Attachment 17 Escalation Questionnaire.docx

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Combined Solicitation/Synopsis: HC108426R0004 - Managed and Scalable Storage Services for Enterprise Storage Solutions IV
Solicitation number
HC108426R0004
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This is an Escalation Questionnaire template designed to collect offeror responses regarding maintenance and support escalation procedures for a managed storage services contract. The questionnaire requires detailed information about response times and logistics capabilities across both Continental United States (CONUS) and Outside Continental United States (OCONUS) locations in support of the Defense Information Systems Agency's Enterprise Storage Solutions IV initiative (Solicitation HC108426R0004).

Offerors must provide specific timeframes and operational details including: distances from government data centers to parts warehouses and customer engineer travel distances; parts availability and response times from primary and secondary warehouse locations; whether parts will be dedicated to the contract; first contact response times for escalation levels 1 and 2; escalation manager response times; original equipment manufacturer (OEM) response times at various escalation levels; and notification procedures when maintenance response and repair actions exceed Performance Work Statement requirements. This information will not be evaluated during proposal assessment but will be incorporated into the final contract award, ensuring the government has documented service level expectations and support logistics prior to contract execution.

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Other files

File Type Posted
HC108426R0004 Conformed Copy ESS IV.pdf PDF
Attachment 4 ESS IV Offeror Technical Specifications.xlsx XLSX spreadsheet
Attachment 10 DISA Subcontracting Plan Checklist.docx DOCX document
Attachment 5 ESS IV Price Model.xlsx XLSX spreadsheet
Attachment 16 Question and Answer Document.xlsx XLSX spreadsheet
Appendix 12 - PWS Technical Requirements.xlsx XLSX spreadsheet
Attachment 6 Quality Assurance Surveillance Plan.docx DOCX document
HC108426R0004 Amendment 0004 ESS IV.pdf PDF
Appendix 12 - PWS Technical Requirements.xlsx XLSX spreadsheet
Attachment 4 ESS IV Offeror Technical Specifications.xlsx XLSX spreadsheet
Attachment 8 Performance Work Statement.docx DOCX document
Attachment 15 CDRLS.pdf PDF
Appendix 9 - EPL Worksheet.xlsx XLSX spreadsheet
HC108426R0004 Amendment 0003 ESS IV.pdf PDF
HC108426R0004 Conformed Copy ESS IV.pdf PDF
Attachment 1 Sample Task Orders.docx DOCX document
Attachment 5 ESS IV Price Model.xlsx XLSX spreadsheet
Attachment 7 Small Business Participation Plan Template.docx DOCX document
Attachment 16 Question and Answer Document.xlsx XLSX spreadsheet
HC108426R0004 Amendment 0002 ESS IV.pdf PDF
HC108426R0004 Conformed Copy ESS IV.pdf PDF
HC108426R0004 Conformed Copy ESS IV.pdf PDF
HC108426R0004 Amendment 0001 ESS IV.pdf PDF
Attachment 16 Question and Answer Document.docx DOCX document
Attachment 1 Sample Task Orders.docx DOCX document
Attachment 3 ESS IV Sample Cert Ltr.docx DOCX document
Attachment 4 ESS IV Offeror Technical Specifications.xlsx XLSX spreadsheet
Attachment 5 ESS IV Price Model.xlsx XLSX spreadsheet
Attachment 8 Performance Work Statement.docx DOCX document
Attachment 10 DISA Subcontracting Plan Checklist.docx DOCX document
Attachment 13 Question and Answer Template.docx DOCX document
Attachment 14 Government Furnished Property.xlsx XLSX spreadsheet
Appendix 12 - PWS Technical Requirements.xlsx XLSX spreadsheet
Attachment 2 ESS IV Self-Certification Checklist.xlsx XLSX spreadsheet
Attachment 6 Quality Assurance Surveillance Plan.docx DOCX document
Attachment 9 SOFA Contract Clauses.docx DOCX document
Attachment 11 Mission-Essential Contractor Services.pdf PDF
Attachment 12 DD Form 254.pdf PDF
Attachment 15 CDRLS.pdf PDF
Appendix 8 - DISA NDA.docx DOCX document
Appendix 9 - EPL Worksheet.xlsx XLSX spreadsheet
HC108426R0004 ESS IV.pdf PDF
Attachment 7 Small Business Participation Plan Template.docx DOCX document
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Attachment 17, Escalation Questionnaire

Instructions: Complete the following questions detailing how the solution meets the requirements of Performance Work Statement (PWS) Sections 6.5.4; 6.5.4.1. The information provided will not be evaluated but will be incorporated into the contract award. Detail the exact timeframes your solution requires for each step of the escalation and response processes.

Escalation and Response
Offeror Response
Continental United States (CONUS)
Outside Continental United States (OCONUS)

What is the distance (in miles) from each government data center to the closest parts warehouse?

What is the response time for obtaining parts from the closest parts warehouse?

If parts are not available at the closest warehouse, what is the next closest location from each government data center?

If parts are not available at the closest warehouse, what is the response time for obtaining parts from the next closest location?

What is the distance (in miles) for each Customer Engineer to travel to each government data center?

Will parts be dedicated to this contract for common failures? (Yes/No)

First contact response time (Escalation Level 1 and 2)

Escalation manager response time (Escalation Level 1 and 2)

Original Equipment Manufacturer (OEM) response time (Escalation Level 1 and 2)

OEM escalation manager response time (Escalation Level 1)

OEM engineering/Tier III support response time (Escalation Level 1)

If maintenance response and repair actions exceed the PWS requirements, at what point will the government Program Manager be notified?

File details come from the government source that posted it. Updated .