SPECTRA_LOGIC_STATEMENT_OF_WORK_1.pdf

Attachment II

STATEMENT OF WORK

SPECTRA LOGIC ONSITE SUPPORT

1. Background

Bureau of Prisons Information Technology Network (BOPNet) has hundred twelve (112) Spectra Logic Libraries. A T950 is located at the Bureau Central office in Washington, DC, and T200’s are located to various Bureau’s locations. The libraries run LTO-5 tape drives and use the encryption feature of the drives to secure all data backed up. The libraries have independent keys so the libraries can encrypt and decrypt media generated locally.

2. Objectives

• Telephone Support

24 hours a day, 7 days a week, 365 days a year.

• Parts Replacement

A field service representative will bring the required part(s) to the Customer's site.

• On Site Parts Replacement

A field service representative will be dispatched once troubleshooting steps deemed necessary by

Spectra have been completed, and Spectra has determined that a part replacement is required.

Dispatch is at the discretion of Spectra and the

Customer may be requested to replace the part if appropriate.

A field service representative will arrive after dispatch within 4 hours including evenings, weekends and holidays.

Customer may specify a time of arrival after the four-hour window.

• Remote Troubleshooting

24 hours a day, 7 days a week, 365 days a year.

• Storage Crisis Lifeline Disaster Recovery Program

Once documentable disaster is established, loaner unit will ship within 24 business hours for use by the customer for up to 3 weeks. The type of loaner unit will be determined by Spectra based on the

Customer's needs.

Remote or On Site installation assistance will be available at the discretion of Spectra.

• Web Portal – access to the Support Web Portal, knowledge base and online documentation.

24 hours a day, 7 days a week, 365 days a year.

• Software and Firmware Upgrades – BlueScale software releases and firmware updates available for the Customer to download and install.

3. Scope

• Telephone Support

08:00 to 17:00 during the standard business week of the country where the equipment is registered with

Spectra, excluding any nationally recognized holidays in that location.

• Parts Replacement

08:00 to 17:00 during the standard business week of the country where the equipment is registered with

Spectra, excluding any nationally recognized holidays in that location.

Next business day delivery of parts. Parts will be shipped once the troubleshooting steps deemed necessary by Spectra have been completed, and Spectra has determined that a part replacement is required.

Parts must ship by 14:30 (Mountain Time) to arrive the next business day.

• On Site Parts Replacement

A field service representative will be dispatched once troubleshooting steps deemed necessary by

Spectra have been completed, and Spectra has determined that a part replacement is required.

Dispatch is at the discretion of Spectra and the

Customer may be requested to replace the part if appropriate.

A field service representative will arrive after dispatch the following business day 08:00 – 17:00

(local time of equipment site as registered with

Spectra), excluding holidays. Dispatches after 17:00

(local time of equipment site) will be considered the next business day.

• Remote Troubleshooting

08:00 to 17:00 during the standard business week of the country where the equipment is registered with

Spectra, excluding any nationally recognized holidays in that location.

• Storage Crisis Lifeline Disaster Recovery Program

Once documentable disaster is established, loaner unit will ship within 24 business hours for use by the customer for up to 3 weeks. The type of loaner unit will be determined by Spectra based on the Customer's needs.

Remote or On Site installation assistance will be available at the discretion of Spectra.

• Web Portal – access to the Support Web Portal, knowledge base and online documentation.

24 hours a day, 7 days a week, 365 days a year.

• Software and Firmware Upgrades – BlueScale software releases and firmware updates available for the Customer to download and install.

5. Security

All Bureau Facilities are secure. In the event a Spectra Logic representative needs access to either facility, the COR shall make the appropriate arrangements for the representative to receive a security escort.

The period of performance:

Base Year: 10/01/2015 through 09/30/2016

First Option Year: 10/01/2016 through 09/30/2017

Second Option Year: 10/01/2017 through 09/30/2018

Third Option Year: 10/01/2018 through 09/30/2019

Fourth Option Year: 10/01/2019 through 09/30/2020