested, coordinated, and documented with the Government to ensure all images are enterprise compatible.

The Contractor manages the OS software repository. This repository will be available to the Government to execute

OS upgrades.

6.5.1 Subtask 5.1 – Package OS.

6.5.1.1 Government will lead the operational acceptance testing with Contractor support. The Contractor shall pro-vide release of new OS's and upgrade packaging for all upgrades. Server OS software is owned and licensed by the

Contractor, with the Government having right to use through the capacity services contract.

6.5.1.2 Upon receipt of an image from the Contractor, the Government will install, test and validate image for adher-ence to standards, perform integration testing, provide release documentation or image corrections necessary for seamless integration into the DISA infrastructure. Items to be validated by the Government include introduction of new hardware, patches, or firmware versions to the enterprise; new or upgraded software; and tool integration and functionality such as ESM agents, Blade Logic, HBSS, Veritas, driver compatibility, IAVA compatibility and level, and STIGing to the current DISA level.

6.5.2 Subtask 5.2 - Manage the OS repository, and server. The Contractor shall manage an OS software reposi-tory. The repository will be used as a central repository for approved OS version baselines. The Government must be able to pull and install the OS upgrade package for testing on capacity hardware in use under this contract, and will return validated OS packages for support of general provisioning and upgrade processes.

Page 13 of 53 Pages

Deliverable/s: OS Repository and availability for Government to execute OS upgrades.

6.6 Task 6 - Installation/Configuration. The Contractor shall install/de-install, provide power-up configuration within 30 days of validation of the call order by the Contractor.

6.7 Task 7 - Security. The Contractor shall comply with all applicable security directives, including the DoD Di-rective 8500.1, "Information Assurance (IA)"; DoD Instruction 8500.1, "Cybersecurity"; DoD Directive 8570.1, In-formation Assurance Training, Certification, and Workforce Management; DoD Manual 8570.01-M, Information

Assurance Workforce Improvement Program; the Assistant Secretary of Defense Memorandum, Subject: Disposi-tion of Unclassified DoD Computer Hard Drives, dated June 4, 2001; DISA Security Technical Implementation

Guides (STIGs).

6.7.1 Subtask 7.1 – Contractor personnel supporting Information Assurance (IA) functions in Chapters 3, 4 10 and

11 (DoD 8570.01 M Information Assurance Workforce Improvement Program) shall obtain the appropriate DoD-approved IA baseline certification prior to beginning performance. Contractors have up to 6 months to obtain the rest of the qualifications for their position outlined in AP3.T1. Additional training on local or system procedures may be provided by the DoD organization receiving services. Certification reporting will occur bi-annually.

The Contractor shall provide a solution for reporting certifications and certification status of all Contractor personnel performing Information Assurance functions as described in DoD 8570.01-M, Information Assurance Workforce

Improvement Program. The Contractor shall provide a solution for ensuring certifications are in compliance with the manual…