0404-03_-_PPM_Services_-_SOW_rev3.docx
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- Princple Period of Maintenance Services
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- N0017819QP046
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| 0404-03_-_PPM_Services_-_Rqts_List.xlsx | XLSX spreadsheet |
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LAB EQUIPMENT MAINTENANCE
STATEMENT OF WORK
1.0 OVERVIEW
This Statement of Work (SOW) describes the requirement for preventive and remedial maintenance services for Government-owned commercial computer equipment under the cognizance of the Integrated Warfare Systems Lab (IWSL). The equipment consists mainly of Hewlett Packard and former Digital Equipment Corporation (Compaq) CPUs (Alpha and Intel), and peripherals and networking components from Digital Equipment Corporation (Compaq) and other manufacturers. The equipment covered by the contract is located at the Naval Surface Warfare Center Dahlgren Division (NSWCDD).
This is a firm-fixed price contract requiring preventive maintenance and on-call remedial maintenance (remedial maintenance during the Principal Period of Maintenance (PPM). The PPM for this contract is 16 hours per day, Monday through Friday, 0500 – 2100, excluding federal holidays. During the PPM, the contractor shall respond onsite to calls for service within four (4) hours and return the equipment to normal service (i.e. return the hardware and operating system to regular operation) within twelve (12) hours from the time service is requested. The contract also contains requirements for the contractor to enter data into an onsite system service log. Contractor maintenance personnel that require access to the equipment to be maintained shall possess and maintain at least a SECRET level security clearance.
| 2.0 | APPLICABLE DOCUMENTS/DEFINITIONS |
| 2.1 | Applicable Documents: |
| 2.1.1 | Original Equipment Manufacturer (OEM) Specifications; |
| 2.1.2 | Equipment List (attached); |
| 2.1.3 | NAVSWC 5239.1, Department of the Navy Information Assurance Manual; and |
| 2.1.4 | DD254, Department of Defense Contract Security Classification Specification (attached); |
| 2.2 | Definitions: |
| 2.2.1 | Contracting Officer’s Representative (COR) - The Government person responsible for technical matters under the contract, acceptance of services/review of invoices, and general coordination among the contractor, System Administrators, and the Contracting Officer. |
| 2.2.2 | Down Time – The time from when a Government Representative makes a request for service from the contractor until the time equipment is returned to the Government in operable condition (i.e. the hardware and operating system ready for regular operation) ready to perform the scheduled workload. The maximum allowable Down Time under this contract is twelve (12) PPM hours. Down Time is only accumulated during the PPM when the contractor is provided access to the equipment. |
| 3.0 | REQUIREMENTS |
| 3.1 | The contractor shall provide all labor, equipment, tools, materials, parts, test equipment, travel, transportation, management and supervision, training, and other items and services necessary to maintain the overall functional operation of the equipment on-site at the NSWCDD. |
| 3.2 | Maintenance service shall provide coverage for all mechanical, electrical, and electronic components of the equipment in accordance with the Original Equipment Manufacturer (OEM) specifications. |
| 3.3 | Repair parts may be furnished on an exchange basis (i.e., parts replaced become the property of the contractor). Some removed parts may need to remain on-site temporarily to be sanitized before release to the contractor (example – disk drives). In some cases, failed parts may need to be destroyed on-site and not be released at all. |
| 3.4 | It is the responsibility of the contractor to maintain and store spare parts. The government may provide storage space for spare parts as available. |
| 3.5 | Equipment Lists |
The Government believes the listed equipment to be in good operating condition and at the current revision levels (i.e., eligible for OEM maintenance). The successful contractor may inspect the equipment without charge to the government. Within 60 days from date of award, if the listed equipment is found not to be in good operating condition, the contractor shall immediately notify the government and provide a written estimate of the cost to bring the piece(s) of equipment up to good operating condition. The government may request the contractor to update the equipment to good operating condition.
| 3.5.1 | The equipment listed in the attached equipment lists are identified by OEM ordering part number and/or equipment plate identification information. It is the responsibility of the contractor to perform any necessary cross referencing required for equipment identification. |
| 3.6 | No remote diagnostics (a communications link to any equipment outside of the site or carried from the site) shall be allowed for classified systems. Remote diagnostics may be authorized for unclassified systems upon approval by the proper Government authority. |
| 3.6.1 | The contractor shall have any Automated Information Systems (AIS) equipment utilized on this contract configured to meet requirements as stated in NAVSWC 5239.1 (i.e. accreditation, virus protection, logging, etc.) |
| 3.6.2 | The contractor is responsible for the actions of his employees and subcontractors performing under this contract. The contractor shall not disseminate information concerning means of access (entry) to any system or component under contract. The contractor shall not introduce any software that affects in any way the performance of any component or of the system as a whole (virus, etc.). The contractor is liable for costs to rectify the situation if determined that contractor’s equipment or negligent use of tools introduced a virus etc. |
| 3.7 | Maintenance shall include any firmware installation required as part of remedial service to restore the equipment to the previous operational state. The contractor shall notify the government when a firmware upgrade is required. If the firmware upgrade is available free of charge, it will be furnished and installed by the contractor. If a cost is associated with the firmware upgrade, it will be the responsibility of the government to obtain the firmware and the responsibility of the contractor to install it. |
| 3.8 | Preventive Maintenance (PM) shall be performed to keep the systems in good operating condition. |
| 3.8.1 | Preventive maintenance shall be scheduled and performed so as not to interfere with Government operations. Government operation prime time is 0630-1800, Monday through Friday. |
| 3.8.2 | The contractor shall communicate all PM schedules to ensure operations are not affected. |
| 3.9 | Remedial Maintenance |
| 3.9.1 | The Contractor shall provide on-call maintenance services during Principal Period of Maintenance (PPM), 0500-2100, Monday through Friday (not including Federal Government holidays). |
| 3.9.2 | On-site response by qualified Contractor maintenance personnel fully prepared to diagnose and repair non-functioning equipment shall be within (4) hours from the time that the Government notifies the Contractor that remedial maintenance is required. |
| 3.9.3 | If the Contractor personnel fail to arrive at the site prepared to respond to the reported problem within the designated response time, the Contractor shall grant a credit to the Government. Service is expected to continue until the equipment is operational. |
| 3.10 | Response Time Credits |
| 3.10.1 | If equipment remains unusable due to an equipment malfunction, through no fault or negligence of the Government, for a total of twelve (12) PPM hours or more the Contractor shall (1) provide technical expert assistance to the maintenance personnel to determine the cause of the malfunction and the appropriate corrective action and (2) grant a credit to the Government. |
| 3.10.2 | Equipment shall not be removed from the Government sites for repair unless authorized by the COR and a loaner/replacement unit of the same make/model is installed at the site prior to the removal of the faulty equipment. |
| 3.10.3 | There shall be no additional charges for off-site repairs and loaner equipment. |
| 3.10.4 | The Contractor shall be responsible for all equipment from the time that it is removed from the facility until it is returned, installed, and proven to be in good operating condition. |
| 3.10.5 | If after Remedial Maintenance is performed, the piece of equipment fails or malfunctions with the same defect within two (2) days, the Contractor shall respond within 4 hours of notification and return the equipment to usable condition, even if outside the PPM, at no additional charge to the Government. |
| 3.10.6 | If the Contractor responds to a maintenance call and determines that the problem resulted from a malfunctioning attachment that is not under the scope of this contract, the Contractor shall (1) notify the COR or System Administrator of the problem, and (2) assist/advise the COR or System Administrator as to the source of the malfunction. |
| 3.11 | Equipment Modifications |
| 3.11.1 | Modifications - The Government retains the right to make minor changes to system hardware common to the engineering development environment. This may include such things as installation of interface boards, connection to external signal and communication lines, relocation of equipment, or system re-configurations. This shall be with no change in the fixed monthly maintenance prices. |
| 3.12 | Non-Billables |
There shall be no additional charges for the following:
| 3.12.1 | Replacement parts, unless such parts are required due to the fault or negligence of the Government. |
| 3.12.2 | Preventive maintenance – The only exception is Preventive Maintenance specifically requested by the contract COR to be performed outside the PPM. This request must be in writing. |
| 3.12.3 | Remedial maintenance, which was requested during the Principal Period of Maintenance. The only exception is if the COR or Contracting Officer specifically requests that service be provided outside of the PPM. This request must be in writing. |
| 3.12.4 | Time spent by maintenance personnel after arrival at the site awaiting the arrival of additional maintenance personnel and/or delivery of parts, etc., after a service call has commenced. |
| 3.12.5 | Remedial maintenance required on any machine when the scheduled preventive maintenance for that machine preceding the malfunction had not been performed (unless deferred by the Government). |
| 3.12.6 | Remedial maintenance required within a 2-day period due to a recurrence of the same malfunction. |
| 4.0 | 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 COR. All travel shall be conducted in accordance with the Federal Travel Regulations (FTR). Travel to NSWCDD throughout the period of performance is anticipated.
| 5.0 | RESPONSIBILITIES OF THE GOVERNMENT |
| 5.1 | Government personnel will not perform maintenance or attempt repairs to equipment while such equipment is subject to Contractor maintenance under the purview of this contract, unless agreed by the Contractor/Contractor personnel. |
| 5.2 | Subject to security regulations, the Government will permit access to the equipment which is to be maintained. |
| 5.3 | The Government will provide reasonable computer system resources for installation and use by the Contractor of its maintenance aids, including maintenance software updates and modifications to maintenance aids. |
| 6.0 | TECHNICAL POINT OF CONTACT |
The COR will be identified at the time of contract award.
7.0 SECURITY
Some of the equipment to be maintained is in a classified environment. Contractor maintenance personnel that require access to the equipment to be maintained shall be cleared to the level of SECRET. Access to classified spaces and handling of classified material shall be in accordance with DD Form 254. The security clearance of each individual must be on file with the Security Officer at the Naval Surface Warfare Center Dahlgren Division.
| 7.1 | Electronic Spillage |
| 7.1.1 | 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. |
| 7.1.2 | 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 contract number, incident specifics and associated costs for cleanup. 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. |
| 7.2 | Portable Electronic Devices (PEDs) |
| 7.2.1 | 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 to allow for communications in emergent situations. The Contractor shall ensure that onsite personnel remain compliant with the NSWCDD PED policy NSWCDDINST 5239.3 (series). 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, laptops, radios, compact discs, smart watches, phones, digital voice recorders 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, recordable CDs, DVDs, MP3 players, iPADs, digital picture frames, electronic book readers, kindle, nook, cameras, external hard disk drives, and floppy diskettes. |
| 7.2.2 | 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. |
| 7.2.3 | Personally owned hardware or software shall not be connected or introduced to any NSWCDD hardware, network or information system infrastructure. |
QUALITY ASSURANCE SURVEILLANCE PLAN
This Quality Assurance Surveillance Plan (QASP) has been developed to evaluate contractor actions while implementing this Statement of Work. It is designed to provide an effective surveillance method of monitoring contractor performance for each listed objective, both onsite and offsite of the IWSL equipment represented in attachment Equipment List J.1.
The QASP provides a systematic method to evaluate the hardware maintenance provided.
This QASP is based on the premise that the Government desires to maintain the IWSL commercial equipment in good operating condition during the Principal Period of Maintenance.
The contractor, and not the Government, is responsible for management and quality control actions to meet the terms of the contract. The role of the Government is quality assurance to ensure contract standards are achieved.
In this contract, the quality control program is the driver for product quality. The contractor is required to develop a comprehensive program of inspections and monitoring actions. The first major step to ensuring a “self-correcting” contract is to ensure that the quality control program approved at the beginning of the contract provides the measures needed to lead the contractor to success.
Once the quality control program is approved, careful application of the process and standards presented in the remainder of this document will ensure a robust quality assurance program.
| Performance Objective |
| Performance Standard |
| Performance Threshold |
| Preventative Maintenance (PM) and On-Call Remedial Maintenance (RM) |
| Equipment placed under maintenance service will be in good operating condition. |
Preventive Maintenance (PM) shall be performed to keep the systems in good operating condition. If the equipment is not in good operating condition (i.e., not eligible for OEM maintenance), the Contractor shall repair or replace the items. The preventive maintenance and on-call remedial maintenance requires the contractor to respond to onsite calls for service within four (4) hours and return the equipment to normal service (i.e. return the hardware and operating system to regular operation) within forty-eight (48) hours from the time service is requested. The Contractor shall provide on-call maintenance services during Principal Period of Maintenance (PPM), 0700-2100, Monday through Friday (not including Federal Government holidays).
95% of all PM and RM performed IAW SOW
SURVEILLANCE: The Contracting Officer’s Representative (COR) will receive feedback from Government personnel and pass them to the contractor for action.
STANDARD: 95% of all maintenance is without customer complaints for the month or service period. The COR shall notify the Contracting Officer for appropriate action in accordance with FAR 52.212.4, Contract Terms and Conditions-Commercial Items (February 2007) or the appropriate Inspection of Services clause, if any of the above service areas exceed five customer complaints.
PROCEDURES: Any Government employee that observes unacceptable services, either incomplete or not performed, for the above performance objective should immediately contact the COR and the COR will complete appropriate documentation to record the complaint and resolution.
SURVEILLANCE: The Government COR will evaluate the services required to ensure compliance.
STANDARD: The Contractor shall perform all work required in a satisfactory manner in accordance with the appropriate SOW paragraph. The COR shall not consider the tasking complete until all deficiencies have been corrected.
PROCEDURES: The Government COR will inspect all work tasks required to ensure contractor compliance with the Statement of Work (SOW) each time the service(s) is performed. Record results of inspection, noting the date and time of inspection. If inspection indicates unacceptable performance, notify the contractor of the deficiencies for correction. The Contractor shall execute an agreeable plan to correct the unacceptable performance.
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