MS_PREMIER_SERVICES_SOW_-_Copy_for_posting.doc
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- MS PREMIER SERVICES Federal contract opportunity
- Solicitation number
- N00178-16-R-2031
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MS PREMIER SUPPORT STATEMENT OF WORK (SOW)
1.0 BACKGROUND
| The Naval Systems Engineering Resource Center | (NSERC) is the Navy's leading resource for collaborative engineering services and Systems Engineering | (SE) tools. Its primary focus is to support and improve SE interoperability across the Naval Research, Development, Test, and Evaluation | (RDT&E) communities by providing access to common |
| System Engineering tools, resources, and processes. NSERC equips SEs to analyze, trace and output Requirements, Architectures, Modeling, Configuration, Change, Risk Management and Reliability & Maintainability | (R&M). Customized solutions are developed across collaborative engineering environments that integrate with NSERC's best of breed engineering tool suite. |
2.0 APPLICABLE DOCUMENTS
REQUIREMENTS
The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items/services necessary to support the following:
The contractor shall provide support and expertise to enhance the existing network, increase and improve availability of mission applications and troubleshoot and resolve problems with all applicable uNSERC/sNSERC IT equipment during the contract period. This support shall include the following:
The contractor shall provide Microsoft Premiere Services (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 requirements.
The contractor shall provide support to the government by delivering problem and break-fix resolution reaching back to Microsoft product groups and developers as needed to provide solutions.
| The contractor 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. | |
| The contractor shall provide 400 hours of support from a designated Service Account Manager | (SAM) to ensure support related to Microsoft products. |
The SAM shall serve as the point of contact and shall provide the government feedback regarding the support services to other contractor groups.
The SAM shall provide planning and resource facilitation to include orientation and planning sessions conducted with government management and staff.
The SAM shall attend status meetings scheduled by the government to discuss support service activities, monitor government satisfaction levels, and discuss actions or adjustments that may be required.
The SAM shall provide escalation management to support issues that require escalation to other resources under the contractor purview and closely manage and expedite resolution.
The contractor shall provide program management support by a cleared, designated, Microsoft services resource to coordinate with government leadership.
The Program Manager shall be responsible for overall delivery of Microsoft services and may travel to other local sites as needed based on operational and service delivery and management requirements.
The Program Manager shall oversee and administer the overall quality assurance, staffing coordination, and shall be the single contact point for all Microsoft services delivery.
3.4 The contractor shall provide Problem Resolution Support (PRS) assistance for problems caused by Microsoft products 24 hours a day, 7 days a week, 365 days per year.
The contractor shall provide MPS Problem Request Break-Fix SME assistance for problem resolution break-fix support requests.
The contractor shall provide Incidents on/off site support in response to an assisted break-fix support request to address specific critical problems.
| 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. |
| The contractor shall provide 140 hours of technical support customer interaction via phone based Problem Resolution Support | (PRS) or Support Assistance limited to US citizens for issues involving |
| the following products: Windows, 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 and Microsoft Communications Server and Microsoft Lyne. |
The· contractor shall provide the latest knowledge on Microsoft technologies to enhance Government in-house support.
The contractor shall provide 800 hours of access to Designated Support Professionals (DSP) to manage problem requests that are submitted to the Designated Support Team through escalation or when planned deployments are based on DoD requirements. This includes support for Sharepoint Technologies and SQL Technologies.
The contractor shall provide 400 hours of application development management support delivering strategic advice on development and testing methodologies and on development issues encountered while using Microsoft products.
The contractor shall provide 10 Workshop Library on Demand (WLOD) subscriptions to provide proactive technical information to assist in the design, development or deployment of Microsoft technologies.
All contractor support and services under this SOW shall be limited to the established hours set in the contract.
4.0 DELIVERABLES
The contractor shall provide reports per CDRL AO O l.
5.0 GOVERNMENT-FURNISHED PROPERTY/MATERIAL/INFORMATION (GFP/GFM/GFI)
The Government will provide all required equipment and documentation required to accomplish this work.
6.0 SECURITY
| The Department of Defense Contract Security Classification Specification | (DD254) provides the security classification | |
| requirements for this effort. | The contractor shall obtain facility and personnel security clearances as required by the Department Industrial Security Program prior to starting to work on tasks requiring clearances. | Access to classified spaces and material and generation of classified material shall be in accordance with the NISPOM and the NSWCDD Command Security Manual |
Facility Clearance: The Contractor shall possess and maintain a SECRET facility clearance as verified within the Industrial Security Facility Database.
Physical Security: No safeguarding of classified material is authorized at the contractor facility. Safeguarding will only be required at the actual performance site listed in Block 13 on the DD254. Actual performance site' s security regulations and guidelines will apply.
Electronic Spillages (ES) are unacceptable and pose a risk to national security. An electronic spillage is defined as classified data placed on an information system (IS), media or hardcopy document possessing insufficient security controls to protect the data at the required classification level, thus posing a risk to national security (e.g., sensitive compartmented information (SCI) onto collateral, Secret onto Unclassified, etc). The contractor's performance as it relates to ES will be evaluated by the Government. ES reflects on the overall security posture of NSWCDD and a lack of attention to detail with regard to the handling of classified information of IS security discipline and will be reflected in the contractor's performance rating. In the event that a contractor is determined to be responsible for an ES, all direct and indirect costs incurred by the Government for ES remediation will be charged to the contractor.
NSWCDD Security will continue to be responsible for the corrective action plan in accordance with the security guidance reflected on the DOD Contract Security Classification Specification
| - DD254. | NSWCDD Security will identify the contractor facility and contract number associated with all electronic spillages during the investigation that involve contractor support. | NSWCDD Security will notify the Contracts Division with the contractor facility name and cortract number, incident specifics and associated costs for clean up. | The Contracting Officer will be responsible to work with the Contractor Facility to capture the costs incurred during the | |
| spillage clean up. | The Contractor is also responsible for taking Information Security Awareness training annually, via their Facility Security Officer | (FSO), as part of the mandatory training requirements. | If a spillage occurs additional training will be required to prevent recurrence. | |
| Portable Electronic Devices (PEDs): | Non-government and/or personally owned portable electronic devices | (PEDs) are prohibited in all NSWCDD buildings with the exception of personally owned cell phones which are authorized for use in spaces up to and including Controlled Access Areas. | The Contractor shall ensure the onsite |
personnel remain compliant with this PED policy. NSWCDD instruction defines PEDs as the following: any electronic device designed to be easily transported, with the capability to store, record, receive or transmit text, images, video, or audio data in any format via any transmission medium. PEDs include, but are not limited to, pagers, laptops, radios, compact discs and cassette players/recorders. In addition, this includes removable storage media such as flash memory, memory sticks, multimedia cards and secure digital cards, micro drive modules, ZIP drives, ZIP disks, CD-RWs, DVD-RWs, MP3 players, iPADs, digital picture frames, electronic book readers, kindle, nook, cameras, external hard dish drives, and floppy diskettes.
PEDs belonging to an external organization shall not be connected to NSWCDD networks or infrastructure without prior approval from the NSWCDD Information Assurance and Compliance Branch. This approval will be granted using the TARIS form and action tracker process.
Personally owned hardware or software shall not be connected or introduced to any NSWCDD hardware, network or information system infrastructure.
7.0 TRAVEL
| The contractor will be required to travel in performance of this contract. | The number of trips and types of personnel traveling shall be limited to the minimum required to accomplish work requirements and shall be coordinated with the technical point of contact. | All travel shall be conducted in accordance with the Federal Travel Regulations | (FTR). | The following travel is | |
| anticipated: | Travel to the NSWCDD 36 times throughout the period of performance is anticipated. |
8.0 TECHNICAL POINT OF CONTACT
To be provided at time of award.
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