Amendment_002_SB1341-16-RQ-0122_Attachment_II_-_Statement_of_Work.pdf

SB1341-16-RQ-0122

Attachment II – Statement of Work

Statement of Work (SOW) IBM Hardware/Software Support and Maintenance

A. SPECIFIC TASKS

1. HARDWARE SUPPORT

The Tivoli Storage Manager (TSM) Enterprise Backup System has just entered legacy mode and will be retired at the end of the period of performance of this procurement. Hardware support is needed to ensure it continues to operate in legacy mode until that time. The NIST TSM system is made up of three tape libraries, twenty tape drives, and associated required licenses for their use.

Also included are two Information Technology Laboratory (ITL) Model 515 servers.

The Contractor shall provide support services for the following hardware components. Support shall include break/fix support, as necessary. Examples of break/fix are a failed hard drive, power supply, or memory.

Service Calls

The Contractor shall respond by phone or electronically, via the IBM self-service/help desk, no later than the time specified time for the type of service (Service Type A / Service Type B) upon the Government’s request for a service call.

Service Type A: The Contractor shall provide on-site repair/exchange services 8:00 a.m. to 5:00 p.m. Eastern Time Monday through Friday with the exception of Federal holidays. The

Contractor shall respond to the Government’s request for service no later than one business day upon the Government’s request for service.

Service Type B: The Contractor shall provide on-site repair/exchange services 24 hours per day, 7 days a week (24/7). The Contractor shall make a reasonable effort to respond to the

Government’s request for service no later than four hours upon the Government’s request for service.

The Contractor shall be responsible for obtaining all parts required for all repairs. The Contractor shall make a reasonable effort to secure parts as quickly as possible after identifying the need for a replacement part for a respective hardware component. The cost of all parts and their replacement shall be assumed by the Contractor.

All repairs must return the component to the original equipment manufacturer (OEM’s) specifications.

Service Conditions The Contractor shall provide the Government a service ticket number upon all service calls.

All service provided by the Contractor must be provided by personnel who are trained in the operation, configuration, and repair of the respective hardware component. The Contractor shall provide OEM trained and authorized personnel to perform repair services.

All parts shall be approved for use with respective hardware component. The Contractor shall only employ tools, test apparatus, methodologies, techniques, and practices approved for use for each respective hardware component by the OEM.

The Contractor shall perform daily follow-ups with NIST until a given problem is resolved.

Telephone Support

The Contractor shall provide telephone support 24 hours per day, 7 days a week (24/7) throughout the period of performance.

Telephone Support must include response to questions regarding operating practices, application use, and support issues that can be diagnosed and resolved over the telephone

Specific hardware support content shall include the following, at a minimum, for the components identified in Table 1:

24/7/365 telephone support

How do I? / What if? / Is this right? calls

Patch management, available from the IBM support web site as released

Network trouble shooting

Performance testing

Third Party software mediation, version management

Knowledge Base answers

Back-up / Restore

Unbiased hardware & software support

The Contractor shall provide support services for the following hardware components identified in Table 1. All components are functioning in accordance with the OEM specifications.

Table 1 for CLIN 0010

Type/Model/

Component

Frame/Frame

Serial

Number

Serial

Number

Description Type of

Service

3584 L32 N/A 12506 Ultrascalable Tape Library

Disk & Tape Coverage for 3584-L32

Tape Library Coverage for 12506

B

3584 D32 N/A 30260 Ultrascalable Tape Library

Disk & Tape Coverage for 3584-L32

Tape Library Coverage for 12506

B

3584 D32 N/A 31980 Ultrascalable Tape Library

Disk & Tape Coverage for 3584-L32

Tape Library Coverage for 12506

B

9407 515 N/A 1EB9A System I 9407 Model 515 A

9407 515 N/A 1EC2A System I 9407 Model 515 A

3588 F4A Frame

3/1330260

7881379 TS1040 Ultrium 4 Tape Drive B

3588 F4A Frame

3/1330260

7881385 TS1040 Ultrium 4 Tape Drive B

3588 F4A Frame

3/1330260

7881832 TS1040 Ultrium 4 Tape Drive B

3588 F4A Frame

3/1330260

7881834 TS1040 Ultrium 4 Tape Drive B

3588 F4A Frame

3/1330260

7881836 TS1040 Ultrium 4 Tape Drive B

3588 F4A Frame

3/1330260

7881855 TS1040 Ultrium 4 Tape Drive B

3588 F4A Frame 1/7812506

7882025 TS1040 Ultrium 4 Tape Drive B

3588 F4A Frame 1/7812506

7882124 TS1040 Ultrium 4 Tape Drive B

3588 F5A Frame 1/7812506

78A24A A

TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

1/7812506

78A24D

TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

1/7812506

78A2496 TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

1/7812506

78A2423 TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

1/7812506

78A24D

B

TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

1/7812506

78A2497 TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

1/7812506

78A24D

TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

1/7812506

78A24D

TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

1/7812506

78A2493 TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

1/7812506

78A24D

TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

3/1330260

78ABE2

TS1050 Ultrium 5 Tape Drive B

3588 F5A Frame

3/1330260

78ABE2

F

TS1050 Ultrium 5 Tape Drive B

2. Software Support

The Contractor shall provide support services for the software licenses for the TSM as well as

Connect:Direct, which is used in the Commerce Business System (CBS) suite, as part of the

Department of Commerce administration and financial systems.

Software support shall include software patches and updates. Software patches and updates shall be available to NIST immediately upon release by IBM. Examples of such software patches are security updates and functionality enhancements.

Telephone Support The Contractor shall provide telephone support 24 hours per day, 7 days a week (24/7) throughout the period of performance.

Telephone Support must include response to questions regarding operating practices, application use, and support issues that can be diagnosed and resolved over the telephone

Specific software support content shall include the following, at a minimum, for the software identified in Table 2:

24/7/365 telephone support

How do I? / What if? / Is this right? calls

Patch management

Network trouble shooting

Performance testing

Third Party software mediation, version management

Knowledge Base answers

Back-up / Restore

Unbiased hardware & software support

The Contractor shall provide software renewals and support services for the following software components identified in Table 2. All components shall function in accordance with the OEM specifications.

Table 2 for CLINs 0001 through 0009

Item Number Description Quantity CN/Agreement/Site ID # Total

PVUs E1A1FLL (CLIN 0001)

IBM XL C for AIX Authorized User

Annual SW

Subscription & Support

Renewal

1 CN 9211743

Agreement # 82849 Site ID 7264747

1.23

E1AHNLL (CLIN

0002)

IBM XL C/C++ AIX

Authorized User

Annual SW

Subscription & Support

Renewal

10 CN 9211743

Agreement # 82849 Site ID 7264747

1.23

E029ELL (CLIN

0003)

IBM Tivoli Storage

Manager Extended

Edition 10 PVUs

2445 CN 9211743

Agreement # 82849 Site ID 7264747

24450

E00IALL (CLIN

0004)

IBM Tivoli Storage Manager Extended

Edition Client Device

800 CN 9211743

Agreement # 82849 Site ID 7264747

N/A

E029JLL (CLIN

0005)

IBM Tivoli Storage Manager for System

Backup and Recovery

10 PVUs

908 CN 9211743

Agreement # 82849 Site ID 7264747

E05HKLL (CLIN

0006)

IBM Security Key Lifecycle Manager for

Storage

18 CN 9211743

Agreement # 82849 Site ID 7264747

13.86

E06JMLL (CLIN

0007)

IBM Security Key

Lifecycle Manager

Basic Edition Install

1 CN 9211743

Agreement # 82849 Site ID 7264747

3.09

E0BXLLL (CLIN

0008)

IBM Sterling

Connect:Direct

Premium Edition

Processor Value Unit

(PVU) Annual SW

1200 CN 9318575

Agreement # 82849 Site ID 7177367

N/A

Formatted Table

Subscription & Support

Renewal

E0BXILL (CLIN

0009)

IBM Sterling Connect:Direct

Standard Edition for

Non-Production

Environment

Simultaneous Session

Annual SW

Subscription & Support

Renewal

1 CN 9318575

Agreement # 82849 Site ID 3366543

The Contractor shall provide software support services for the following. All components are functioning in accordance with the OEM specifications:

Table 3 for CLIN 0011

Item Number Description Quantity

6948-B04 IBM

TAPESW

Support Line Tape

Library / IBM Disk &

Tape Software Group for:

3584 L32 Serial 12506

9407 515 Serial 1EB9A

9407 515 Serial 1EC2A

B. PERIOD OF PERFORMANCE

The period of performance shall be February 1, 2016 through January 31, 2017.

C. PLACE OF PERFORMANCE

All work shall be completed at NIST Gaithersburg, Maryland and the Contractor’s facility.

D. DELIVERABLES

The Contractor shall submit a service ticket on any given service call. The service ticket shall include the following information:

Date and time of arrival to NIST (if applicable);

Description of service performed;

Name and quantity of any parts that were repaired;

Name and quantity of any parts that were replaced;

Names and version numbers of software installed on computer(s), if any;

Date and time of departure from NIST;

Diagnostic test results or a narrative summary demonstrating that the hardware/software is functioning in accordance with the manufacturer’s specifications;

Any comments or recommendations;

Signature of Contractor’s service person;

Signature block for NIST TPOC accepting the services rendered.

Formatted Table

E. ACCEPTANCE CRITERIA

The hardware components and software shall function in accordance with the manufacturer’s specifications prior to acceptance by the TPOC, at the time the service call is completed.