SATPC0036713 Tab 04 4 SOW..pdf

STATEMENT OF WORK

1. Objective/Requirements

This requirement will provide the National Aeronautics and Space Administration (NASA) with continued specialized Adobe Experience Manager (AEM)-FORMS technical support and consultation services in support of an enterprise on-premises hosted JEE AEM platform.

Additionally, this requirement will seek to remedy frequent high severity issues with the AEM software and AEM servers, as well as optimize configuration of the AEM servers and integrations with other systems to provide a stabilized and functional environment.

2. Characteristics, Scope, and Specs

Seeking a contractor that is an Adobe support expert in J2EE version of AEM-Forms. NASA requires on-going technical support and consultation services along with advice and technical support for AEM 6.5 and conversion of forms to Adaptive.

Expertise to complete the tasks identified in this PWS shall include the following:

• AEM-Forms server architecture

• AEM-Forms and server configuration and upgrade pathing

• AEM-Forms design

• Adobe Workbench configuration and debugging

• Advanced AEM-Forms specific JavaScript programming and best practices knowledge

• Adaptive forms integration with JEE based AEM Workbench Workflows

On-going Customer Care Support

• The contractor shall provide ongoing AEM technical support.

• Services o Review of AEM Service Packs prior to recommending Service Pack installation(s) o Provide assistance in access and planning installation for AEM Service Packs o Version upgrade planning o Infrastructure assistance o Initial setup and configuration o Regular status report and calls o Quarterly infrastructure review and analysis of key system health metrics for recommendations for improvements or changes to maintain the health of NASA’s AEM-Forms platform o Assistance with AEM Form services o Assistance with AEM Document services o JEE Workflow recommendations o Assistance with connected services o Assistance with configurations o Application support o Assistance and guidance regarding forms utilization and implementation.

o The contractor shall provide ticket response times as follows:

Production down critical issue shall be no greater than 1 hour.

Production impact non-critical tickets shall be no greater than 5 hours.

Development impact critical tickets shall be no greater than 5 hours.

Development impact non-critical tickets shall be no greater than 24 hours.

Low urgency issues shall be no greater than 48 hours.

• The service provider will not have access to any government system. The service provider shall work with APS to obtain information on system configuration, or any log files needed to perform an assessment.

3. Deliverables

Deliverable Item

Short Description Preferred Delivery

Due Date

4.1 Contractor will review and

recommend service packs as available from Adobe if applicable.

As needed As needed during period of performance

4.2 Written Quarter 1 Assessment &

Analysis

Email NLT 12/31/24

4.3 Written Quarter 2 Assessment &

Analysis

Email NLT 3/31/25

4.4 Written Quarter 3 Assessment &

Analysis

Email NLT 6/30/25

4.5 Written Quarter 4 Assessment &

Analysis

Email NLT 9/30/25

4.6 Monthly meetings between NASA

and the contractor

Teams Period of Performance, as needed

4.7 Contractor will provide on-going

support and ticket response times as listed in Phase 1

As needed As needed during period of performance

4. Period of Performance The base Period of Performance for this requirement is October 1, 2024 through September 30, 2025 with option years as follows:

Option Period 1: October 1, 2025 – September 30, 2026

5. Place of Performance NASA Marshall Space Flight Center (MSFC)/ Agency Platform Services – location for NASA’s Application and Platform Services (APS)

6. Invoicing Schedule

The Contractor will invoice the government for the entirety of the support rather than monthly or on a delivery schedule.