HQ0034-15-R-0081_Microsoft_Premier_Support.pdf

SEE ADDENDUM

(No Collect Calls)

HQ0034-15-R-0081 04-May-2015

b. TELEPHONE NUMBER

703-545-3045

8. OFFER DUE DATE/LOCAL TIME

11:00 AM 13 May 2015

5. SOLICITATION NUMBER 6. SOLICITATION ISSUE DATE

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

STANDARD FORM 1449 (REV. 2/2012)

Prescribed by GSA – FAR (48 CFR) 53.212

(TYPE OR PRINT)

(SIGNATURE OF CONTRACTING OFFICER)

ADDENDA ARE

26. TOTAL AWARD AMOUNT (For Govt. Use Only)

23.

CODE 10. THIS ACQUISITION IS

SUCH ADDRESS IN OFFER

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT

BELOW IS CHECKED

TELEPHONE

NO.

HQ00349. ISSUED BY

18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a. UNLESS BLOCK

7. FOR SOLICITATION

INFORMATION CALL:

a. NAME

ERIC DARBY

2. CONTRACT NO. 3. AWARD/EFFECTIVE DATE 4. ORDER NUMBER

(TYPE OR PRINT)

30b. NAME AND TITLE OF SIGNER 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a.UNITED STATES OF

AMERICA

0 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1. 52.212-4. FAR 52.212-3. 52.212-5 ARE ATTACHED.

25. ACCOUNTING AND APPROPRIATION DATA

1. REQUISITION NUMBER

20.

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS

SPECIFIED.

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, AND 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

HQ000250040387000

ARE NOT ATTACHED

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA ARE ARE NOT ATTACHED

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

SET FORTH HEREIN, IS ACCEPTED AS TO ITEMS:

. YOUR OFFER ON SOLICITATION

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN

% FOR:SET ASIDE:UNRESTRICTED ORX

SMALL BUSINESS WOMEN-OWNED

SMALL BUSINESS

(WOSB)

17a.CONTRACTOR/ CODE FACILITY

OFFEROR CODE

WHS - ACQUISITION DIRECTORATE

1225 SOUTH CLARK ST., SUITE 200

ARLINGTON VA 22202-3909

18a. PAYMENT WILL BE MADE BY CODE

RATED ORDER UNDER

DPAS (15 CFR 700)

13a. THIS CONTRACT IS A

13b. RATING

CODE15. DELIVER TO CODE HQ0002 16. ADMINISTERED BY

12. DISCOUNT TERMS11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

14. METHOD OF SOLICITATION

RFQ IFB RFPX

OSD CIO/WHS EITSD

SANDRA BOND

5775 GENERAL WASHINGTON DRIVE FKA: WHS ITMD W

OW WHS EITSD

ALEXANDRIA VA

TEL: 703-695-2799 FAX:

FAX:

TEL: SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

8(A)

HUBZONE

SMALL BUSINESS

ECONOMICALLY

DISADVANTAGED

WOMEN-OWNED SMALL

BUSINESS (EDWOSB)

SIZE STANDARD:

25.5

NAICS:

541519

X

OFFER DATED

29. AWARD OF CONTRACT: REF.

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

EMAIL:

TEL:

31c. DATE SIGNED

SEE SCHEDULE

SCHEDULE OF SUPPLIES/ SERVICESITEM NO. QUANTITY UNIT UNIT PRICE AMOUNT

24.22.21.19.

32g. E-MAIL OF AUTHORIZED GOVERNMENT REPRESENTATIVE

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL

ITEMS (CONTINUED)

PAGE 2 OF72

ACCEPTED, AND CONFORMS TO THE CONTRACT, EXCEPT AS NOTED:

32a. QUANTITY IN COLUMN 21 HAS BEEN

RECEIVED INSPECTED

32b. SIGNATURE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32c. DATE 32d. PRINTED NAME AND TITLE OF AUTHORIZED GOVERNMENT

REPRESENTATIVE

32e. MAILING ADDRESS OF AUTHORIZED GOVERNMENT REPRESENTATIVE 32f. TELEPHONE NUMBER OF AUTHORIZED GOVERNMENT REPRESENTATIVE

37. CHECK NUMBER

FINALPARTIALCOMPLETE

36. PAYMENT35. AMOUNT VERIFIED

CORRECT FOR

34. VOUCHER NUMBER

FINAL

33. SHIP NUMBER

PARTIAL

38. S/R ACCOUNT NUMBER 39. S/R VOUCHER NUMBER 40. PAID BY

41a. I CERTIFY THIS ACCOUNT IS CORRECT AND PROPER FOR PAYMENT 41b. SIGNATURE AND TITLE OF CERTIFYING OFFICER 41c. DATE

42a. RECEIVED BY (Print)

42b. RECEIVED AT (Location)

42c. DATE REC'D (YY/MM/DD) 42d. TOTAL CONTAINERS

STANDARD FORM 1449 (REV. 2/2012) BACK

Prescribed by GSA – FAR (48 CFR) 53.212

AUTHORIZED FOR LOCAL REPRODUCTION

PREVIOUS EDITION IS NOT USABLE

SEE SCHEDULE

20.

SCHEDULE OF SUPPLIES/ SERVICES

21.

QUANTITY UNIT

22. 23.

UNIT PRICE

24.

AMOUNT

19.

ITEM NO.

HQ0034-15-R-0081

Section B - Supplies or Services and Prices

ITEM NO SUPPLIES/SERVICES QUANTITY UNIT UNIT PRICE AMOUNT

0001 12 Months Support Account Management (SAM)

FFP

The contractor shall perform the reqiurements delineated in the Performance Work Statement (PWS) para 2.2.3 and 2.2.3.1.

PURCHASE REQUEST NUMBER: HQ000250040387000

NET AMT

0002 12 Months Engineer Support - Problem Resolution

FFP

The contractor shall perform the reqiurements delineated in the Performance Work Statement (PWS) para 2.2.4.

0003 12 Months Engineering Support Asst

FFP

Statement (PWS) para 2.2.5 and 2.2.5.1.

0004 12 Months Engineering Support- US National Program

FFP

Statement (PWS) para 2.2.6 and 2.2.6.1

0005 12 Months Engineering Support- Information Service

FFP

Statement (PWS) para 2.2.7 and 2.2.7.1.

0006 12 Months Engineering Support- Designed Support

FFP

Statement (PWS) para 2.2.8 and 2.2.8.1.

0007 12 Months OPTION Optional ICE Application

FFP

Statement (PWS) para 2.3.3.

0008 12 Months OPTION Optional Application Modernization

FFP

Statement (PWS) para 2.3.4.

0009 12 Months OPTION Optional Enterprise Architecture

FFP

Statement (PWS) para 2.3.5.

0010 12 Months OPTION Optional Architecture Design

FFP

Statement (PWS) para 2.3.6.

Travel

COST

The contractor shall be reimbursed for actual allowable, allocable, and reasonable travel costs incurred during performance of this effort in accordance with the FAR 31.205-46 "Travel Costs". All travel shall be approved by the Contracting Officer Representative (COR) prior to travel and billed in accordance with the Joint Travel Regulations (JTR). This is estimated to be $40,000 for the period.

ESTIMATED COST

1001 12 Months OPTION Support Account Management (SAM)

FFP

1002 12 Months OPTION Engineer Support - Problem Resolution

FFP

1003 12 Months OPTION Engineering Support Asst

FFP

1004 12 Months OPTION Engineering Support- US National Program

FFP

1005 12 Months OPTION Engineering Support- Information Service

FFP

1006 12 Months OPTION Engineering Support- Designed Support

FFP

1007 12 Months OPTION Optional ICE Application

FFP

1008 12 Months OPTION Optional Application Modernization

FFP

1009 12 Months OPTION Optional Enterprise Architecture

FFP

1010 12 Months OPTION Optional Architecture Design

FFP

OPTION Travel

COST

The contractor shall be reimbursed for actual allowable, allocable, and reasonable travel costs incurred during performance of this effort in accordance with the FAR 31.205-46 "Travel Costs". All travel shall be approved by the Contracting Officer

2001 12 Months OPTION Support Account Management (SAM)

FFP

2002 12 Months OPTION Engineer Support - Problem Resolution

FFP

2003 12 Months OPTION Engineering Support Asst

FFP

2004 12 Months OPTION Engineering Support- US National Program

FFP

2005 12 Months OPTION Engineering Support- Information Service

FFP

2006 12 Months OPTION Engineering Support- Designed Support

FFP

2007 12 Months OPTION Optional ICE Application

FFP

2008 12 Months OPTION Optional Application Modernization

FFP

2009 12 Months OPTION Optional Enterprise Architecture

FFP

2010 12 Months OPTION Optional Architecture Design

FFP

OPTION Travel

COST

The contractor shall be reimbursed for actual allowable, allocable, and reasonable travel costs incurred during performance of this effort in accordance with the FAR 31.205-46 "Travel Costs". All travel shall be approved by the Contracting Officer

3001 12 Months OPTION Support Account Management (SAM)

FFP

3002 12 Months OPTION Engineer Support - Problem Resolution

FFP

3003 12 Months OPTION Engineering Support Asst

FFP

3004 12 Months OPTION Engineering Support- US National Program

FFP

3005 12 Months OPTION Engineering Support- Information Service

FFP

3006 12 Months OPTION Engineering Support- Designed Support

FFP

3007 12 Months OPTION Optional ICE Application

FFP

3008 12 Months OPTION Optional Application Modernization

FFP

3009 12 Months OPTION Optional Enterprise Architecture

FFP

3010 12 Months OPTION Optional Architecture Design

FFP

OPTION Travel

COST

The contractor shall be reimbursed for actual allowable, allocable, and reasonable travel costs incurred during performance of this effort in accordance with the FAR 31.205-46 "Travel Costs". All travel shall be approved by the Contracting Officer

4001 6 Months OPTION Support Account Management (SAM)

FFP

4002 6 Months OPTION Engineer Support - Problem Resolution

FFP

4003 6 Months OPTION Engineering Support Asst

FFP

4004 6 Months OPTION Engineering Support- US National Program

FFP

4005 6 Months OPTION Engineering Support- Information Service

FFP

4006 6 Months OPTION Engineering Support- Designed Support

FFP

4007 6 Months OPTION Optional ICE Application

FFP

4008 6 Months OPTION Optional Application Modernization

FFP

4009 6 Months OPTION Optional Enterprise Architecture

FFP

4010 6 Months OPTION Optional Architecture Design

FFP

OPTION Travel

COST

The contractor shall be reimbursed for actual allowable, allocable, and reasonable travel costs incurred during performance of this effort in accordance with the FAR 31.205-46 "Travel Costs". All travel shall be approved by the Contracting Officer

Travel Regulations (JTR). This is estimated to be $20,000 for the period.

Section C - Descriptions and Specifications

PERFORMANCE WORK STATEMENT

PERFORMANCE WORK STATEMENT

(PWS)

ENTERPRISE INFORMATION TECHNOLOGY SERVICES DIRECTORATE

(EITSD)

MICROSOFT PREMIER SUPPORT (MPS) SERVICES

16 May 2015

1. General: This is a non-personnel services contract to provide Microsoft Premier Support (MPS).

The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.

1.1 Description of Services/Introduction: This contractor shall provide support by optimization and maintaining Microsoft planning, infrastructure and system operational, and operational risks which will enable the Office of the Secretary of Defense (OSD), Washington Headquarters Services (WHS), Pentagon Force Protection Agency (PFPA) and other DoD Components to achieve their functional missions and objectives in support of the Secretary of Defense.

1.2 Background: Enterprise Information Technology Services Directorate (EITSD) Director’s strategic planning activities, including internal and external communications, the internal management control program, and for providing leadership and support in a wide range of DoD and WHS information management/IT initiatives. Microsoft services offer guidance on a variety of issues from answers to basic "how-to" questions to best-practice discussions related to deployments, migrations, and operations in the EITSD IT environment.

1.3 Objectives: The contractor shall provide EITSD with fully integrated and comprehensive Microsoft Premier Support (MPS) Services for all equipment supporting the OSD networks and its mission. The contractor shall provide reliable automated information systems services and support to OSD according to the tasks listed below. The EITSD has identified minimum support requirements with optional requirements that shall be exercised as required. Microsoft will provide Microsoft Consulting Services (MCS) for gathering requirements, plans, architecture, design, development, testing, and employment of MS technologies throughout the EITSD network. MCS shall assist with implementation of MS solutions rapidly and with measureable results and will work with EITSD project teams to achieve the adoption, deployment, and use of MS solutions. The contractor t also will provide Premier Support Services (MPS) and Designated Support Engineering in Platform Technologies, Systems Management Technologies, Messaging Technologies and Problem Resolution.

1.4 Scope: The contractor shall provide highly trained "Microsoft Blue Badge Cardholder-support" services direct from Microsoft (MS) that require access rights to MS proprietary (closed-source) code, which is licensed under exclusive legal right of MS Corporation. The core requirements are for the contractor to provide Microsoft Consulting Services (MCS) software developers and product teams to leverage a variety of proprietary resources and source code and access to MS source code when applicable to support DoD’s mission.

1.4.1 EITSD utilizes a MS technology based infrastructure, with Microsoft Windows and Microsoft Office clients for the organization. To assist in the delivery of MS IT services supporting EITSD’s mission, the Operations Division requires Microsoft Consulting Services to support its entire enterprise technology requirements. The required services are MS consultant and engineering services to support the Agency’s IT transformation efforts which shall include integrating the comprehensive suite of MS products. The support shall focus on providing recommendation and improvements to accomplish the rapid scaling of the EITSD core services and future private cloud infrastructure.

EITSD core services include Enterprise Email (Microsoft Exchange, Active Directory, and Systems Center Suite), IdAM (Microsoft Forefront Identity Manager), Hyper-V Virtualization Services, Gateway Service (Forefront Threat Management Gateway and Unified Access Gateway), and SharePoint, web content and documentation management collaboration solution. Microsoft “blue badge” contractors have the capability of direct and rapid access to restricted MS internal websites, proprietary data, closed-source code and portals for current and future enterprise applications and technical support. Consulting shall also include modernizing and centralizing the suite of MS products and platforms to adapting enhanced enterprise concepts and leverage existing infrastructure more efficiently to move to this new Cloud model based EITSD delivery model as well as devising methodology to leverage and expand on existing MS product to improve capabilities to meet many of the IT challenges and initiatives associated with the new Cloud model.

1.5 General Information

1.5.1 Quality Control: The contractor shall develop and maintain an effective quality control program to ensure services are performed in accordance with this PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which the contractor assures that the services comply with the requirement of the contract. The contractor QCP is required within thirty (30) days after contract award, three copies of a comprehensive written QCP shall be submitted to the Contracting Officer (KO) and Contracting Officer Representative (COR) within five (5) working days when changes are made thereafter. After acceptance of the quality control plan the contractor shall request in writing of any proposed changes to the QC system.

1.5.2 Quality Assurance: The government shall evaluate the contractor’s performance under this contract in accordance with the Quality Assurance Surveillance Plan. This plan is primarily focused on what the Government must do to ensure that the contractor has performed in accordance with the performance standards. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable defect rate(s).

1.5.3 Operation and Response Time: The standard workweek is Monday through Friday, except on Federal holidays or when Government facilities are closed due to local or national emergencies, administrative closings, or similar Government-directed facility closings per the Office of Personnel Management (OPM): http://www.opm.gov/policy-data-oversight/snow-dismissal-procedures/current-status.

1.5.3.1 The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons.

http://www.opm.gov/policy-data-oversight/snow-dismissal-procedures/current-status/ http://www.opm.gov/policy-data-oversight/snow-dismissal-procedures/current-status/

1.5.3.2 During periods of crisis or during exercise operations the personnel may be required to adjust their work hours to accommodate heightened operations.

1.5.3.3 Federal Holidays: Unless otherwise directed by the Contracting Officer, the contractor is not required to provide services during on the following recognized federal holidays: New Year’s Day, Labor Day, Martin Luther King Jr.’s Birthday, Columbus Day, President’s Day, Veteran’s Day, Memorial Day, Thanksgiving Day, Independence Day, and Christmas Day.

1.5.3.4 Normal Working Hours (NWHs): Unless otherwise approved by the COR, the contractor shall perform on-site support services (in Government work spaces) during NWHs for the purposes of supporting customers and the infrastructure. NWHs are 6:00 am to 6:00 pm, Monday through Friday.

1.5.3.5 Extended Working Hours (EWHs): The contractor shall also be available to provide scheduled and unscheduled on-call services during EWHs. EWHs are 6:00 pm to 6:00 am Monday through Friday, and weekends and holidays.

a. For scheduled on-site support during EWHs, the COR will provide written notice to the contractor at least two (2) business days in advance detailing when the services are to commence, and the specific the task to be performed. The contractor shall report to work mutually agreeable time and place.

b. For unscheduled support during EWHs, the contractor shall be capable of providing at least remote support within one (1) hour of receiving notification by the COR; however, depending on the nature of the activity/event, on-site support may be required. If the COR requires on-site support during EWHs, the contractor shall arrive on-site (ready to work) at the time and location specified by the COR (at the Government facility) within one (1) hour after receiving notification by the COR.

1.5.5 Place of Performance: The contractor shall provide on-site services at the Pentagon (Arlington, VA), Crystal City (Arlington, VA), Mark Center (Alexandria, VA), and other government sites within the National Capital Region, unless otherwise authorized (e.g., telework).

1.5.6 Post Award Conference/Periodic Progress Meetings: The Contractor agrees to attend any post award conference convened by the contracting activity or contract administration office in accordance with Federal Acquisition Regulation Subpart 42.5. The contracting officer, Contracting Officers Representative (COR), and other Government personnel, as appropriate, may meet periodically with the contractor to review the contractor's performance. At these meetings the contracting officer will apprise the contractor of how the government views the contractor's performance and the contractor will apprise the Government of problems, if any, being experienced. Appropriate action shall be taken to resolve outstanding issues. These meetings shall be at no additional cost to the government.

1.5.7 Key Personnel: The follow personnel are considered key personnel by the government:

• Program Manager

• Technical Account Manager

• Engagement Manager

• Engineering Lead.

1.5.7.1 The contractor shall provide a program manager who shall be responsible for the performance of the work. The name of this person and an alternate who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer, and COR. The program manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The contractor technical manager or alternate shall be available between 6am

– 6pm, Monday thru Friday except Federal holidays or when the government facility is closed for administrative reasons.

1.5.7.2 The Contractor shall fill any key personnel contract vacancies within 30 days with no less than the minimum qualifications as defined in this contract.

1.5.7.3 Substitution of Key Personnel

a. No substitution shall be made without prior notification to and concurrence of the Contracting Officer.

b. All proposed substitutes shall have qualifications equal to or higher than the qualifications of the person to be replaced.

c. The contractor shall notify the Contracting Officer in writing of any proposed substitution at least thirty (30) calendar days in advance and provide an explanation of the circumstances necessitating the substitution.

1.5.8 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed.

1.5.9 Contractor Travel: Contractor will be required to travel within the CONUS and the NCR during the performance of this contract as needed. Contractor will be authorized travel expenses consistent with the substantive provisions of the Joint Travel Regulation (JTR) and the limitation of funds specified in this contract. All travel requires Government approval/authorization and notification to the COR.

1.5.10 Transition Period (Transition In). In order to ensure continuity of services and performance, the Contractor is required to have all personnel onboard within 30 days from the start date of the contract.

The Contractor shall be required to meet all performance criteria 30 days after the commencement of the contract.

1.5.11 Transition Period (Transition Out). Thirty days prior to the completion of the awarded contract period, the Contractor shall fully support the transition of services to the newly awarded Contractor or government organization (assuming a new Contractor receives any follow-on award.) Beginning 60 days prior to the completion of the contract award period, the Contractor shall not be permitted to transition any personnel off contract support without the written approval of the Government COR.

2. Specific Tasks:

2.1. Basic Services. The contractor shall provide services for EITSD Microsoft Consulting Services (MCS) & Microsoft Premier Support (MPS)

2.2. Task Heading:

2.2.1 Task Area One (1) Microsoft Premier Support ( MPS)

Subtask Area – Support Account Management (SAM) Subtask Area – Problem Resolution Support (PRS) Subtask Area – Support Assistance Subtask Area – US National (US NAT) Program Subtask Area – Information Services Subtask Area – Designated Support Responsive Services

2.2.2 Task 2 Microsoft Premier Support (MPS) All Premier Support and Microsoft Consulting personnel performing on this contract shall possess a commensurate Microsoft certification covering the supported Microsoft technology and comply with DoD 8570.01-M. Information Assurance Workforce Improvement Program regulation.

2.2.2.1 The contractor shall provide blue-badge MPS services to EITSD. MPS is a support service that minimizes and quickly resolves issues and provides the Government access to Microsoft experts to help EITSD keep their applications and systems running smoothly.

2.2.2.2 The contractor shall provide MPS services and support designed to help the Department of Defense (DoD) maximize their investment in Microsoft technologies, reduce risk, accelerate deployment and optimize solutions to meet customer requirements. MPS shall provide timely support to the government by delivering problem and break-fix resolution due to the contractor’s ability to reach back to Microsoft product groups and developers. MPS shall provide technical support, problem resolution, workshops, strategic guidance and assistance to customers with technical issues pertaining to developing intranet/internet strategies, prototyping, implementation and deployment of solutions spanning across infrastructure and application areas. MPS support obtained via this contract are considered "In-Scope" for EITSD when requirements dictate capabilities needed

2.2.3 Subtask 1 – Support Account Management (SAM) All Premier Support and Microsoft Consulting personnel performing on this contract shall possess a commensurate Microsoft certification covering the supported Microsoft technology and comply with DoD 8570.01-M. Information Assurance Workforce Improvement Program regulation.

2.2.3.1 The contractor shall provide a designated “Services Resource” SAM to ensure support and advocates within the contractor and facilitates a team that can provide Workshops, Problem Resolution Support, and Support Assistance to ensure resolution of proactive and reactive support incidents involving contractor products. The SAM also serves as the point of information delivery and provides the government feedback regarding the support services to other contractor groups. The contractor shall provide SAM to EITSD to include the following activities:

a. Planning and Resource Facilitation: Participate in Orientation and planning sessions conducted with government management and staff. The purpose of these meetings is to discuss the support services available, gather input regarding government support needs, and jointly plan government use of the support services.

b. Status Meetings and Reporting: Provide standard status reporting on a regular basis, which summarizes the services delivered during the previous reporting period. Status meetings will be conducted to discuss support service activities, monitor government satisfaction levels, and discuss actions or adjustments that may be required. Customized reporting can be provided at government request, if required.

c. Escalation Management: Support issues that require escalation to other resources within the contractor and closely manage expedite resolution.

Provide a direct and unique relationship with the software contractor technical and development groups not available through other means.

2.2.4 Subtask 2 – Engineer Support - Problem Resolution Support (PRS)

2.2.4.1 The contractor shall provide PRS assistance for problems with specific symptoms encountered while using MS products, where there is a reasonable expectation that the problem is caused by Microsoft products. PRS services provide 24 hours a day, 7 days a week, 365 days per year.

a. MPS Problem Request (Break-Fix). The contractor shall provide to the Government MPS Problem Resolution Break-Fix SME’s to assist in problem resolution break-fix support requests, also known as an incident. This is defined as a single support issue and the reasonable effort needed to resolve it.

b. Incidents on/off site support. In certain situations, the contractor may provide the customer with a modification to the commercially available MS product software code to address specific critical problems (“Hotfix (es)”) in response to an assisted break-fix support request.

Hotfixes are designed to address the customers’ specific problems and are not regression tested. Except as otherwise provided herein or in an amendment or modification to this PWS description of services, Hotfixes may not be distributed to unaffiliated third parties without the contractor’s express written consent.

Severity Situation Contractor Expected Response Customer Expected Response (Level – 1) Submission via phone only

Catastrophic business impact:

• Complete loss of a core (mission critical) business process and work cannot reasonably continue

• Needs immediate attention

• First call response in one hour or less

• Contractor Resources at Customer site as soon as possible.

• Continuous effort on a 24x7 basis

• Rapid Escalation within Microsoft to Product teams

• Notification of Contractor Senior Executives

• Notification of customer Senior executives

• Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2

• Rapid access and response from change control authority

(Level – A) Submission via phone only

Critical business impact:

• Significant loss or degradation of services

• Needs attention within one hour

• First call response in one hour or less

• Contractor Resources at Customer site as required.

• Continuous effort on a 24x7 basis

• Notification of Our Senior Managers

• Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2

• Rapid access and response from change control authority

• Management notification

(Level – B) Submission via phone or web

Moderate business impact:

• Moderate loss or degradation of services but work can reasonably continue in an impaired manner.

• Needs attention within two Business Hours1

• First call response in two hours or less

• Continuous effort on a 24x7 basis

• Allocation of appropriate resources to sustain continuous effort on a 24x7 basis2

• Access and response from change control authority within four Business Hours1

Level – C) Submission via phone or web

Minimum business impact:

• Substantially functioning with minor or no impediments of services.

• Needs attention within four Business Hours1

• First call response in four hours or less

• Effort during Business Hours1 only

• Accurate contact information on case owner

• Responsive within 24 hours.

Table 1: Problem Resolution Support Matrix

*1 Business Hours are defined as 6AM to 6PM Eastern Time, Monday through Friday excluding holidays *2 Microsoft may downgrade the severity level if adequate resources are not on contract or if the Government is not able to provide responses to enable Microsoft to continue with problem resolution efforts

c. As needed, Microsoft will request problem determination and resolution activities of the Government. Problem determination and resolution activities may include performing network traces, capturing error messages, collecting configuration information, changing product configurations, installing new versions of software or new components, or modifying processes.

d. The Government will be responsible for implementing the procedures necessary to safeguard the integrity and security of the Government’s software and data from unauthorized access and to reconstruct lost or altered files resulting from catastrophic failures.

2.2.5 Subtask 3 – Engineering Support Assistance.

2.2.5.1 The contractor shall provide MPS Support Assistance short-term advice and guidance for problems not covered with PRS as well as requests for consultative assistance for design, development and deployment issues. The MPS Services Resource shall work with the Government to determine the type of specific Support Assistance needs.

a. MPS Infrastructure Support Assistance. The contractor shall provide Infrastructure Support Assistance to include: informal advice, guidance and knowledge transfer intended to help the Government implement Microsoft technologies in ways that avoid common support issues and decrease the likelihood of system outages. These services support the resolution of problems that are not attributed to Microsoft Products including:

1. Errors caused by the Government’s networking infrastructure, hardware, non-

Microsoft software, operational procedures, architecture, IT service management process, system configuration or human error.

2. Multi-contractor coordination interoperability problems. Upon the Government’s request, the contractor shall collaborate with third-party software suppliers to help resolve complex multi- contractor product interoperability issues.

b. MPS Reviews. The contractor shall provide a review assessment of a specific system, application or architecture to address design, development, deployment, and supportability issues for current or planned implementations of MS technologies. Each review shall be individually scoped and estimated prior to scheduling resources, and a written report will be required to document findings and recommendations.

• The Government will provide all requests for reviews with the applicable data to the contractor no later than 60 days prior to the contract expiration date.

c. MPS Development Support Assistance. The contractor shall provide development support to the Government in the creation and development of internal applications on the Microsoft platform that integrate Microsoft technologies.

d. Lab Access. The contractor shall provide the Government with access to a lab facility to assist with product development, benchmarking and testing, prototyping and migration activities on Microsoft products, if required. The Government is aware that these facilities must be scheduled in advance and are subject to availability.

e. MPS Rapid Onsite Support Services. The contractor shall provide on-site support as an additional billable service based on the Government’s needs. The contractor’s ability to provide onsite support is subject to the resource availability, and the tasks performed will vary depending on the situation, environment, and business impact of the issue.

1. Problem Resolution Support Hours and Support Account Management hours.

2. Proactive Credit Services may also be used for Premier Support engagements listed in the US Proactive Services Catalog which can be provided upon request.

f. MPS- Proactive Credits: The contract shall provide Proactive Credits that may be used to provide additional customized services based on the customer’s need, and requires mutual approval from DoD and Microsoft Proactive Credit can be used to provide the following:

1. Designated Support Professional hours,

2. Onsite resource visits,

3. Problem Resolution Support Hours and Support Account Management hours.

4. Proactive Credit Services may also be used for Premier Support engagement listed in the US Proactive Services Catalog which can be provided upon request.

g. Software Assurance Benefits. Based on the Government’s requirements, the contractor offers the option to convert the customers’ Software Assurance 24x7 Problem Resolution Support Incidents (“SA PRS Incidents”) to Premier Problem Resolution Support (“PPRS”) hours for use consistent with the customers’ MPS plan at the time of transfer.

2.2.6 Subtask 4 – Engineering Support - US National (US NAT) Program.

2.2.6.1 The contractor shall provide US citizen (only) support for technical support customer interaction via phone based Problem Resolution Support or Support Assistance will be limited to US citizens for issues involving the following products:

Windows (not including Windows Embedded or Windows CE) Exchange Server SQL Server Microsoft Internet Information Services (IIS) System Center Configuration Manager System Center Operations Manager System Center Mobile Device Manager System Center Essentials System Center Virtual Machine Manager System Center Online Asset Inventory Services (AIS) System Center Capacity Planner System Center Desktop Error Monitoring System Center Data Protection Manager System Center Service Manager WSUS 3.0, Application Virtualization (App-V) Microsoft Enterprise Desktop Virtualization (Med-V) Microsoft Office SharePoint (not including Designer and Developer support for SharePoint) Microsoft SharePoint FAST Microsoft Office Outlook (not including Microsoft Office Outlook for Mac or Outlook Business Contact Manager) Microsoft Communications Server and Microsoft Lync (not including Lync Voice) Microsoft Enhanced Mitigation Toolkit Microsoft Hyper-V System Center Orchestrator System Center Service Manager System Center Data Protection Manager

Additional products may be included in the above list based on task order modification as support becomes available.

2.2.7 Subtask 5 – Engineering Support – Information Services

2.2.7.1 The contract shall provide the Government staff with the latest knowledge on Microsoft technologies to enhance Government in-house support capabilities. Information Services shall include but not limited to:

a. Premier Online Website that provides access to the following information resources:

1. Regularly update product news documenting key support and operational information about new and existing Microsoft products.

2. Critical problem alerts notifying customers of potentially high impact problem

3. Web response tool for submitting and checking the status of support incidents

4. Microsoft Knowledge Base of technical support articles and troubleshooting and resource guides

b. Support Webcasts led by the contractor program managers, developers and professionals covering key areas of Microsoft technology.

2.2.8 Subtask 6 – Engineering Support - Designated Support Responsive Services.

2.2.8.1 The contractor shall provide Designated Support Professional (DSP) that will manage customer problem requests that are submitted to the Designated Support Team. DSP are technical support specialists that provide support in their specified product line. DSP’s are available 24 hours a day, 7 days a week to provide support when escalations or planned deployments are based on the DoD customer requirements.

2.3. Optional Task Two (2) Microsoft Consulting Services (MCS)

2.3.1 MCS is a blue-badge technical support service with access rights to Microsoft (MS) proprietary (closed-source) code, which is licensed under exclusive legal right of Microsoft Corporation. The contractor shall provide highly trained MCS consultants to assist the government with gathering requirements, plans, architect, design, develop, test and deploy MS technologies throughout an enterprise. MCS shall assist with implementation projects of MS solutions rapidly and with measurable results. MCS shall provide support the DoD’s sole focus on maximizing benefits from MS technology, and offers a unique depth of MS technology experience, and knowledge. MCS works with the DoD to achieve the adoption, deployment and use of MS solutions. These services are designed to help the government maximize their investment in MS technologies, reduce risk, accelerate deployment and optimize solutions to meet government requirements. MCS utilizes a framework called MS Solutions Framework (MSF) to manage the engagements with a repeatable process.

2.3.2 The core requirements are for the contractor to provide access to MCS software developers and product teams to leverage a variety of proprietary resources, such as tools and knowledge bases, problem resolution assistance from product developers, and access to source code when applicable to support DoD’s mission. The contractor shall provide MS product update sessions to establish valuable technology feedback links between DoD and the product development teams to help shape the future direction of features and functionality of new products. Access to these resources shall allow the contractor to facilitate problem resolution more efficiently and expediently with MS technology as part of the Government’s solution development and architectural planning. The contractor MCS teams shall impart knowledge transfer gained through reach back to MS product groups and developers. This knowledge is transferred through informal over-the-shoulder training, workshops and other information resources. MCS provides knowledge transfer, guidance and assistance to the Government in developing intranet/internet strategies, prototyping, implementation and deployment of enterprise solutions spanning across infrastructure and application areas. MCS also provides architecture and planning assistance to determine the target environment.

2.3.3 Optional CLIN X0007: ICE Application

a. The contract shall provide subject matter leadership to EITSD in application Microsoft development technologies and platforms.

b. The contractor shall deploy resources that will incorporate software engineering best recommendations based on the Microsoft Solutions Framework (MSF) for Agile v5.0 and Microsoft's Security Development Lifecycle (SDL). These processes will be dovetailed into EITSDs prescribed and currently used methods, processes and procedures, to optimize team productivity and reduce time to value for the software-based collaboration, business, and mobile solutions being built, while ensuring compliance with all Information Assurance (IA) guidelines, MDA processes and review mechanisms.

1. Interactive Customer Evaluation (ICE) Application:

2. Configuration of ICE2 solution to address customer needs (fit gap between Out of the Box CRM and customer requirements)

3. Configuration of workflows, reports and dashboards

4. Solution access via web browser and apps model

5. Assessment of existing SQL environment

6. Deployment of solution at regional deployment for staged global rollout

7. Train the admin

2.3.4 Optional CLIN X0008: Application Modernization of EITSD in-house catalog of Applications:

a. The contract shall provide custom application design and development services. This activity shall include designing and documenting the team's software development process using modem industry preferred practices.

b. The contractor shall utilize these practices; the contractor shall provide experienced technical and analytical support in meeting the application development needs of the Government. This effort shall require the assistance of qualified technical staff, application development using essential programming and design tools, and assisting with the creation of c applications as directed by the Government.

c. The contractor shall provide full life cycle software development support under a phased development approach that includes the following: Requirements Management; Business Modeling; Analysis and Design; Implementation and Coding; Deployment; Configuration and Change Management; Operations and Support; and Project Management.

2.3.5 Optional CLIN X0009 Enterprise Architecture –

a. The contractor shall provide Technology Strategy Consulting services, which combine in-depth knowledge of the Government business processes with a detailed understanding of industry preferred practices, to help architect, implement, and deploy leading edge technologies and solutions.

b. The contractor shall define strategic IT programs mapped to the long-term business goals of the key stakeholders within the Government. Using industry preferred practices, Microsoft shall assist in the strategic planning process to coordinate strongly aligned IT and business goals.

c. The contractor shall provide consulting on IT Lifecycle Frameworks that offer preferred practice processes, guidance, and custom-tailored solutions for managing the entire IT life cycle (planning, preparing, building, maintaining). The contractor shall provide knowledge transfer and have experience in application development, enterprise architecture and infrastructure management. Enterprise Architect will provide training and knowledge transfer to Government personnel on these preferred practices, and advise how these processes can be leverage enterprise software technologies.

2.3.6 Optional CLIN X010 Architecture Design:

a. The contractor shall conduct planning and assist with the creation of technical architecture and design documents upon assessment and review services activities. Documents shall include Architecture and Design Plans for communication and collaboration products, operating system platforms including Windows Server, management products, applications and overall security related to implementing these products.

b. The contractor shall provide migration and deployment services when upgrading operating system software, collaboration systems, or communication/messaging software or transitioning from disparate platforms or email systems. The contractor shall provide knowledge transfer on preferred practices for migration and deployment support of enterprise software products and applications.

c. The contractor shall provide rapid reaction services for emerging business needs within the Government. To support this requirement, the contractor must be well versed in developing rapid prototypes or proofs of concept. Microsoft will able to identify critical requirements for a proof of concept system and translate those requirements into a functional prototype using the tools and processes in place at the Government site.

TECHNICAL EXHIBIT 1

DELIVERABLES SCHEDULE

Deliverable Title

Format Due Date Distribution/Copie s

Frequency and Remarks

Monthly Status Report

Microsoft Word/Excel

NLT 10th of the month

E-mail copy to COR. Attachment with monthly iRAPT Invoice

Monthly; includes work performed during the previous period, work to be performed during the coming month and a summary of quality assurance, configuration management, and security management applied to the contract.

Incident/Hotfix Report

Microsoft Word/Excel

NLT 10th of each month.

Email to COR Due on the 15th and 30th of each month.

In-Process Review (IPR) Monthly Report

Contractor determined, Microsoft PowerPoint/ Word/Excel – please include high-level comments/forec ast/issues in bullet format

Last day of the month.

E-mail copy to

COR.

Monthly; includes work performed during the previous period, work to be performed during the coming month and a summary of quality assurance, configuration management, and security management applied to the contract.

* Standard Distribution: 1 copy of the transmittal letter without the deliverable to the KO/Contract Specialist; 1 copy of the transmittal letter with the deliverable to the Primary COR.

TECHNICAL EXHIBIT 2

Performance Requirements Summary

The contractor service requirements are summarized into performance objectives that relate directly to mission essential items. The performance threshold briefly describes the minimum acceptable levels of service required for each requirement. These thresholds are critical to mission success.

2.4.11 Performance Standards

Task Performance Standard Desired Out-come Method of Surveillance 1 Provide detailed analysis, assess-ments and problem solving documentation

Technology Reports

Revisions and problems shall be resolved in accordance with the PWS at the TO Level.

Routine inspection of deliverable products and services and the COR monitor via the Monthly Status Reports.

2 Attend meetings with Government as requested; provide monthly report to Government

Status Meetings and re-ports. Status Reports, as changes occur.

Provide written summary of activity including outcomes of meetings, action items responsible for, and status updates.

Section D - Packaging and Marking

PACKAGING & MARKING

D. Packaging & Marking

D.1. Payment of Postage Fees. All postage and fees related to submission of information, including forms, and reports, etc., to the Contracting Officer or Contracting Officer’s Representative (COR) or other persons designated to receive, shall be paid by the Contractor.

D.2. The contractor shall ensure that all items are preserved, packaged, packed and marked in accordance with best commercial practices to meet the packing requirements of the carrier and to ensure safe and timely delivery at the intended destination. All data and correspondence submitted shall reference:

1. HQ0034-15-C-XXXX

2. Microsoft Premier Support (MPS) Services

3. Enterprise Information Technology Services Directorate

4. Contracting Officer Representative (COR) specified in Section G herein

Section E - Inspection and Acceptance

INSPECTION AND ACCEPTANCE TERMS

Supplies/services will be inspected/accepted at:

CLIN INSPECT AT INSPECT BY ACCEPT AT ACCEPT BY

0001 Destination Government Destination Government 0002 Destination Government Destination Government 0003 Destination Government Destination Government 0004 Destination Government Destination Government 0005 Destination Government Destination Government 0006 Destination Government Destination Government 0007 Destination Government Destination Government 0008 Destination Government Destination Government 0009 Destination Government Destination Government 0010 Destination Government Destination Government 0011 Destination Government Destination Government 1001 Destination Government Destination Government 1002 Destination Government Destination Government 1003 Destination Government Destination Government 1004 Destination Government Destination Government 1005 Destination Government Destination Government 1006 Destination Government Destination Government 1007 Destination Government Destination Government 1008 Destination Government Destination Government 1009 Destination Government Destination Government 1010 Destination Government Destination Government 1011 Destination Government Destination Government 2001 Destination Government Destination Government 2002 Destination Government Destination Government 2003 Destination Government Destination Government 2004 Destination Government Destination Government 2005 Destination Government Destination Government 2006 Destination Government Destination Government 2007 Destination Government Destination Government 2008 Destination Government Destination Government 2009 Destination Government Destination Government 2010 Destination Government Destination Government 2011 Destination Government Destination Government 3001 Destination Government Destination Government 3002 Destination Government Destination Government 3003 Destination Government Destination Government 3004 Destination Government Destination Government 3005 Destination Government Destination Government 3006 Destination Government Destination Government 3007 Destination Government Destination Government 3008 Destination Government Destination Government 3009 Destination Government Destination Government

3010 Destination Government Destination Government 3011 Destination Government Destination Government 4001 Destination Government Destination Government 4002 Destination Government Destination Government 4003 Destination Government Destination Government 4004 Destination Government Destination Government 4005 Destination Government Destination Government 4006 Destination Government Destination Government 4007 Destination Government Destination Government 4008 Destination Government Destination Government 4009 Destination Government Destination Government 4010 Destination Government Destination Government 4011 Destination Government Destination Government

Section F - Deliveries or Performance

DELIVERY INFORMATION

CLIN DELIVERY DATE QUANTITY SHIP TO ADDRESS UIC

0001 POP 16-MAY-2015 TO

15-MAY-2016

N/A OSD CIO/WHS EITSD

SANDRA BOND

5775 GENERAL WASHINGTON DRIVE

FKA: WHS ITMD W

OW WHS EITSD

ALEXANDRIA VA

703-695-2799 FOB: Destination

HQ0002

0002 POP 16-MAY-2015 TO

15-MAY-2016

N/A (SAME AS PREVIOUS LOCATION)

0003 POP 16-MAY-2015 TO

N/A (SAME AS PREVIOUS LOCATION)

0004 POP 16-MAY-2015 TO

N/A (SAME AS PREVIOUS LOCATION)

0005 POP…