SOW 21-1A7 Eyelit_Redacted.doc

STATEMENT OF WORK (SOW)

DMEA 21-1A7

9 November 2020

Project Engineer: James St Charles, DMEA/ Contract Officer Representative:

1.0 SCOPE

1.1 TITLE: DMEA Eyelit MES Support

1.2 APPLICABILITY:

1.3 BACKGROUND: Contractor support for MES software from Eyelit is critical to the DMEA mission..

1.4 PURPOSE: To purchase Eyelit MES Support that encompasses both standard and emergency support as outlined in the Eyelit Support Policy. Support is defined as entirely remote contact and Eyelit will not require direct access to DMEA systems or property.

2.0 REFERENCED GOVERNMENT PROVIDED RESOURCES: None

2.1 GOVERNMENT DOCUMENTS:

2.2 OTHER DOCUMENTS:

2.3 GOVERNMENT FURNISHED EQUIPMENT: None

2.4 GOVERNMENT FURNISHED INFORMATION: None

2.5 GOVERNMENT FURNISHED FACILITIES/ACCESS: None

3.0 REQUIREMENTS: The contractor shall provide the following Products and Services:

3.1 GENERAL REQUIREMENTS:

3.2 PROGRAM MANAGEMENT: None

3.2.1 TECHNICAL INTERCHANGE MEETINGS (TIMs): None

3.3 TASK REQUIREMENTS

3.3.1 REQUIREMENT

As outlined in the MES Support Policy, the contractor shall provide “Standard Product Support” via telephone and/or e-mail Monday to Friday from 6:00 AM to 5:00 PM Pacific Time, excluding holidays. All severity level one, two, and three support emails and calls shall be responded to and support provided during these hours.

Per the MES Support Policy, the Contractor shall also provide “Emergency Product Support” 24 hours a day, 365 days a year, including holidays. Only critical severity level one “production down” emergency emails and calls shall be responded to.

3.4 PROGRAM SUMMARY: None

4.0 POINTS OF CONTACT:

DMEA/ MEFB / PE

Address: 4234 54th Street

McClellan, CA 95652-2100

Voice:

E-Mail:

DMEA/ MEFC / COR

Voice:

E-Mail: