HC108418R0001_Amend_0003.pdf

AMENDMENT OF SOLICITATION/MODIFICATION OF CONTRACT

Except as provided herein, all terms and conditions of the document referenced in Item 9A or 10A, as heretofore changed, remains unchanged and in full force and effect.

15A. NAME AND TITLE OF SIGNER (Type or print)

30-105-04EXCEPTION TO SF 30

APPROVED BY OIRM 11-84

STANDARD FORM 30 (Rev. 10-83)

Prescribed by GSA

FAR (48 CFR) 53.243

See SF30, Block 14 Continuation Page that follow s for Amendment 0003 revisions.

1. CONTRACT ID CODE PAGE OF PAGES

J 1 3

16A. NAME AND TITLE OF CONTRACTING OFFICER (Type or print)

16C. DATE SIGNED

BY 18-Sep-2018

16B. UNITED STATES OF AMERICA15C. DATE SIGNED15B. CONTRACTOR/OFFEROR

(Signature of Contracting Officer)(Signature of person authorized to sign)

8. NAME AND ADDRESS OF CONTRACTOR (No., Street, County, State and Zip Code) X HC108418R0001

X 9B. DATED (SEE ITEM 11)

09-Aug-2018

10B. DATED (SEE ITEM 13)

9A. AMENDMENT OF SOLICITATION NO.

11. THIS ITEM ONLY APPLIES TO AMENDMENTS OF SOLICITATIONS

X The above numbered solicitation is amended as set forth in Item 14. The hour and date specified for receipt of Offer is extended, X is not extended.

Offer must acknowledge receipt of this amendment prior to the hour and date specified in the solicitation or as amended by one of the following methods:

(a) By completing Items 8 and 15, and returning copies of the amendment; (b) By acknowledging receipt of this amendment on each copy of the offer submitted;

or (c) By separate letter or telegram which includes a reference to the solicitation and amendment numbers. FAILURE OF YOUR ACKNOWLEDGMENT TO BE

RECEIVED AT THE PLACE DESIGNATED FOR THE RECEIPT OF OFFERS PRIOR TO THE HOUR AND DATE SPECIFIED MAY RESULT IN

REJECTION OF YOUR OFFER. If by virtue of this amendment you desire to change an offer already submitted, such change may be made by telegram or letter, provided each telegram or letter makes reference to the solicitation and this amendment, and is received prior to the opening hour and date specified.

12. ACCOUNTING AND APPROPRIATION DATA (If required)

13. THIS ITEM APPLIES ONLY TO MODIFICATIONS OF CONTRACTS/ORDERS.

IT MODIFIES THE CONTRACT/ORDER NO. AS DESCRIBED IN ITEM 14.

A. THIS CHANGE ORDER IS ISSUED PURSUANT TO: (Specify authority) THE CHANGES SET FORTH IN ITEM 14 ARE MADE IN THE

CONTRACT ORDER NO. IN ITEM 10A.

B. THE ABOVE NUMBERED CONTRACT/ORDER IS MODIFIED TO REFLECT THE ADMINISTRATIVE CHANGES (such as changes in paying office, appropriation date, etc.) SET FORTH IN ITEM 14, PURSUANT TO THE AUTHORITY OF FAR 43.103(B).

C. THIS SUPPLEMENTAL AGREEMENT IS ENTERED INTO PURSUANT TO AUTHORITY OF:

D. OTHER (Specify type of modification and authority)

E. IMPORTANT: Contractor is not, is required to sign this document and return copies to the issuing office.

14. DESCRIPTION OF AMENDMENT/MODIFICATION (Organized by UCF section headings, including solicitation/contract subject matter where feasible.)

10A. MOD. OF CONTRACT/ORDER NO.

2. AMENDMENT/MODIFICATION NO. 5. PROJECT NO.(If applicable)

6. ISSUED BY

3. EFFECTIVE DATE

18-Sep-2018

CODE

DISA/DITCO-SCOTT-PL84

2300 EAST DRIVE

SCOTT AFB IL 62225

HC1084 7. ADMINISTERED BY (If other than item 6)

4. REQUISITION/PURCHASE REQ. NO.

CODE

See Item 6

FACILITY CODECODE

EMAIL:TEL:

HC108418R0001

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

The purpose of this amendment is to make the following RFP revisions:

A. Section J, List of Documents, Exhibits and Other Attachments. Updates were made to

Attachment C-1 PWS, all revisions are highlighted in yellow.

B. Section J, List of Documents, Exhibits and Other Attachments. Updates were made to Exhibit

B-1 ESS III Storage Price Model; all revisions are highlighted in yellow.

C. Section L, Instructions to Offerors. Updates were made to Attachment L-1, all revisions are highlighted in yellow.

D. Section L, Instructions to Offerors. Updates were made to Attachment L-2 Questions &

Answers Template to add a response from the Government to Contractors questions.

E. Section M, Evaluation Factors for Award. Updates were made to Attachment M-3 Self-

Certification List, all revisions are highlighted in yellow.

F. Proposal due date of October 1, 2018 will remain unchanged. The Government reserves the right to reject any further questions.

SECTION J - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

The following have been modified:

LIST OF EXHIBITS/ATTACHMENTS

EXHIBITS /

ATTACHMENTS

DESCRIPTION

Exhibit B-1

ESS III Storage Price Model - (Revised September 18, 2018)

Attachment C-1 Performance Work Statement (PWS) - (Revised September 18, 2018)

* Appendix 1 - Equipment Inventory

* Appendix 2 - Enterprise Management Products

* Appendix 3 - Facilities Rack and Power Details

* Appendix 4 - Technical Assistance and Consulting Services

* Appendix 5 - Call Order Template Sample

* Appendix 6 - DISA Non-Disclosure Agreement

* Appendix 7 - Electronic Product List

* Appendix 8 - Mainframe Licensing and Enterprise Backup Software

* Appendix 9 - Risk Management Framework (RMF) and Software

Security Requirement

* Appendix 10 – Minimum Support Requirements

* Appendix 11 – Performance Thresholds

Attachment C-2 Quality Assurance Surveillance Plan (QASP)

Attachment C-3 DD Form 254 – Contract Security Classification Specification

Attachment C-4 Republic of Korea SOFA Contract Clause

Attachment C-5 Japan SOFA Contract Clause

Attachment L-1 Section L-Instructions, Conditions, and Notices to Offerors or Respondents -

(Revised September 18, 2018)

Attachment L-2 Question & Answer Template - (Revised September 18, 2018)

Attachment L-3 Past Performance Information Sheet Format

Attachment L-4 Subcontractor/Teaming Partner consent Letter for the Release of Past

Performance Information to the Prime Contractor

Attachment L-5 Subcontractor Plan Review Checklist

Attachment M-1 Section M: Evaluation Factors For Award

Attachment M-2 Sample Task Order List - (Revised September 11, 2018)

Attachment M-3 Self-Certification Checklist - (Revised September 18, 2018)

Attachment M-4 Self-Certification Letter - (Revised September 04, 2018)

Attachment M-5 Offeror Technical Specifications - (Revised September 11, 2018)

(End of Summary of Changes)

ESS III

Amend 0003 Attachment C-1 PWS

Enclosure 2c, PWS

Page 1 of 57 Pages

PERFORMANCE WORK STATEMENT (PWS)

As of 18 September 2018

Contract Number: Provided at award

Task Order Number: Provided at award

Contractor Name: Provided at award

Tracking Number: HC108418R0001

Follow-on to Previous Contract and Task

Order Number:

HC1028-15-D-0002

1. Contracting Officer Representative (COR).

a. Primary COR. See Clause G1

Name: Provided at award

Organization:

Department of Defense Activity

Address Code (DODAAC):

Address:

Phone Number:

Fax Number:

E-Mail Address:

b. Alternate COR. See Clause G1

Name: Provided at award

Organization:

DODAAC:

Address:

Phone Number:

Fax Number:

E-Mail Address:

2. Contract Title. Defense Information Systems Agency (DISA), Enterprise Storage Solutions (ESS) III Capacity

Services

3. Background. DISA is a provider of Information Technology (IT) solutions for the Department of Defense

(DoD). DISA DoD customers require storage for a variety of applications. DISA’s mission requires cost effective storage capacity available for rapid deployment at capabilities at DISA-owned and other approved storage locations.

DISA is required by the DoD to enhance communications 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 requires a change 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 DOD has shifted to platform independent, web-enabled, Net-Centric services requiring a diverse storage environment that meets the requirements of the end users, and is highly available, secure, and reliable.

4. Objective. The objective of this contract is to obtain reliable, responsive, cost-effective managed services and on-demand storage capabilities for Government-approved locations located in the continental United States

(CONUS) and outside of the continental United States (OCONUS). The Government’s goal is to obtain a scalable storage capability using an on-demand service approach that will readily adjust to changes in storage and throughput requirements, both increases and decreases, and is priced on a utility (as used) basis for the total lifecycle of the contract. This utility concept requires that the Contractor provide all assets needed for the storage managed service.

Page 2 of 57 Pages

These assets will include hardware, software, software maintenance and licensing, and all associated design capabilities, logistical services, field maintenance, and systems engineering.

5. Scope. The contract shall require the Contractor to provide a managed storage service for the Government providing solutions to support all application workloads. The solution shall include all storage, network, and operating system hardware and software functioning within these environments. The contract shall require the

Contractor to provide a solution for off-site storage of tape/media. The Contractor must provide the Government with a detailed hardware/configuration list for all solutions.

5.1 Contractor Responsibilities. The Contractor’s responsibilities shall include the following for all capabilities as defined in PWS Section 6.

Provide, deliver, install, configure, maintain, and deinstall storage assets

Provide hardware/software licensing for all solutions

Provide all software required to manage/monitor all provided storage solutions

Provide service for all storage assets provided in support of the contract including all maintenance and troubleshooting

Update and maintain all software, including operating systems and patch management, for provided solutions

5.2 Government Responsibilities. The Government will maintain operational management of all solutions provided and may complete the installation of software updates after the initial delivery, unless otherwise specified.

5.3 Current Storage Environment. The Contractor must ensure that all storage assets provided are compatible with, and operate seamlessly with the Government’s processor and communications infrastructure.

5.3.1 Processor (Hardware) Infrastructure Compatibility. All storage solutions must be compatible with any operating environment the Government may require, including the latest available version (N) and two previous versions (N-1 and N-2). The following hardware chipsets/operating environments are included in the current processor contract and compatibility with these environments is required.

Mainframe:

IBM System z: IBM z/OS

Open Systems:

IBM System z: IBM Linux for System z

X-86: Windows Server, Red Hat Enterprise Linux, SUSE Linux Enterprise Server, Oracle Enterprise

Linux, Solaris, VMware vSphere Enterprise Plus

Itanium: HP-UX

SPARC: Solaris

IBM System p: AIX

5.3.2 Communications (Network) Infrastructure Compatibility. All Contractor solutions must be compatible with the Government’s current communications architecture. The Government currently uses an Internet Protocol

(IP) network to manage all storage assets and storage replication. The Contractor will not be required to provide communications (IP) equipment.

5.3.3 Unclassified and Classified Level Environments. The Contractor will have access to the Non-classified

Internet Protocol (IP) Router (NIPR) and Secret Internet Protocol (IP) Router (SIPR) environments and access to unclassified and classified data. To comply with DoDM 5200.01, the Contractor must deploy separate hardware for classified and unclassified storage environments and shall provide all assets needed for the storage infrastructure regardless of the environment (classified or unclassified). Storage hardware that is part of the Contractor’s solution may be installed in locations that have a classification level higher than Secret. Reference PWS Section 12.2 for individual personnel security requirements.

Page 3 of 57 Pages

5.4 Data Center Locations. The Government currently provides storage services at multiple computing facilities in both CONUS and OCONUS locations.

5.4.1 CONUS Locations:

Chambersburg, PA 17201

Columbus, OH 43213

Denver, CO (Greenwood Village) 80111

Fort Meade, MD 20755

Mechanicsburg, PA 17050

Montgomery, AL 36114

Pensacola, FL 32503

Ogden, UT 84056

Oklahoma City, OK 73145

Raven Rock Mountain Complex, PA (Address will be provided as needed)

San Antonio, TX 78226

5.4.2 OCONUS Locations:

Alaska – Ft. Wainwright Bahrain – Manama

Germany – Stuttgart, Wiesbaden

Hawaii – Ford Island (PAC), Schofield Barracks

Japan – Yokota AFB

South Korea – Camp Walker

5.4.3 Future locations. The Contractor must have the ability to install and operate their storage solution at

Government-approved locations worldwide where the Government may acquire an operational responsibility.

5.5 Status of Forces Agreement. The Government will afford the Contractor protection under the Department of

Defense’s Status of Forces Agreement (SOFA) with OCONUS Host countries that have an existing SOFA with the

United States (U.S.). The Government will hold the Contractor harmless from any and all local taxes, value-added taxes, excise taxes, and/or other tariffs imposed by the Host country on goods and services entering the country for 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 Government 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 and Software Reuse. No hardware or software currently installed at any Government-approved location shall be used to satisfy the managed service requirements. All hardware and software for the Contractor’s solution that is installed at a Government location for the first time will be new, unused equipment. If the call order for capacity service is later cancelled, the hardware for the service may be reutilized if: 1) the technology meets the criteria of the most current tier structure, 2) is not a product the Original Equipment Manufacturer (OEM) has withdrawn from marketing/sale, and/or 3) has not been otherwise designated as End-of-Life (EOL) by the OEM.

The Government will make the final determination on the reuse of hardware and software.

5.7 Ancillary Hardware and Software. The Contractor shall provide all ancillary hardware and/or software (i.e.

host-based software utilities to include multipathing software and agents) required to ensure the internal components of the hardware used for the Contractor’s solution are fully functional. All costs for any ancillary hardware and/or software shall be included in the SLIN pricing model.

5.8 Disk Drives. Throughout this document, disk drive, drive, and disk are all used interchangeably for all storage requirements. All Contractor solutions will utilize these disk drive technologies for all data storage. Storage capacity will be measured by the disk drive manufacturer’s stated raw capacity. The raw capacity will be rounded to the nearest TB. For example, if the manufacturer’s disk drive size is 4.5TB or higher, the hardware capacity will be measured at 5TB. If the manufacturer’s disk drive size is 4.499TB or less, the hardware capacity will be measured at

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4TB. The array capacity shall be measured using the sum of each drive, totaling the overall RAW capacity of a storage array.

6. Performance Requirements.

6.1 TASK 1 - Storage Solutions and Capabilities.

The Contractor shall provide storage capacity that is scalable to adjust to increases and decreases in required workload. The Government reserves the right to use any SLIN or SLIN configuration from the contract B-table for any customer workload or any category of existing or future workload. All licensed features will be included in the

SLIN base unit price unless otherwise noted by the Government. All solutions shall comply with the Security

Technical Implementation Guides (STIGs) and have security accreditation prior to ready for use (RFU). Enterprise class arrays shall not be paired with non-enterprise class arrays as an enterprise solution. The solution must not breach any of the manufacturer’s performance thresholds as defined in Appendix 11, including during internal component failover. The Contractor’s solution shall concurrently meet all capacity requirements while maintaining maximum performance and data integrity.

6.1.1 Subtask 1.1 - Technical Requirements and Architecture. The Contractor shall provide utility storage solutions that can be delivered, installed, implemented, scaled, reconfigured, and maintained throughout their life at an optimum level of performance according to the OEM best practices without service disruption. Non-disruptive changes shall include increases and decreases in disk and port capacity and firmware updates. Storage devices must provide non-disruptive capabilities internally and must not rely on external hardware or software (redundant switching, port failover, host multipathing, etc.) to provide data transport during firmware upgrades, hardware replacement, or troubleshooting. Storage Area Network devices must provide the same non-disruptive capabilities during firmware upgrades. All Contractor’s solutions must provide a method for encrypting Data at Rest in compliance with Federal Information Processing Standards (FIPS) 140-2.

6.1.1.1 Subtask 1.1.1 - Enterprise Block Storage Solution. The Contractor shall provide an Enterprise Block

Storage solution capable of performing at an optimum level of performance according to OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must support large multitenancy environments and meet all minimum requirements identified in Appendix 10, Table A10-1.

6.1.1.2 Subtask 1.1.2 - Enterprise Virtual Environment Storage Solution. The Contractor shall provide an

Enterprise Virtual Environment Storage solution capable of performing at an optimum level of performance according to OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must support large multitenancy environments and meet all minimum requirements identified in Appendix 10, Table A10-2.

6.1.1.3 Subtask 1.1.3 - Storage Area Network (SAN) Solution. The Contractor shall provide a Storage Area

Network solution capable of performing at an optimum level of performance according to OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must support large multitenancy environments and meet all minimum requirements identified in Appendix 10, Table A10-3.

6.1.1.3.1 Subtask 1.1.3.1 - Single Tenant Storage Area Network (SAN) Solution. The Contractor shall provide a

Single Tenant SAN solution capable of performing at an optimum level of performance according to OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must meet all minimum requirements identified in Appendix 10, Table A10-3 for single tenant environments.

6.1.1.4 Subtask 1.1.4 - Bulk, Block-Based Storage Solution. The Contractor shall provide a Bulk, Block-Based

Storage solution capable of performing at an optimum level of performance according to OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must meet all minimum requirements identified in Appendix 10, Table A10-4.

6.1.1.5 Subtask 1.1.5 - Network Attached Storage (NAS) Solution. The Contractor shall provide Network

Attached Storage solution capable of performing at an optimum level of performance according to OEM best

Page 5 of 57 Pages practices and meet the availability requirements of PWS subtask 6.5.1. The solution must support large multitenancy environments and meet all minimum requirements identified in Appendix 10, Table A10-5.

6.1.1.6 Subtask 1.1.6 - Content Addressable Storage (CAS) Solution. The Contractor shall provide a Content

Addressable Storage solution capable of performing at an optimum level of performance according to OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must meet all minimum requirements identified in Appendix 10, Table A10-6.

6.1.1.7 Subtask 1.1.7 - Continuous Data Protection (CDP) Solution. The Contractor shall provide a solution for continuous data protection to provide the ability to roll back to point-in-time intervals from 15 minutes to 24 hours.

The solution shall utilize journaling or equivalent technology to accomplish the protection and allow for short rollback interval and capability to restore locally and remotely. The solution must not rely on remote backup data to accomplish the data restoral. The solution must provide the ability to utilize bandwidth reduction of replicated data.

6.1.1.8 Subtask 1.1.8 - Storage as a Service (STaaS). The Contractor shall provide an on-premises Storage as a

Service solution capable of performing at an optimum level of performance according to OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must support large multitenancy environments and meet all minimum requirements identified in Appendix 10, Table A10-7.

6.1.2 Subtask 1.2 - Backup and Archiving Solution. The Contractor shall provide a solution to support backup and archiving storage. The solution must be compatible with all licenses identified in Appendix 8, Table A8-2 for

Enterprise Backup Software.

6.1.2.1 Subtask 1.2.1 - Backup and Archiving Disk Solution. The Contractor shall provide a disk-based solution to provide storage for backup and archiving capable of performing at an optimum level of performance according to

OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must support large backup/archive environments and meet all minimum requirements identified in Appendix 10, Table A10-8.

6.1.2.2 Subtask 1.2.2 - Backup and Archiving Disk Management Requirements. The Contractor’s solutions shall provide central management and reporting capabilities that include hardware utilization, alerting, auditing and error diagnostics for all installed hardware and software components that support the Contractor’s solution for backup and archiving.

6.1.2.3 Subtask 1.2.3 - Linear Tape Open (LTO) for Open Systems Solution. The Contractor shall provide scalable, automated physical linear tape-open (LTO) tape solutions to include any hardware and software required to make the solution fully functional. The solution will support a small-automated tape robotics library and both LTO-

6 and LTO-7 formats at the time of the contract award. The Government requires physical tape solutions for data transfer between enclaves and off-site workload requirements.

6.1.3 Subtask 1.3 - Additional Mainframe Solutions.

6.1.3.1 Subtask 1.3.1 - Mainframe Virtual Tape System (VTS) Solution. The Contractor shall provide a

Mainframe Virtual Tape System solution capable of performing at an optimum level of performance according to

OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must meet all minimum requirements identified in Appendix 10, Table A10-9.

6.1.3.2 Subtask 1.3.2 - Mainframe Physical Tape Solution. The Contractor shall provide a Mainframe Physical

Tape solution capable of performing at an optimum level of performance according to OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must meet all minimum requirements identified in

Appendix 10, Table A10-10. The Government requires physical tape solutions for data transfer between enclaves and off-site workload requirements.

6.1.4 Subtask 1.4 - Ancillary and Infrastructure Components. Reference Appendix 3 for rack and power details.

6.1.4.1 Subtask 1.4.1 - Ancillary Components. The Contractor shall provide solutions that include all required ancillary components (hardware and software) to support solutions in PWS Sections 6.1, 6.2 and 6.4. This will

Page 6 of 57 Pages include racks, internal cables, external cables to designated patch panels and power cables, software and any additional components required for the solution to operate.

6.1.4.2 Subtask 1.4.2 - Infrastructure Components. The Contractor shall provide infrastructure components that include racks, cables, power cables, etc. These infrastructure components (racks, cables, cable connectors, trunks, conveyance, and LTO tape media) will be ordered on a one-time basis, consumed and retained by the Government beyond the life of the contract. All supplied cable must be plenum rated. LTO tape media must be provided with barcode labels.

6.2 TASK 2 - Additional Capabilities.

6.2.1 Subtask 2.1 - Analytics. The Contractor shall provide an Analytics solution capable of performing at an optimum level of performance according to OEM best practices and meet the availability requirements of PWS subtask 6.5.1. The solution must meet all minimum requirements identified in Appendix 10, Table A10-11.

6.2.2 Subtask 2.2 - Migration Tools. The Contractor shall provide a temporary solution to migrate data from the existing storage solutions to the Contractor’s solutions. The Government will determine the schedule and deployment of the migration tools. The Government will be responsible for all data migrations utilizing the

Contractor’s migration tools.

6.2.2.1 Subtask 2.2.1 - Tool Implementation. The Contractor’s solution shall be capable of being deployed and configured within one business day without disruption to storage access.

6.2.2.2 Subtask 2.2.2 - Data Migration. The migration of data must be accomplished with a maximum of one interruption to storage access. If an interruption is required, it must last no longer than it would take for a restart of the system accessing the data.

6.2.3 Subtask 2.3 - New Technology Testing. The Contractor shall provide a strategy for allowing the Government to test new storage technologies at a Government-designated location(s) when new storage technologies become available. After the testing period, the Government will determine if it is beneficial to the Government to add the technology to the contract and determine the optimum strategy for deployment within the Government enterprise.

6.2.4 Subtask 2.4 - Best Practices. The Contractor shall provide OEM best practices for configurations of all provided solutions including recommendations of how to achieve optimal performance of solutions. Best practices will include how to provide data protection guidance for configuration of provided solutions. To maintain compliance, the Contractor must provide all OEM best practices updates to the Government within 30 days of availability from the OEM.

6.2.5 Subtask 2.5 - Technical Documentation. The Contractor shall provide the most current, detailed technical documentation for all solutions for capacity services provided in the Contractor’s solution and utility pricing within

30 calendar days after the date of the contract award and when updates to the technical documentation become available. The Contractor’s solution shall include a document repository that is remotely accessible.

Deliverable(s): Provide technical documentation for all solutions provided.

6.2.6 Subtask 2.6 - Technical Training. Technical training shall be provided as part of the total managed service.

The Contractor shall provide training/familiarization to the Government team and other designated staff for all provided infrastructure and solutions. All costs for the training requirements shall be included in the utility pricing.

Training shall be provided to support 1-15 personnel up to the expert level, and 1-45 personnel up to the intermediate level on all Contractor-provided solutions. The Contractor’s training plan shall provide the following elements: OEM documentation guides, Computer Based Training (CBT) manuals, training hours and in-person and/or virtual classroom training at Government and/or Contractor facilities. The majority of the training requirements will take place within the first two base years of the contract, but training will be recurring as new technology and hardware is introduced to the storage environment. To minimize risk, a Contractor-facilitated plan for training the Government personnel on new technologies shall be required. Training for all Contractor-provided solutions shall be available within 30 calendar days after the date of the contract award.

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Deliverable(s): Provide a catalog of training programs.

6.3 TASK 3 - Infrastructure Interoperability.

6.3.1 Subtask 3.1 - Internet Protocol Version 6 (IPv6). The Contractor shall ensure that 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. The criteria that must be met to be considered IPv6 capable are: 1) conformant with the IPv6 standards profile contained in the DOD IT Standard

Registry (DISR), 2) maintaining interoperability in heterogeneous environments and with IPv4, 3) commitment to upgrade as the IPv6 standard evolves, and 4) availability of the Contractor/Contractor IPv6 technical support and assistance.

6.3.2 Subtask 3.2 - Baseline Compatibility. The Contractor shall provide solutions that are compatible with the current installed Government storage baseline. Reference Appendix 1, Equipment Inventory.

6.3.3 Subtask 3.3 - Enterprise Systems Management (ESM) Interoperability. The Contractor shall provide solutions that are interoperable and compatible with the Government’s chosen Enterprise Systems Management

(ESM) architecture. Reference Appendix 2, Enterprise Management Products for the list of ESM architecture major components.

6.3.4 Subtask 3.4 - Communications and Server Interoperability. The Contractor shall provide solutions that operate seamlessly with the Government’s communication and server infrastructure. The Government will provide all required bandwidth. The Contractors solutions shall include all components required to interface with the

Government-provided bandwidth. The Contractor must provide solutions that optimize bandwidth usage. Operating seamlessly requires connecting into the existing infrastructure without additional requirements. Optimizing bandwidth requires the least number of interfaces to support connectivity.

6.3.5 Subtask 3.5 - Remote Management. The Contractor shall ensure all infrastructure components for the

Contractor’s storage solution are capable of being managed remotely via a dedicated Government remote management network.

6.4 TASK 4 - Provisioning, Management, and Reporting Infrastructure.

The solutions provided in PWS Section 6.4 shall be managed and operated by the Contractor with Government oversight. The Contractor must maintain and configure the operating system and any applications to include software updates or additional software components. The Contractor shall install and upgrade all hardware and software infrastructure components and provide technical expertise and maintenance for all products required for the

Contractor’s solution(s) to fully operate. The Government will have access to utilize these solutions. The

Government will determine the version update requirements for software and applications. The Government may install, configure and maintain any host agent software required for these solutions. Reference Appendix 9 for software security requirements.

6.4.1 Subtask 4.1 - Centralized Management. The Contractor shall provide a centralized management infrastructure solution to include provisioning capabilities, hardware diagnostics, hardware monitoring, virtualization management, event logging, performance management and additional back office processes required to reside in the infrastructure to fully support the Contractor’s technical solution.

6.4.1.1 Subtask 4.1.1 – Centralized Management Solution. The Contractor’s solution shall enable and be capable of both local and remote (via a wide area dedicated Government management network) centralized management.

This includes operational control, performance and monitoring for storage and SAN switching networks. The

Contractor’s solution is required to send error and performance alerts to the Government’s internal reporting system via Simple Network Management Protocol (SNMP). The performance monitoring shall include solutions for monitoring array performance, switch fabric performance, and any other components provided. The Contractor’s solutions shall provide detailed monitoring that includes volume level performance, switch port performance, array front-end/back-end port performance, switch fabric and array latency/response time, array cache and CPU performance, and array disk performance.

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6.4.2 Subtask 4.2 - Storage Resource Management (SRM). The Contractor shall provide a single integrated SRM solution to provide business process and lifecycle management, which fully sustains all storage services, provided under this contract and maximizes the integration with the Government’s current installed inventory.

6.4.2.1 Subtask 4.2.1 – SRM Solution. The SRM solution shall provide server storage and array capacity utilization information for Government financial billing purposes. The SRM solution shall provide configuration and asset management information for tracking current configuration details and identify which components of a solution are in use and which are not in use. The SRM solution shall provide the ability to export data and/or the ability to link through a web services interface. The solution shall have detailed reporting and provide data filtering and granularity to the volume level. The SRM solution shall be able to cover all storage solutions provided under this contract. The Government will determine which assets and capacity quantities will be included under the SRM solution. The Contractor must provide the SRM solution within 90 calendar days after the date of the contract award.

6.5 TASK 5 - Availability/Performance.

6.5.1 Subtask 5.1 - Availability. The Contractor shall provide storage solutions that are highly available with a minimum of 99.999% for Enterprise class storage (Enterprise Block and Enterprise Virtual Environment), a minimum of 99.9% for Bulk Block based storage, and 99.95% for all other orderable systems. The solutions must be readily scalable to adjust to increases and decreases in required storage capability and prevent data loss in the event of component failure(s). Any loss of data access for a server or application due to hardware/software failure or any type of maintenance is considered unavailability of the impacted system. Application degradation/outages, as defined in Appendix 11, due to sustained elevated response time that is determined to be caused by any Contractor-provided solution is considered unavailability. The availability definitions and performance measurements are identified below. Any downtime required for maintenance, scheduled or unscheduled, shall be considered unavailability of the impacted system. Scheduled Maintenance activities should not cause or require service outages. Scheduled maintenance interruptions are considered disruptive unless solutions remain online continually servicing data during maintenance with no performance impact.

6.5.1.1 Subtask 5.1.1 - Availability Measures

Performance Measure 1: Operating Platform Availability 99.95%

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

Measurement: (Total available hours for number of calendar days in reporting month) - Measurement

Exceptions - Time storage 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

Exceptions)*100=Service Level Attained. Total available hours = 24x number of calendar days in reporting month for each orderable system.

Measurement Exception: Government initiated downtime and environmental failures not attributed to the

Contractor.

Availability Objective: 24x number of calendar days in reporting month minus Measurement Exception

(Reference definition above).

Standard: Satisfactory = 99.95%

Contractor Responsibility: Maintain operating platform, operating system software and related operating equipment in operating condition at a level to meet or exceed 99.95%.

Performance Measure 2: Enterprise Class Storage, Operating Platform 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 -

Measurement Exceptions - Time storage 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

Exceptions)*100=Service Level Attained. Total available hours = 24xnumber of calendar days in reporting month averaged over all orderable systems.

Measurement 2B(per system): (Total available hours for number of calendar days in reporting month -

Measurement Exceptions - Time storage is unavailable, unable to perform core function, or core function is

Page 9 of 57 Pages significantly degraded) / (Total 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 five nine’s orderable system.

Measurement Exception: Government initiated downtime and environmental failures not attributed to the

Contractor.

Availability Objective: 24x number of calendar days in reporting month minus Measurement Exceptions

(Reference definition above).

Standard: Satisfactory = 99.999%

Contractor Responsibility: Maintain operating platform, operating system software and related operating equipment in operating condition at a level to meet or exceed 99.999%.

6.5.1.2 Subtask 5.1.2 - Workload Performance. At no time shall the Contractor’s solution fail to meet the manufacturer’s documented performance capabilities. All OEM performance documentation must be provided to the Government prior to implementation of any solution. The Contractor must work with the Government to identify any performance issues and provide troubleshooting services until a resolution is implemented. If the

Contractor provided solution is not meeting the manufacturer’s documented performance capabilities and performance thresholds defined in Appendix 11, the Contractor shall provide an acceptable solution at no additional cost to the Government within 30 calendar days after the Government’s determination that the Contractor’s solution is not meeting the performance requirements.

6.5.2 Subtask 5.2 - Remote Diagnostics. The Contractor shall provide centrally managed remote diagnostics and reporting capabilities that support all hardware and software required for the Contractor solution to operate.

6.5.2.1 Subtask 5.2.1 – Remote Diagnostics Requirements. Reporting shall include hardware utilization, performance monitoring, and error diagnostics of installed hardware components as listed in PWS Section 6.4.1.

The Contractor must provide a methodology/process for the Government to access OEM technical support for the operating systems being utilized. Permanent recorded system errors shall be immediately reported to remote service center(s) including hardware, software and any other components required to make the Contractor solution operable.

Contractor must provide written confirmation that reports and remote diagnostics for applicable equipment exist within 30 calendar days after the date of the contract award. All unclassified hardware provided by the Contractor as part of the storage solution shall have built-in diagnostics with “phone home” type capabilities using HTTPS, SFTP, or Secure Shell (SSH) protocols. Verbal contact between the local maintenance technician and an off-site service technician is not acceptable for remote diagnostics. There shall be a diagnostic system that will be used by the remote service technician.

6.5.3 Subtask 5.3 - Hardware Maintenance. The Contractor shall provide all Preventive Maintenance, Predictive

Maintenance, and OEM Remedial Maintenance on all hardware operating as part of the solution. The solution shall include the Contractor’s ability to schedule and perform maintenance with no disruption to production operating environment.

6.5.3.1 Subtask 5.3.1 - Maintenance Requirements. The day-to-day operational management of the hardware will not require Contractor intervention. All software components shall be capable of remote management from within the Government network and are compatible with the current Government dedicated management network. All maintenance requirements shall be included in the utility pricing schedule.

6.5.4 Subtask 5.4 - Maintenance Repair and Response. Response and repair times for CONUS shall be two-hour response/four hour repair and OCONUS shall be four-hour response/eight hour repair. The Contractor must provide

24x7x365 problem escalation/resolution for hardware and software required for the Contractor solution to fully operate. The Contractor shall provide a help desk located in the U.S., staffed with U.S. citizens and provide Points of Contact (POCs), phone numbers, and an escalation chart for problem resolution.

6.5.4.1 Subtask 5.4.1 - Escalation. The response and repair time begins when the Contractor’s help desk provides the incident ticket number to the Government. The Contractor’s help desk shall provide an incident ticket number within 30 minutes of notification/request from the Government. These response and repair times do not change the availability requirements identified in PWS Section 6.5.1, but represent the requirements to repair hardware

Page 10 of 57 Pages components which may be causing a system or system components to fail or to operate in a degraded state. The

Contractor must resolve failures of redundant system components which may not impact the system availability, but do create performance issues or introduce single points of failure into the storage solution.

The Contractor shall provide a multi-level escalation solution that includes OEM involvement and Contractor senior leadership that will be available during incident and problem resolution when an incident/problem extends unresolved beyond the prescribed response and repair times. The Contractor must provide management-level escalation procedures to resolve any problems that may have an adverse impact on the operation of the Contractor provided services. The escalation system must address all of the following levels:

Level 1 - Subsystem is down, loss of access to any data.

Level 2 - Subsystem is functional with access to all data but loss of other critical functionality is impacting the Government.

Level 3 - Subsystem is functional with some component(s) offline or reconfigured and there is no business impact affecting the Government.

Level 4 - Subsystem is functional with the Government requesting educational information.

Deliverable(s): Provide a quarterly POC list for escalation of all issues as well as a list for all sub-vendors.

6.5.5 Subtask 5.5 - Predictive Maintenance. The Contractor shall monitor their equipment/component performance using remote diagnostics as defined in PWS Section 6.5.2 for the purpose of identifying if equipment is operating in accordance with (IAW) established specifications. All monitoring shall be completed internal to the

Government environment for SIPR and compartmentalized enclaves. This includes hardware, software, and any other components required to operate the Contractor’s solution. Upon determining that hardware or a hardware component is about to fail or is operating outside the OEM specifications, the Contractor must schedule and perform a repair even when or if no call for remedial maintenance has been initiated by the Government Command and

Control (C2) Cell or shift supervisor. The Contractor must call the C2 Cell to inform them they are coming on-site for predictive maintenance and request a Form 7 be generated and coordinated with the physical site.

6.5.6 Subtask 5.6 - Remedial Maintenance. For the unclassified storage environments, remedial maintenance shall primarily be based on phone-home capabilities. The Contractor shall initiate maintenance procedures which include the Government Form 7 using the procedures that will be provided after the contract award. Calls may be initiated by the Government to the Contractor’s toll-free help desk service. The Contractor must respond and repair, and/or obtain required OEM engagement. The Contractor must perform remedial maintenance within the response and repair times required to meet the availability minimum requirements identified in PWS Section 6.5.1. This includes hardware, operating system software, and any other software required for the Contractor’s solution to operate. The

Contractor shall provide a monthly report of all remedial maintenance actions within five business days after the previous month ends.

Deliverable(s): Provide a monthly report of all remedial maintenance actions.

6.5.7 Subtask 5.7 - Preventive Maintenance. Preventive Maintenance shall be scheduled with the Government C2

Cell, local Government site, and the Contractor. No data servicing components of solutions provided in PWS

Section 6.1.1 can be taken offline during preventive maintenance. The C2 Cell may determine that the preventive maintenance action requires coordination with the customer base of the affected system. In this scenario, the C2

Cell will schedule an Authorized Service Activity (ASA)/Authorized Service Interruption (ASI) and coordinate the date and time with the affected customers and the Contractor. The Contractor shall begin preventive maintenance

IAW the approved schedule within 90 calendar days after the date of the contract award. Preventive maintenance shall be scheduled outside of the normal business hours (0600-1800 local time). The Contractor must submit the preventive maintenance schedule for their equipment in writing to the Contracting Officer (KO) within 90 calendar days after the date of the contract award. The preventive maintenance schedule will be modified if or when needed at no cost to the Government by mutual agreement of both the Contractor and the Government. The Contractor’s proposed preventive maintenance schedule shall not be less than the preventive maintenance recommended by the

OEM and at a minimum shall include following information:

Nomenclature of hardware item

Page 11 of 57 Pages

Model

Serial Number

Remote diagnostics and reporting capabilities

Frequency and duration of preventive maintenance and type of service to be performed

Deliverable(s): Provide a schedule for preventive maintenance for all solutions within 90 calendar days after the date of the contract award.

6.5.7.1 Subtask 5.7.1 - Preventive Maintenance Malfunctions. If during the course of preventive maintenance an equipment malfunction is identified, the Contractor shall report the malfunction to the C2 Cell. The malfunction shall be corrected as Remedial Maintenance (Reference PWS Section 6.5.6) in compliance with maintaining the capacity availability requirements per orderable system as defined in PWS Section 6.5.1.

6.5.8 Subtask 5.8 - Root Cause Analysis/After Action Report. The Contractor shall provide a root cause analysis and after action report for all failures that occur on the Contractor provided solutions within five business days of all incidents resulting in a failure in the Contractor’s solution. The root cause analysis shall include the reason for the failure, lessons learned, corrective actions/mitigations, timeline to implement corrective actions/mitigations, and updated procedures.

Deliverable(s): Provide detailed root cause analysis and after action reports within five business days after any incident of hardware failure.

6.6 TASK 6 - Delivery, Installation and Configuration.

6.6.1 Subtask 6.1 - Delivery Timelines.

6.6.1.1 Subtask 6.1.1 - Delivery, Installation and RFU. All delivery, installation, and RFU of the Contractor’s solutions shall occur within 30 calendar days for CONUS and 45 calendar days for OCONUS after the date of the acceptance of the call order by the Contractor.

6.6.1.2 Subtask 6.1.2 - Capacity Expansion. Capacity expansion shall occur within ten calendar days after the date of the acceptance of the call order by the Contractor for both CONUS and OCONUS locations. Capacity expansion includes adding capacity/functionality to any existing serial number asset already installed.

6.6.1.3 Subtask 6.1.3 - Capacity Enablement. Capacity enablement shall occur within three calendar days after the date of the acceptance of the call order by the Contractor for both CONUS and OCONUS locations. Capacity enablement includes activation of capacity/functionality that is already installed within an existing serial number asset and only requires activation.

6.6.1.4 Subtask 6.1.4 - Equipment Report. Before the delivery of any new hardware for the Contractor’s solution, the Contractor shall send a report that includes make, model and serial number to the Installation mail group (to be provided by the Government after the contract award). This information enables the Government to prepare for equipment receipt at the Government locations. The Contractor must provide the report no less than five calendar days prior to the equipment delivery.

Deliverable(s): Provide report of equipment information no less than five calendar days prior to equipment delivery.

6.6.2 Subtask 6.2 - Equipment Installation/Deinstallation. Equipment installation/deinstallation for hardware required for the Contractor’s solution shall be completed during normal business hours (0600-1800 local time),…