PERFORMANCE_WORK_STATEMENT.docx

PERFORMANCE WORK STATEMENT (PWS)

Title. Pentagon Force Protection Agency (PFPA) Microsoft Premier Support (MpS)

Background. The Pentagon Force Protection Agency (PFPA) is a civilian Defense Agency within the Department of Defense charged with protecting and safeguarding the occupants, visitors, and infrastructure of the Pentagon and leased facilities throughout the National Capital Region.

PFPA provides a variety of services to its customers to include emergency services, parking management, lock installation/services, classified waste disposal, access control, building pass issuance, training, mail screening, and law enforcement.

The PFPA is charged with the responsibility to manage and direct implementation of automated information systems and other designated programs at Force Protection Technology Directorate (FPTD) and to provide planning support for large scale mainframe information system initiatives on the Coral/Life Safety Backbone (LSB) Network for z/OS, UNISYS and also for UNIX, Windows Server and mid-tier servers. This includes transformation, migration, optimization and modernization.

Microsoft technical support services provide proprietary expertise to aide in troubleshooting unforeseen problems adversely affecting Microsoft products beyond the engineer’s technical ability within the Enterprise Environments. The Enterprise Environment provides cyber security protection, redundancy and local failover for the PFPA Security and Life Safety Systems as they are migrated off of the unsecure legacy LSB to the Coral Network. Without the protection of the premier services, there is a high potential for data loss and/or extended downtime of the Security and Life Safety applications which places the tenants of the Pentagon at a high security risk.

4. Objectives: The purpose of this PWS is to provide the Pentagon Force Protection Agency (PFPA) with fully integrated and comprehensive Microsoft support for all equipment supporting the PFPA networks and its mission. Microsoft shall provide reliable automated information systems services and support to PFPA according to the tasks listed below. Microsoft shall provide Premier Support Services and Designated Support Engineering in Platform Technologies, Systems Account Management Technologies, Messaging Technologies and Problem Resolution.

5. Scope.

The Contractor shall provide support to maintain and enhance the existing network, ensure availability of mission applications and troubleshoot and resolve problems with all IT equipment.

Task Area – Microsoft Premier Support (MPS) Subtask Area – Support Account Management (SAM) Subtask Area – US National (US NAT) Program

6. Performance Requirements.

6.1 Task 1 – Microsoft Premier Support (MpS).

MpS is a support service that minimizes and quickly resolves issues and provides the Government access to Microsoft experts to help PFPA keep their applications and systems running smoothly.

The contractor shall provide MpS services and support designedto reduce risk, accelerate deployment and optimize solutions to meet customer requirements 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 the DoD when requirements dictate capabilities needed for, but not limited to:

6.1.1 Subtask 1 – Support Account Management (SAM).

The contractor shall provide a designated “Services Resource” SAM to support and facilitate a team that will provide Workshops, Problem Resolution Support, and Support Assistance to ensure resolution of proactive and reactive 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 the DoD to include the following activities:

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

1. Status Meetings and Reporting: A standard status report can be prepared on a regular basis, to summarize 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.

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

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

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.

6.1.2 Subtask 2 – Program Management Support.

The contractor shall provide program management support by a cleared, designated, MS services resource. The Program Manager shall be responsible for overall delivery of Microsoft services within PFPA and may travel to other local sites as needed based on operational and service delivery and management requirements

6.1.3 Subtask 3 – Problem Resolution Support (PRS)

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 services 24 hours a day, 7 days a week, 365 days per year. MpS Problem Request (Break-Fix). The contractor shall provide to the government MpS Problem Request Break-Fix SME providing assisted problem resolution break-fix support requests, also known as an incident, is defined as a single support issue and the reasonable effort needed to resolve it.

6.1.4 Subtask 4 – Support Assistance.

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 customer to determine the type of specific Support Assistance needs.

6.1.5 Subtask 5 – US National (US NAT) Program.

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)

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

6.1.6 Subtask 6 – Information Services.

The contractor shall provide Government staff with the latest knowledge on Microsoft technologies to enhance Government in-house support capabilities.

7. Incentives. None.

8. Place of Performance The place of performance will be at various government facilities within the National Capital Region.

9. Period of Performance. The Period of Performance (POP) is 21 June 2019 – 20 June 2020 with 1 Option years.

As directed by the COR, the contractor shall continue performance in emergency or mission essential conditions. Additionally, the contractor may be required to account for the whereabouts of their personnel should this information be requested by the COR.

Generally, this technical support shall be performed by the Contractor during the core hours: 0800 -1600 local time, Monday through Friday, excluding Federal holidays. However, deviations from these core hours may be required to meet changing government business schedules and customer mission(s). The Contractor shall provide emergency services to resolve problems during non-core hours when required. The Contractor shall provide a telephone number for emergency services during non-core hours to the official government COR. Contractor staff hours expended outside core work hours may be compensated to affected contractor staff members with equivalent time off from the work place, at the discretion of the contractor, provided that such compensatory time does not jeopardize system integrity during standard operating hours and that such compensatory time is expended within six weeks of accrual.

In the event that upgrades or changes to the system must be done during off peak or limited usage time (i.e. weekends), the Government reserves the right to request flexible work hours from contractor personnel. Upon a 24 hour advance, written notification from the COR or ACOR, the Government and contractor may establish a mutually agreed upon time to institute/incorporate the system change. Contractor personnel will substitute the noncore, weekend hours for an equal number of weekday hours. For example, if an upgrade is accomplished on a Saturday and takes 4 hours, contractor personnel may choose to take off 4 hours on the following Monday or Tuesday.

When the Government installation grants administrative leave to its employees (e.g. as a result of inclement weather, potentially hazardous condition, or other special circumstances), Contractor personnel working on-site may also be dismissed. However, the Contractor shall not invoice for these absences. If directed by the Contracting Officer or authorized representative, the Contractor shall provide sufficient on-site personnel to complete or continue critical work already in process or provide on-call response in accordance with the PWS/TO.

10. Security. These projects may require access to controlled or sensitive information and facilities. Upon contract start date, all contractor personnel shall possess a TOP SECRET security clearance in accordance with DD Form 254, Contract Security Classification Specification. All contractor personnel final Top Secret (TS) Clearance based on a Single Scope Background Investigation (SSBI) SBPR, or PPR prior to reporting to any assignment within Joint Staff in order to meet contractual security requirements completed within the last 5 years (in scope). The clearance must be fully adjudicated at the Top Secret level and will have an indication of “determined eligibility of Top Secret” in JPAS. Personnel security clearances (PCLs) must be verifiable in the Joint Personnel Adjudication System (JPAS). Contractor personnel shall comply with all applicable security and safety regulations, guidance, and procedures, including local, referenced in this PWS and in effect at the work sites.

Physical Security. The Contractor shall be responsible for safeguarding all Government information or property provided for Contractor use. At the end of each work period, Government information, facilities, equipment and materials shall be secured as specified by DoD security policy and regulations. The contractor will also follow and adhere to government site specific security policy and directives, which includes PFPA Security Office policies for PFPA. The government will coordinate with site security offices as required to ensure the contractor has or can access all applicable security regulations and directives upon award.

Key Control. The Contractor shall establish and implement methods in accordance with the National Industrial Security Program Operating Manual (DoD 5220.22-M) to ensure all keys/key cards issued to the Contractor by the Government are not lost or misplaced and are not used by unauthorized persons.

Facility Clearance. The Contractor shall possess a TOP SECRET facility clearance from the Defense Security Service as verified within the Industrial Security Facilities Database (ISFD) on date of award (DOA). The contractor’s employees performing work in support of this contract shall have been granted a TOP SECRET Security Clearance from the Defense Industrial Security Clearance Office. Facility security clearances (FCLs) must be verifiable in the Industrial Security Facilities Database (ISFD).