I_1_b SOW- Jamf Pro Premium macOS.pdf

Statement of Work User and Network Services (UNS): Operations Service Support, Standards Change and Release Management Security Operations Jamf Pro Premium Software and Maintenance

1. Introduction/Overview

IRS’s objective is to develop and implement a comprehensive program for the use of Jamf’s Pro Premium products and services required to meet IRS’ business needs and strategic goals. This initiative is for Jamf to integrate MacOS devices onto the IRS network. This program must result in better overall software purchasing processes, lower costs, and increased compliance, to improve effectiveness and to reduce the total cost of ownership associated with Jamf products and services.

The demand for JAMF support is driven by the IRS’s objective to manage the MacOS devices resulting in a requirement for an appropriate Mobile Device Management (MDM), which is Jamf. IRS is seeking an experienced and reliable services of Jamf products, focused on providing high quality service, with fast response and resolution time. IRS expects the selected vendor to provide aggressive volume-based pricing discounts and to develop a mechanism for protecting or reducing prices throughout the designated contract term.

2. Background

The Internal Revenue Service (IRS) administers America’s tax laws and collects revenues that fund most government operations and public services. Each year, IRS employees make hundreds of millions of contacts with American taxpayers and businesses. The IRS and its employees represent the face of government to more U.S. citizens than any other agency.

IRS is divided into three commissioner-level organizations, with its main functions in four operating divisions: Large & Mid-Size Business (LMSB), Small Business / Self- Employed (SB/SE), Wage and Investment (W&I), and Tax Exempt & Government Entities (TE/GE). The agency currently employs nearly 105,000 employees. And owns about 110,000 laptops/desktops, 10,000 servers and currently to include 500 MacBooks. The new MacBooks will require professional assessment security, staff, and user testing. IRS provides service to millions of taxpayers to help them understand and meet their tax obligations. We also deter people inclined to evade their responsibilities and vigorously pursue those who violate tax laws. Service and enforcement are equally important priorities for the IRS. We are committed both to providing excellent service to taxpayers and enforcing America’s tax laws in a balanced manner.

Since enactment of the Restructuring and Reform Act of 1998 (RRA98), we have made significant progress in improving our service, especially in areas of telephone and electronic tax administration. While our commitment to service continues, we also must sharpen our focus on enforcement. The IRS aspires to be a 21st century agency with the human capital and technology capabilities to effectively and efficiently collect the taxes owed with the least disruption and burden to taxpayers.

Accordingly, an essential goal for the IRS over the next several years is to modernize our business through our people, processes, and technology. Many areas of IRS have already begun to restructure themselves and to align their operations more fully with our broad business imperatives. Our need for effective software products and services

– and for efficient procurement of those software products and services – is consistent with these business imperatives. Any agreement will be closely monitored to ensure it meets the obligations required by law as well as our explicit mission to serve the American people.

3. Project Scope of Work

The scope of this order is for the purchase of Jamf’s brand name Pro Premium software maintenance, technical support of MacBook and macOS operating systems.

4. Task

4.1. Technical Requirements

4.1.1. The vendor shall be the Original Equipment Manufacturer (OEM) or an authorized reseller of Jamf’s brand name Pro Premium products and services.

4.1.2. The vendor shall provide Jamf’s brand name Pro Premium software maintenance and technical support and contractor services in accordance with the following:

Part# Description

1912031200 Premium Onboarding:

Product: Jamf Pro Premium Onboarding Plus - macOS.

Guided setup and enhanced training of Jamf Pro for macOS, designed for new Jamf Pro Customers (2 Day).

1001010101_0001 Per MacBook endpoint seat licenses:

Product: COM-NP Jamf Pro macOS

- 50-249

On Prem seat of Jamf Pro for macOS Valid from (2024-02-23 - 2025-02- 22)

4440434040 Premium On-Prem Professional Service:

Product: Premium Service— Platinum

A discounted purchase of 24 days of Professional Services time with Jamf’s team of engineers, valid for one year from purchase. Includes project planning and consulting.

4440444140 Dedicated Support Account Representative:

Premium Support (On Prem) consisting of a dedicated Jamf Expert Valid from (2024-03-05 - 2025-03-04)

2122202020 Dedicated Private Instructor-Led Customized Training:

Jamf 200 Course – Private

The Private Jamf 200 Course entitles you to enroll a maximum of 12 students (student and customer prerequisites apply) into a single class offering.

4.1.3 Software Maintenance: The vendor shall provide maintenance that includes but is not limited to providing initial setup, updates, upgrades, enhancements, patches, etc.

4.1.4 Jamf Pro Premium Maintenance: The vendor shall provide software maintenance that includes but is not limited to providing initial setup, post -implementation support, updates, upgrades, enhancements, patches, etc.

4.1.5 Dedicated Support Engineer: The vendor shall provide:

• Designated senior technical support engineer familiar with IRS environment.

• Priority service request handling

• High visibility for product request handling

• Assess Apple products and platform within IRS infrastructure.

4.1.6 Contractor Services Tech: The vendor shall provide a dedicated consultant on site at an IRS facility from 8 am – 5 pm ET Monday - Friday.

4.1.7 Software and license Grant. The IRS requires the ability to transfer licenses, at any point in the agreement or thereafter, to another agency or owner (e.g., another Treasury agency).

4.1.8 Maintenance services. The IRS reserves the right to transfer the maintenance (as above) to another government agency or owner along with the licenses.

4.1.9 Documentation and copies. The Vendor shall provide copies of user manuals, documentation, training materials and other information included with the software, together with any updates or enhancements, as desired to use this software effectively.

4.1.10 IRS procurement point of request. IRS requires that valid acquisition request for licenses or maintenance may only come from the IRS Contracting Officer.

Any request made from IRS by any contact other than IRS CO or COR should not knowingly be honored by the vendor and should be directed to the IRS CO. In the case that any acquisition request for licenses or maintenance made by a contact other than the Contracting Officer is honored by the vendor, IRS retains the right to bring that license under the master agreement, or else to terminate that license with full refund, at its discretion. Any acquisition request is not to be considered a binding contract until a signed modification is received from the IRS Contracting Officer.

5. Deliverables. The vendor shall provide monthly reports to IRS outlining licenses owned and maintenance used, as well as the use of any other services. The vendor shall provide reports outlining training and services available, and the amount utilized by IRS. The vendor is expected to keep IRS up to date through quarterly reports, outlining potential for improvement in value and products provided by the manufacturer. This may include timelines for expected upgrades, opportunities for savings in bundling/unbundling, new products and services which may better address IRS needs, and so on. All reports provided by the vendor should be provided in a template agreed upon by IRS prior to the start of an agreement.

6. Performance Requirements and Metric. Metrics may include but not be limited to:

6.1. Response and resolution times for software problems. The following tiered response and resolution guidelines can be used.

6.1.1. Software defect level: Production Down, defined as a defect that occurs in a production-live application that causes the product or application to completely fail (e.g., transactions can no longer be processed), causing a system crash, or compromise system integrity.

Resolution objectives: A.) Response time in 1 hour (or less depending on how critical the application is). Response time means the customer is contacted with recognition of receipt of the problem and plan for resolution. B.) Resolution or workaround in 4 hours (for more critical applications, 2 hours).

6.1.2. Software defect level: Severity High, defined as a defect that occurs in a production-live application that causes the product or application to completely fail, produce incorrect results, or compromise system integrity. This is similar to the description above but would provide for customer / user judgment on the severity. Also qualifying would be a defect that occurs in a non-production-live application with immediate and significant impact to production roll-out milestones.

Resolution objectives: A.) Response time in 3 business hours (for a more critical application, as short as 1 hour). B.) Resolution or workaround in 1 day.

6.1.3. Software defect level: Severity Medium, defined as a defect that occurs in a production-live application, but a known workaround is available, or the defect does not prevent getting transactions processed / work done. Also qualifying would be a defect in a non-production-live application causing the product to fail, produce incorrect results, cause a system crash, or compromise system integrity.

Resolution objectives: A.) Response time in 6 hours. B.) Resolution in the next service pack release, assuming that does not put a non-production-live application schedule at risk.

6.1.4. Software defect level: Severity Low, defined as a product defect that either has no significant effect on the usability of the application, or for which a workaround has already been provided.

Response objectives: A.) Response time in 1 business day. B.) Resolution time in the next major release.

6.2. Receipt of patches on a timely basis. The following patch deployment guidelines can be used.

6.2.1. For patches that fix a problem defined above, those conditions apply.

6.2.2. For other patches that come out of production, vendor should provide notification of the availability of the patch within 1 business day and allow IRS to download the patch immediately for application and testing on their own schedule.

6.2.3. Response time for general customer service. Customer service may include:

• Web support tools to search for known problems and resolution.

• Live support 24x7 with parameters for call answer time such as call taken within 2-5 minutes, 60% resolution on the first call, 90% resolution on first callback within 1 business day.

• Regular reports on call tracking and resolution performance.

6.2.4. Additional performance metrics may include:

• Effectiveness of the software in meeting the business needs contemplated by the agreement

• Deadline to provide all reports outlined

• Accuracy of reports outlined

• Consistent value delivered from identifying optimization opportunities to ensure IRS delivers business goals at the best price

• Regular update of industry news and intelligence, including upgrade schedules and new products.

6.3. Agreement Entitlements: Expiration and Termination

6.3.1. During term. During the term of this agreement, IRS shall have the right to install on, use, or access from, for each user, the latest version of each product, that is or becomes commercially available during the term of the agreement. IRS also retains the right to use any prior version of all products outlined.

6.3.2. Expiration. Upon the expiration of the agreement, the IRS will be entitled to all upgrades received over the course of the contract, in the numbers identified by the volume agreement, in addition to:

6.3.2.1. Enterprise Agreement Option. If IRS chooses to pursue the Enterprise

Agreement, the agencies will be entitled to irrevocable and perpetual licenses in the numbers identified by the volume agreement, for the latest version of each product purchased that is or becomes commercially available during the term of the program agreement.

6.3.2.2. Individual License Purchase. If IRS chooses to purchase individual licenses outside the Enterprise Agreement, the agencies will be entitled to irrevocable and perpetual licenses in the numbers identified by the volume agreement, in addition to any other rights created by those purchase agreements.

6.3.3. Termination. In the event that the agreement is terminated at any time other than at the end of the agreement term, IRS will be entitled to receive the equivalent of licenses paid at that point in the contract. For example, if the agreement is terminated in year one of the contract, and IRS has paid 25% of the total cost of the agreement, IRS should be entitled to 25% of the total licenses. Upon termination, IRS will retain irrevocable and perpetual licenses for all such licenses paid, for the latest version of each product purchased that is or becomes commercially available during the term of the program agreement.

6.4. Upgrade, downgrade and latest version rights

6.4.1. Upgrades. The Vendor shall provide access to upgrades prior to public release to ensure a sufficient testing for a seamless transition from previous products.

6.4.2. Downgrade rights. In place of the latest version of the software available, the

IRS reserves the right to "downgrade" or use a copy of any prior version of the software Jamf Pro Premium should be required to provide support, media or documentation for all prior versions that are commercially available and supported. In the case of unsupported older versions, or versions where support may be discontinued over the course of the agreement, IRS will negotiate for ongoing support.

6.4.3. Latest version rights. IRS reserves the right to receive at no additional cost:

"major product upgrades" which includes version upgrades, successor products, and upgrade products (e.g., version 1.0 to 2.0); (2) "minor product upgrades" (e.g., version 2.0 to 2.1); and (3) "maintenance product upgrades" (e.g., version 2.01 to 2.1~) for all software purchased. In the event that products owned by IRS become unsupported by Jamf Pro Premium during the course of the contract, IRS retains the right to convert these licenses at their original value to comparable supported products.

6.5. Adjustments to Quantities

6.5.1.1. Increases. At the end of each year of the agreement IRS shall have the right to add any licenses needed (which means, practically, that it will update the number of “qualified desktops” for licenses. True-up price should be based on volume discounts for each product (i.e., the more licenses IRS adds, the better the discount on the overall purchase).

6.5.1.2. Decreases. At the end of each year of the agreement IRS shall also have the right to reduce licenses. This clause should be drafted to allow IRS to stop paying, at any time over the course of the agreement, for licenses they are no longer permanently using. True-down price should be based on volume discounts.

6.6. Past Performance

The Offeror shall provide two examples of past performance that are similar in size, scope and complexity. The vendor shall provide point of contact information for each example to include name, phone number and email address.

7. Period Performance

The period of performance: Base year only

POP- Base Year TBD

8. Government Furnished Property

GOVERNMENT FURNISHED EQUIPMENT, INFORMATION AND SERVICES

Government Furnished Equipment (GFE) will be provided to contractor staff as needed in the performance of this task order and GFE is identified as follows:

GFE QUANTITY

Laptop 2 Badge 2

IRS staff will be available to work with Contractor to provide access to relevant data.

IRS will provide:

• workspace for the Contractor that includes desk, chair, and telephone, when available.

• a computer, with necessary software and access to the network.

• access to buildings under appropriate security provisions

The Contractor will be responsible for damage to any Government property, equipment, stock or supplies, due to the fault or neglect of the Contractor, its agents, or employees, during the performance of the Task Order.The Government, at its option, may either require the Contractor to replace all property or to reimburse the Government for the full value of the lost or damaged property.

Contractor shall comply with IRS policy for use of said resources

9. Security Requirements

SECURITY REQUIREMENTS Contractor staff will be pre-screened by IRS; upon passing the pre-screen, Contractor staff will be contacted by IRS NBIC with sponsor code for Contractor staff to enter background information into the U.S. Office of Personnel Management (OPM) e-QIP background investigation system. Background investigations will be conducted by OPM.

The COR will provide the necessary electronic versions of the forms to the Contractor upon award. Most are also available at publish.no.irs.gov.

The pre-screening and screening processes follow Federal standards and are subject to change. Contractor shall comply with direction provided by the IRS COR and IRS National Background Investigative Center (NBIC).

Contractor shall provide the COR with mandatory pre-screening information and scans of all completed investigative forms in electronic format no more than 5 business days after IRS approval of proposed contractor staff resume.

For foreign-born Contractor staff assigned to this Task Ordrer: proof of U.S.

Citizenship or Permanent Resident status(Lawful Permanent Resident Card, Naturalization Certificate, Certificate of Birth Abroad) shall be provided with investigation package and to the COR. Place of Birth, Date of Birth, Full Name, SSN, Home Address, E-mail Address, Phone Number, Other Agency Name if worked for another agency instead of IRS

• contract-specific Non-Disclosure Agreement;

• Department of the Treasury/IRS Form 13670 Application for Personal Identity Verification;

10. TRAVEL REQUIREMENTS

IRS expects up to six (6) trips where contractor travels to IRS facility in Martinsburg, WV or another IRS location designated by the Program Managers (local and city-to-city) may be required in the performance of this Task Order. Contractor shall comply with the following minimum standards:

• Travel for contract-related work must be approved by COR prior to travel.

• Invoices for contract-related travel shall be submitted containing all receipts for city-to-city travel (such as air and train), parking, rental vehicle, tolls, and lodging.

• The Contractor shall comply with the guidance of the Federal Joint Travel

Regulations (“JTR”).

• Invoice for travel related activities shall be submitted within 30 days of completion of travel

Travel costs. $5,000.00 was made available from the Program Office.

11. INSPECTION AND ACCEPTANCE

Inspection at the Government’s locations stated herein in accordance with FAR 8.406-2 “Inspection and Acceptance”

11.1 Specific Acceptance Criteria

The specific quality measures as set forth below will be applied to each deliverable received from the contractor under this contract. Any perceived conflict with the quality measures listed below should be immediately reported to the Contracting Officer.

Accuracy – Deliverables shall be accurate in presentation, technical content and specifications and adherence to accepted elements of style.

Clarity - Deliverables shall be clear and concise. All diagrams shall be easy to understand and relevant to the supporting narrative.

Specifications Validity – All deliverables must satisfy the requirements of the Government as specified herein.

File Editing - All text and diagrammatic files shall be editable by the Government.

Format - Deliverables shall be submitted electronically as defined in the PWS.

Deliverables shall be produced using Microsoft Office 2016 Professional.

Timeliness – Deliverables shall be submitted in accordance with the days identified in the chart above.

11.2 Rejection Procedures

Any deliverable that does not comply with the acceptance criteria outlined in Section 8.1, “Specific Acceptance Criteria” shall be considered rejected. The FAC-COR has 10 business days to inform the contractor that the deliverable is rejected, and the contractor has 5 business days to re-submit the deliverable for inspection and acceptance. The number of days allotted to the contractor for re-submission of deliverables maybe adjusted if agreed upon by both parties. This process will continue as required until acceptance has been issued by the FAC-COR.

11.3 Quality Assurance Plan

The deliverables will be reviewed by the IRS Program Manager. The IRS Program Manager will provide formal feedback on required changes to the FAC-COR. Formal feedback shall be communicated by the FAC-COR to the Contractor within 10 business days of delivery. The Contractor shall respond with a revision within 5 business days.

The contractor shall notify the Contracting Officer (CO) and the FAC-COR if a Deliverable delivery date is at risk. The contractor shall notify the CO and FAC-COR when content required to complete the work has not been provided.

12. Contract Administration Data

a. Contracting Officer

The Contracting Officer responsible for administration of this contract is:

The Contracting Officer, in accordance with FAR Subpart 1.6, is the only individual authorized to enter into, administer, and terminate work under this contract.

Notwithstanding any clauses contained elsewhere in this contract, this said authority remains solely with the Contracting Officer. In the event the Contractor makes any changes at the direction of any person other than the Contracting Officer, the change will be considered to have been made without authority and no adjustment will be made in the contract price to cover any increase in cost incurred as a result thereof. All correspondence related to this contract shall be directed as follows:

The Contracting Officer for individual orders placed under this contract will be noted on the order. All orders placed under this contract shall contain the following information:

(a) Date of order

(b) Contract Number, Order Number, Item number, Description, Quantity, and Unit Price

(c) Delivery or Performance Date

(d) Place of Delivery

(e) Packing, unpacking, and shipping instructions, if any

(f) Accounting and Appropriation Data

(g) Any other pertinent information

b. Points of Contact

Contracting Officer Representative (COR):

Name: Daniel Brennan Phone: 470-639-2708 E-mail: Daniel.j.brennan@irs.gov

Contracting Officer (CO):

Name: JW Terry E-mail: jw.r.terry@irs.gov

Contracting Specialist Name: Rickey N. Lawrence II E-mail: rickey.n.lawrenceii@irs.gov

Manager of Record (MOR):

Name: Vaishali Narkhede Phone: 469-801-0551 Email: Vaishali.p.narkhede@irs.gov