HC108418R0010_Amendment_0003_Final.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

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

A. Section J, List of Documents, Exhibits and Other Attachments. Several updates w ere made to Attachment C-1 PWS, all revisions are highlighted in yellow .

B. Section L, Instructions to Offerors. Changes w ere made to Attachment L-1 header, subsection L.4.2.3 and L.4.2.4. All revisions are highlighted in yellow .

C. Section L, Instructions to Offerors. Revisions has been made to Attachment L-2 Questions & Answ ers Template header and responses from the Government to Contractor questions 32 - 34 w ere added. All revisions are highlighted in yellow .

D. Section M, Evaluation Factors for Aw ard. Revisions have been made to Attachment M-1 header, subsection M.2.0, and M.2.1.1. All revisions are highlighted in yellow .

E. As a result of these updates the proposal due date has been extended until 10:00AM CT March 4, 2019.

1. CONTRACT ID CODE PAGE OF PAGES

S 1 3

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

16C. DATE SIGNED

BY 19-Feb-2019

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 HC108418R0010

X 9B. DATED (SEE ITEM 11)

02-Jan-2019

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 X is extended, 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

19-Feb-2019

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:

HC108418R0010

SECTION SF 30 BLOCK 14 CONTINUATION PAGE

SUMMARY OF CHANGES

SECTION A - SOLICITATION/CONTRACT FORM

The required response date/time has changed from 21-Feb-2019 10:00 AM to 04-Mar-2019 10:00 AM.

SECTION J - LIST OF DOCUMENTS, EXHIBITS AND OTHER ATTACHMENTS

The following have been modified:

LIST OF EXHIBITS/ATTACHMENTS

EXHIBITS /

ATTACHMENTS

DESCRIPTION

Exhibit B-1 IPCS-SC Cost Model – Revised February 8, 2019 Attachment C-1 Performance Work Statement (PWS) - Revised February 14, 2019

• Appendix One Server Chipset Definitions

• Appendix Two Enterprise Management Products for Servers

• Appendix Three Technical Assistance and Consulting Support

• Appendix Four Facilities Rack and Power Details

• Appendix Five Call Order Activity Summary Sample (See

Attachment C-1.5)

• Appendix Six ADPE Maintenance Records/DISA Form 7

Instructions

• Appendix Seven

Attachment C-1.5 Appendix Five Call Order Activity Summary Sample Attachment C-2 Quality Assurance Surveillance Plan (QASP)

• Appendix One - Surveillance Matrix

• Appendix Two - Performance Assessment Report

• Appendix Three - Customer Complaint Record

• Appendix Four - Corrective Action Report

Attachment C-3 DD Form 254 – Contract Security Classification Specification Attachment L-1 Section L-Instructions, Conditions, and Notices to Offerors or

Respondents - Revised February 14, 2019 Attachment L-2 Question & Answer Template – Revised February 14, 2019 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 Subcontracting Plan Review Checklist Attachment M-1 Section M - Evaluation Factors For Award - Revised February 13, 2019 Attachment M-2 Offeror Technical Specifications

(End of Summary of Changes)

IPCS-SC PWS

Attachment C-1 Revised February 14, 2019 Amendment 0003

Page 1 of 51 Pages

5PERFORMANCE WORK STATEMENT (PWS)

Integrated Processor Capacity Services – SPARC Compatible (IPCS-SC) as of February 14, 2019

Contract Number: (completed by the KO at time of contract or TO award) Task Order Number: (completed by the KO at time of TO award or N/A) Contractor Name (completed by the KO at time of contract or TO award) Tracking Number: (completed by the KO when complete package is received) Follow-on to Previous Contract and Task Order Number:

(If this is a follow-on order, insert the contract number and the TO number to which it is a follow-on. If this is not for a fol-low-on order, state “Not Applicable”)

1.0 Contracting Officer Representative (COR).

a. Primary COR. See Clause G1

Name: TBD Organization: TBD Department of Defense Activity Address Code (DODAAC): H98272

Address: 1 Overcash Ave., Bldg 12, Chambersburg, PA 17201 Phone Number: TBD Fax Number: TBD E-Mail Address: TBD

b. Alternate COR. See Clause G1

Name: TBD Organization: TBD

DODAAC: H98272

Address: 1 Overcash Ave., Bldg 12, Chambersburg, PA 17201 Phone Number: TBD Fax Number: TBD E-Mail Address: TBD

2.0 Contract Title. Defense Information Systems Agency (DISA), Operations Center (OC) Integrated Processor Capacity Services – SPARC Compatible (IPCS-SC).

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.

Page 2 of 51 Pages

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 other DISA or DISA approved locations where DISA may acquire an oper-ational responsibility. This effort provides integrated solution services for processing environments that require in-tegrated solutions. The integrated solution goes beyond compatibility of hardware, software and services as required in predecessor Processor Capacity Services contracts. The integration in IPCS-SC must provide a tightly coupled approach to integrate that include compute, storage, networking, and software as a single solution and in some cases include additional requirements for SAP certification of the required solution. DISA's goal is to obtain a dynami-cally scalable processing capability utilizing an on-demand service approach, for new integrated solutions, 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.

The Contractor shall provide the following services for all operating systems software and virtualization/hypervisor infrastructure necessary to support the integrated solution infrastructure service for this contract: (1) delivery; (2) installation/de-installation; (3) configuration; and (4) maintenance. The Government is responsible for the day-to-day operational control of the customer-operating environment where the integrated processor capacity equipment will reside. Vendor responsibilities are defined in appendix 8. Hardware, all operating system software, mainte-nance, and licensing shall be included under utility pricing for this contract.

5.0 Scope. The Contractor shall provide (1) delivery; (2) installation/de-installation; (3) configuration; and (4) maintenance the solution infrastructure in concert with the Government, at any of the current DISA computing facil-ities or future DISA computing facilities in the continental US (CONUS) and other DISA or DISA-approved loca-tions 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 SPARC-compatible based Integrated Solutions that include compute, storage, networking and software as a single solution.

5.1.2 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.

5.1.3 At time of proposal, the hardware/chipsets identified in section 5.1.1 is the only system in use by DISA. This does not limit the possibility of adding additional Integrated Solutions based on other chipsets.

5.2 Unclassified and Classified Environments. All locations may require an independent Non-classified Internet Protocol Router (NIPR) and Secure Internet Protocol Router (SIPR) environment. Where required under this con-tract, the Contractor shall provide engineering and maintenance support personnel with the appropriate clearance for DISA’s classified and unclassified environments. (See para 13 for individual personnel security requirements). The Contractor shall deploy separate equipment for classified and unclassified environments and will provide all assets needed for the solution infrastructure regardless of environment (classified or unclassified).

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-cluding but not limited to:

5.4.1 CONUS locations:

o Columbus, OH o Fort Meade, MD o Mechanicsburg, PA o Montgomery, AL

Page 3 of 51 Pages o Ogden, UT o Oklahoma City, OK o San Antonio, TX o St. Louis, MO

5.4.2 Future locations. The Contractor shall have the ability to support DISA or DISA-approved locations 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 assist with obtaining exemptions from local taxes, value-added taxes, excise taxes, and/or other taxes or tariffs incurred in the performance of this contract, however, the Government makes no guarantees that the Contrac-tor will be exempted. Taxes will be treated in accordance with FAR 52.212-4 and FAR 52.229-3.

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 shall 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 shall provide infrastructure required to support flexible resource utilization, faster application deployment through software-driven automation and templates.

5.7 Storage. The Contractor shall ensure all infrastructure components provided with the solution for IPCS-SC are compatible with and operate seamlessly with DISA's processor, communication and storage infrastructure. The stor-age services solution should provide the ability to support high I/O transactions required by databases, big data ana-lytics, machine-generated data and virtualization.

5.7.1 The Contractor shall provide all ancillary hardware and/or software for the required services to ensure the stor-age devices are fully functional. All ancillary hardware and/or software to be included in any storage device service solution shall be included in utility pricing. The Contractor shall update equipment as ancillary hardware and/or soft-ware technology advances at no additional cost to the Government. The Government will make the final determina-tion 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 unit costs proposed SHALL BE the unit costs 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.

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

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

6.1.1.1.1 Contractor shall provide a comprehensive and complete SPARC-compatible Integrated Solutions that ena-ble highly scalable, flexible, dense and secure processing environment. The solution shall provide:

6.1.1.1.2 SPARC-compatible compute, storage, networking and software as an integrated scalable solution

Page 4 of 51 Pages

6.1.1.1.3 Provide and support SPARC-compatible Solaris operating systems for physical and virtual operating envi-ronments

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

6.1.1.1.5 Solutions to support physical and virtual operating environment requirements

6.1.1.1.6 Solution to provide automated delivery of scalable physical and virtual processing environments

6.1.1.1.7 Condense network connections and reduce network latency

6.1.1.1.8 Hardware and Software solution to provide capacity usage, capacity optimization and capacity forecasting analysis capabilities

6.1.1.1.9 Consolidate SPARC-compatible servers in a dense, highly automated and standardized platform

6.1.1.1.10 SAP certification for specific solution requirements

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

6.1.1.1.12 Hardware and Software capability to migrate from existing operating environment to the contractor’s pro-posed solution

6.1.1.2 Emerging Technologies not yet defined

6.1.1.2.1 Contractor shall provide a mechanism that enables mutual collaboration between the contractor and the Government for defining, designing and deploying emerging technology services. The contractor shall be responsi-ble for introducing technologies not yet defined at contract award, but may become relevant during the life of con-tract. The Contractor shall provide periodic (not less than quarterly) technology updates on emerging technologies for integrated solutions capabilities, as well as a plan for technical evaluations and potential impact to current inte-grated solution implementations within DISA.

6.1.1.3 Provisioning Management Infrastructure. The Contractor shall 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 shall be subject to Risk Management Framework (RMF) accreditation processes as well as relevant DISA STIG and security policies. RMF accreditation shall be ini-tiated before the first order can be placed under this contract. The Contractor is responsible for securing their pro-vided Provisioning Management Infrastructure to DoD standards and for providing all documentation necessary for RMF accreditation.

6.1.2 Subtask 1.2 – Operating System (OS) Requirements. For each Operating System provisioned, the Contrac-tor shall provide the most current version of that operating system as part of the service solution. In addition, the Contractor’s solution shall support two previous versions, if having not reached end of life by the OEM. The Gov-ernment defines the most current version as N and the two proceeding versions as minus two (-2). The Government will define the N, N-1 and N-2 versions (supportable by the OEM). Any software licenses required for the operating systems shall include 24x7x365 support.

6.1.3 Subtask 1.3 – Original Equipment Manufacturer (OEM) Technical Support. The Contractor shall pro-vide a methodology/process for the Government to access OEM technical support (including hypervisor) for the op-erating systems being utilized. Maximum use of OEM commercial documentation shall be used (e.g., operator in-structions, maintenance manuals, trainer publications.) to support the Contractor’s service solution.

6.1.4 Subtask 1.4 – Virtual Environments. Provide solution for SPARC Compatible hypervisor to support robust, scalable virtualization for SPARC-based operating environment.

6.1.4.1 Virtualization for SPARC Compatible environments will be accomplished using native virtual capabilities for Solaris. For native virtual capabilities, Contractor shall provide comparable Solaris OEM virtualization manage-ment tools and infrastructure for management and Government provisioning of virtual operating environments.

6.1.4.2 The Government is responsible for the day-to-day operational control of the customer operating systems and customer application-processing environment where the integrated processor capacity equipment will reside. Ven-dor responsibilities are defined in appendix 8. Hardware, all operating system software, maintenance, and licensing shall be included under utility pricing for this contract.

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While a single hypervisor approach is desirable, the Contractor may provide a solution that is the best technical ap-proach to satisfy the hypervisor requirement.

The Contractor shall provide the following services for all operating systems software and virtualization/hypervisor infrastructure necessary to support the integrated solution infrastructure service for this contract: (1) delivery; (2) installation/de-installation; (3) configuration; and (4) maintenance. The Government is responsible for the day-to-day operational control of the customer-operating environment where the integrated processor capacity equipment will reside. Vendor responsibilities are defined in appendix 8. Hardware, all operating system software, mainte-nance, and licensing shall be included under utility pricing for this contract.

6.1.4.3 The intent of the Government is to operate unlimited virtual environments. The Contractor shall provide vir-tual OE licensing for Solaris, Hypervisor solution (if applicable) and the Infrastructure Switching components re-quired by the vendor's solution (if applicable).

6.1.4.4 All operating environments, whether physical or virtual, shall provide connectivity for a minimum of four network connections supporting Ethernet traffic. Two network 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 redundant out of band (OOB) / enterprise backup network (EBN) connectiv-ity. Due to this requirement, the four communications network connections shall be distributed across 4 separate physical communication switches (2 OOB/EBN and 2 Production). All communications switch equipment shall be able to support the use of Virtual Local Area Networks (VLANs), as well as any other standard technologies and protocols. The solution shall also integrate into existing processing infrastructure with minimal disruption or recon-figuration of the Government’s existing infrastructure. All components shall be compatible with the Government’s network switching infrastructure. The current DISA network environment is identified in Appendix 7, Network De-tail; however, this environment is subject to change and the Contractor shall ensure its solution meets Appendix 7 as updated.

6.1.4.5 All operating environments, whether physical or virtual, shall provide redundant connections for fiber stor-age connectivity. Fiber connectivity should support a minimum of 16 GB capabilities. The solution shall also inte-grate into existing processing infrastructure with minimal disruption or reconfiguration of the Government’s existing processing infrastructure.

6.1.5 Subtask 1.5 - Software. For all software provided in the Contractor’s service solution, including operating system software, hypervisor solution, as well as, any other software required for the Contractor solution to operate, the Contractor is responsible to ensure they monitor and have documentation that confirms software licenses and annual/current support/maintenance levels. In the event of an audit, the Contractor shall 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. Personnel shall have access to Secret Classified Information through SIPRNet

Where required under this contract, the Contractor shall maintain Performance/Availability standards on all hard-ware, operating system software, as well as, any other software required for the Contractor’s solution to operate. The Contractor shall provide engineering and maintenance support personnel with the appropriate clearance for DISA’s classified and unclassified environments. SIPR access is required for all personnel that will be supporting current and future customer workloads that reside on the SECRET/SIPR network.

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 does not cause disruption to the production operating environment and 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 Exception (see definition above).

• Standard: Satisfactory = 99.95%

• Contractor Responsibility: Maintain provided solution, operating system software, and related operating equip-ment in operating condition at a level to meet 99.95% availability.

Performance Measure 2 (High Availability): 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 does not cause disruption to the production operating environment and 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 and related operating equip-ment in operating condition at a level to meet 99.999% availability.

Deliverable: Provide monthly downtime report on all ordered systems.

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 tiered escalation process for response time after being notified by the Government 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 shall be identified to a level of response based on Government need. All maintenance requirements are included in the “util-ity” 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.

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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 shall provide meth-odology 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 shall schedule and perform maintenance with no disruption to the production operating environment. The Contractor’s solution shall be managed by the Contractor.

Day to day operations management of the Operating Environments does not require Contractor intervention. Soft-ware components are capable of remote management and compatible with current DISA dedicated management net-work. All maintenance requirements shall be included in the “utility” pricing.

6.2.5.1 Maintenance Repair and Response Time.

6.2.5.1.1 Provide processing capacity that delivers 99.95% availability per orderable system with options to deliver up to 99.999 % availability per orderable system.

6.2.5.1.2 Response and repair times for CONUS shall be 2 hour response/4 hour repair, unless otherwise agreed to by DISA.

6.2.5.1.3 The time for responses shall begin when the Contractor is notified and shall end when the Contractor makes contact with DISA.

6.2.5.1.4 The time for repairs shall be measured beginning when the Contractor is notified and shall end when the repair is completed and the equipment is available for use in its original state prior to the outage.

6.2.5.1.5 Contractor response times do not change the availability requirements, but represent requirements to repair components which might be causing a degraded state.

6.2.5.1.6 Contractor shall address solution failures of redundant components which might not impact system availa-bility 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 6.2.4 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 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.

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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 may 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.

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.

6.2.5.4.2 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 contractor’s re-mote 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. Remote diagnostics will not be required for SIPR environments. The Contractor shall provide written confirmation that reports and remote diagnostics support for applicable equipment exist within 30 calendar days after contract performance 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 shall 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 shall acquire, install/de-install, transport, provide the nec-essary 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 solution infrastructure associated with the contract. The Contractor may be required to install hardware in DISA and/or Mission Partner owned racks that meet the specifications defined in Appendix 4.

6.2.6.1 Subtask 2.6.1 Delivery of equipment shall occur within 45 calendar days of the validation 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 shall occur within 30 calendar days of the validation 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, before delivery, and/or when logisti-cally possible, the Contractor shall send a report containing equipment information to include serial numbers, world-wide 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 delivery.

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

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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 shall plan to work after hours, weekends, and or holidays for delivery/installation/upgrade/uninstalls of new or updated orders.

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 shall 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, storage, and network interfaces (i.e. net-work interface cards (NIC), etc.). Provide processing capacity service that does not adversely impact existing pro-duction 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 shall 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 shall include 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 sustain-ment of provisioned infrastructure.

6.3.3 Subtask 3.3 - Provide processing capacity services that is priced on a utility (as used) basis and sized as de-fined in Appendix 1.

6.3.4 Subtask 3.4 - Provide processing capacity services for unclassified and SECRET workloads. This shall 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 using the “No Cost Move” SLIN. Move-ment is defined as the movement of equipment within the same DISA site. There will be a “Relocation Services” SLIN to support relocation of equipment to another DISA site. Once an item of hardware has been moved one time, any subsequent moves are billable via a call order also using the “Relocation Services” SLIN (See PWS Sections

6.18.1 and 6.18.2).

6.3.6 Subtask 3.6 - Capacity service requirements can be cancelled at any time at no additional cost to the Govern-ment beyond payment obligations contained in PWS ¶ 9.4.1.1 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 be compatible with the existing DISA infrastructure and network.

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

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6.4.1 Subtask 4.1 – The Contractor shall provide training/familiarization to DISA System Administrators for pro-vided infrastructure; all training requirements shall 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 shall be provided as part of the total managed service. To minimize risk, a Contractor-facili-tated plan for training Government personnel on new technologies shall be required.

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 2.

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 should provide local redundancy (ex. Onboard Administrator).

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 shall 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.

All communications switch equipment shall be able to support the use of Virtual Local Area Networks VLANs, as well as any other standard technologies and protocols.

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 shall 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 shall 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 shall be tested, coordinated, and documented with the Government to ensure all images are enterprise compatible.

The Contractor manages the OS software repository. This repository shall be available to the Government to exe-cute 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.

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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.

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

6.6 Task 6 - RESERVED (To preserve numbering).

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 six months to obtain the rest of the qualifications for their position outlined in DoD 8570.01 M Information Assurance Workforce Improve-ment Program Table AP3.T1 Summary of IA Workforce Requirements. Additional training on local or system pro-cedures may be provided by the DoD organization receiving services. Certification reporting shall occur semi-annu-ally.

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 and are identified, documented, and tracked.

Deliverable/s: Semi-annual IA certification reporting. (Semi-annual based on rate of employee turnover in IT field and new technologies emerging)

6.7.2 Subtask 7.2 – All provided hardware and…