E.1 REVISED RFP PWS Attachment 1 Help Desk Matrix.docx

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USMC Public Key Infrastructure (PKI) Support Services RFP Synopsis
Solicitation number
M0026425R0013
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This document is a Performance Work Statement (PWS) Attachment 1 Help Desk Incident Handling Matrix for the United States Marine Corps (USMC) Public Key Infrastructure (PKI) Support Services contract. The matrix details precise incident response and resolution timelines for different ticket priority levels, ranging from Critical (P1) to Low (P4) tickets. Critical tickets require technician assignment within 10 minutes, updates within 90 minutes, and full resolution within 8 hours, while Low priority tickets have more extended timelines of 60-minute assignment and up to 7 days for resolution.

The matrix also outlines specific requirements for additional technical services, including SIPRnet token issuance within 21 days of a validated request, SSL/TLS certificate approvals within three business days, PKI systems patching/vulnerability remediation, and application upgrades for specific PKI software within 30 days of government decision. The solicitation (M0026425R0013) has been amended, with the submission deadline extended to 2 October 2025 at 10:00 a.m. ET, indicating an ongoing procurement process for comprehensive PKI support services for the Marine Corps.

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Other files

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E2 M0026425R0013 Amendment 0002.pdf PDF
E2 REVISED RFP Attachment 4 Price Workbook_.xlsx XLSX spreadsheet
E1 M0026425R0013 Amendment 0001.pdf PDF
E.1 RFP Attachment 1 QA Final.xlsx XLSX spreadsheet
E.1 REVISED RFP Attachment 4 Price Workbook_.xlsx XLSX spreadsheet
E1 Draft RFP Q_A.pdf PDF
E1 Industry Day Q_A.pdf PDF
E.1 REVISED RFP Attachment 2 Staffing Matrix.xlsx XLSX spreadsheet
E.1 REVISED RFP Attachment 3a Past Perf Questionnaire.docx DOCX document
D.0 Industry Day slides -- Redacted Brief.pdf PDF
D.1 RFP Attachment 3 Past Performance.docx DOCX document
D.1 RFP PWS Attachment 1 Help Desk Matrix.docx DOCX document
D.1 RFP PWS Attachment 3 DD254.pdf PDF
D1. RFP M0026425R0013.pdf PDF
D.1 RFP Attachment 1 Q&A.xlsx XLSX spreadsheet
D.1 RFP Attachment 2 Staffing Matrix.xlsx XLSX spreadsheet
D.1 RFP Attachment 3a Past Perf Questionnaire.docx DOCX document
D.1 RFP Attachment 4 Price Workbook.xlsx XLSX spreadsheet
D.1 RFP PWS Attachment 2 MECS.docx DOCX document
D.1 RFP PWS GFP Attachment 4.xlsx XLSX spreadsheet
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PWS Attachment 1 Help Desk Incident Handling Matrix

PWS Attachment 1

Note: All Desired Outcomes are in reference to PWS Section 4.

PWS Section
Desired Outcomes

Required Service

4.2.1 4.4 4.4.2 4.4.3 4.4.8 4.5.3 4.6

Assignment of critical (P1) tickets to technician in 10 minutes
Critical (P1) tickets assigned to technician

4.2.1 4.3 4.4 4.4.2 4.4.3 4.4.8 4.6

Updates of critical (P1) tickets in 90 minutes
Critical (P1) ticket updates

4.2.1 4.3 4.4 4.4.2 4.4.3 4.4.8 4.6

Updates at Pending Status of Critical (P1) tickets in 90 minutes
Critical (P1) ticket updates at Pending Status

4.2.1 4.3 4.4 4.4.2 4.4.3 4.4.8 4.6

Resolution of Critical (P1) tickets in 8 hours
Critical (P1) tickets resolved

4.2.1 4.3 4.4 4.4.2 4.4.3 4.4.8 4.6

Assignment of High (P2) tickets to technician in 30 minutes
High (P2) tickets assigned to technician

4.2.1 4.3 4.4 4.4.2 4.4.3 4.4.8 4.6

Updates of High (P2) tickets in 12 hours
High (P2) ticket updates

4.2.1 4.3 4.4 4.4.2 4.4.3 4.4.8 4.6

Updates at Pending Status of High (P2) tickets in 24 hours
High (P2) ticket updates at Pending Status

4.2.1 4.3 4.4 4.4.2 4.4.3 4.4.8 4.6

Resolution of High (P2) tickets in 24 hours
High (P2) tickets resolved

4.2.1 4.4 4.4.1 4.4.2 4.4.3 4.4.8 4.4.13 4.5.3

Assignment of Medium (P3) tickets to technician in 60 minutes
Medium (P3) tickets assigned to technician

4.2.1 4.4 4.4.1 4.4.2 4.4.3 4.4.8 4.4.13 4.5.3

Updates of Medium (P3) tickets in 72 hours
Medium (P3) tickets updates

4.2.1 4.4 4.4.1 4.4.2 4.4.3 4.4.8 4.4.13 4.5.3

Updates at Pending Status of Medium (P3) tickets in 7 days, 4 hours
Medium (P3) ticket updates at Pending Status

4.2.1 4.4 4.4.1 4.4.2 4.4.3 4.4.8 4.4.13 4.5.3

Resolution of Medium (P3) tickets in 4 days
Medium (P3) tickets resolved

4.2.1 4.4 4.4.1 4.4.2 4.4.3 4.4.8 4.4.13 4.5.3

Assignment of Low (P4) tickets to technician in 60 minutes
Low (P4) tickets assigned to technician

4.2.1 4.4 4.4.1 4.4.2 4.4.3 4.4.8 4.4.13 4.5.3

Updates of Low (P4) tickets in 7 days
Low (P4) ticket updates

4.2.1 4.4 4.4.1 4.4.2 4.4.3 4.4.8 4.4.13 4.5.3

Updates at Pending Status of Low (P4) tickets in 14 days
Low (P4) ticket updates at Pending Status

4.2.1 4.4 4.4.1 4.4.2 4.4.3 4.4.8 4.4.13 4.5.3

Resolution of Low (P4) tickets in 7 days
Low (P4) tickets resolved

4.2.1 4.2.3

SIPRnet token issuance must be completed within 21 days of a validated request
SIPR tokens must be provided to the SIPRnet Trusted Agents within 21 days of a validated request

4.2.1 4.2.3 4.7

SSL/TLS Certificate Approval
SSL/TLS certificates must be approved within three business days upon receipt of a validated request

4.4 4.4.8 4.6.2 4.6.3 4.7

PKI Systems patching/vulnerability remediation
PKI Systems must be patched/remediated within proscribed time-lines.

4.4 4.4.3 4.4.4 4.4.8 4.7

Application upgrades/updates
PKI software, under the responsibility of DoDIN/PKI to include Axway Validation Authority, HID ActivClient, 90 Meter Smart Card Manager and others as required by the DoD PKI Program of Record must be upgraded/updated within 30 days of Government Decision

UNCLASSIFIED

UNCLASSIFIED

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