CISCO Performance Work Statement.docx

Performance Work Statement CISCO SMARTnet Support Services

1. Background. CISCO maintenance Services are imperative to sustain the Defense Reutilization and Marketing Service’s (DRMS) network availability and operational readiness in support of the Defense Logistics Agency’s (DLA) mission. The Defense Reutilization and Marketing Services (DRMS) located in Battle Creek, Michigan, currently utilizes various CISCO components within their infrastructure design to provide communications to both their HQ and field workforce. These components include, but are not limited to, switches, routers, and their respective firmware and operating systems, which may change as a result of security requirements imposed on DLA. To sustain this level of operational availability and readiness, these components must be kept up to date and have a mechanism in place to quickly update defective components, in a timely manner, minimizing impact to DLA’s mission.

2. Performance Objectives. The contractor shall provide all updates, patches, technical support and hardware replacement as necessary to support Cisco Software and Support Services for the DRMS, in accordance with the original equipment manufacturers specifications and this Performance Work Statement (PWS).

2.1 Scope. To retain DRMS network’s availability and readiness requires renewal of CISCO SMARTnet Support service which covers three key elements.

2.1.1. CISCO Software Upgrades and Updates. The contractor shall provide software upgrades and updates. This shall include Cisco IOS maintenance releases and updates, automatic updates, on request, of all major releases, and sophisticated upgrade planning processes, as well as maintenance fixes.

2.1.2. Full Privileges CISCO Connection Online (CCO) Access. The contractor shall provide 24x7x365 access to the Cisco Connection Online (CCO), which is an industry-leading online support and information service. This shall include the online technical tools such as Bug Toolkit, Troubleshooting engine, and IP Calculator and IOS Planner.

2.1.3. Direct Technical Assistance Center (TAC) Support. The contractor shall provide 24x7x365 access to the TAC Web site plus 24x7x365 phone access to the TAC experts.

2.2 Place of Performance. Majority of the work shall be performed at the contractor’s site. At the request of the Government and in accordance with the SMARTnet Service, the Contractor provides around-the-clock access to a global network of certified technologists through CISCO’s Technical Assistance Center (TAC).

2.3 Period of Performance. The 12 month period of performance shall commence on August 1, 2010.

3. Specific Tasks. All task deliverable shall be provided in accordance with the distribution defined under paragraph 4, Delivery, Packaging, and Shipping Instructions.

3.1 System Problem Reports (PRs) Resolution. The Government or appointed representative from the government agency will initiate a problem ticket through electronic mail, telephone, or vendor website to CISCO’s Technical Assistance Center, outlining a description of the problem and providing a point of contact for a government representative working the issue. The contractor shall support resolution of the problem(s) in a timely manner. The contractor shall respond to assigned reported problems in accordance with the Government policy, including, but not limited to:

3.1.1 High Priority (Emergency Critical). System shutdown or work stoppage. The contractor shall initiate problem resolution procedures within 4 hours of initial problem report with program fix scheduled within 1 calendar day.

3.1.2. Standard Priority 2 (Routine). System performance degraded/ Wrong Data. The contractor shall initiate problem resolution procedures within 8 hours of initial problem report with program fix scheduled within 8 hours or next business day, within no more than 5 business days.

3.1.3 Resolution Reports. Upon successful resolution of the incident, the contractor shall update the PR with all necessary information, the COR deems necessary, pertaining to the issue resolution, prior to closing the PR. The Government will obtain copies of the closed report via the TAC website, or through electronic mail.

3.2 Hardware Replacement Report. The Government or appointed representative from the government agency, will provide a comprehensive list of all hardware components, covered under this procurement, and indicate on the list; each components respective priority levels to help quickly identify necessary response times for timely replacement of components. Upon replacement of any component, the contractor shall provide (may be through TAC) a detailed explanation regarding why the component required replacement and detailed information of the replacement component to include: Model, Serial Number, OS version, and date of replacement, The contractor shall deliver all documentation in an electronic format; in accordance with paragraph 4 Delivery, Packaging, and Shipping Instructions, either via electronic mail or by placing the documents in a Contractor-accessible designated location (TAC), accessible by designated Government personnel or appointed representatives.

3.3 Operating System/ Firmware Sustainment. The Government, or appointed representative from the government agency, will require access to current OS and Firmware features, which may enable greater network capacity, improve existing security posture, and improve regulatory compliance as well as better interoperability. The contractor shall notify the Government of any new updates, via electronic mail, and ensure all new updates are provided on their website. The contractor will ensure access to this data is accessible via HTTP/FTP interfaces (WWW is acceptable). Updates will be downloaded and installed by the Government or appointed representative. Any issues surrounding the installation or download of these updates will generate a PR for resolution.

4. Delivery, Packaging, and Shipping Instructions. All firmware and operating system updates and releases will be accessible, electronically, to the Government, via HTTP/HTTPS/FTP websites. In the rare event that other means (CD-ROM, etc.) are necessary to obtain this data; releases shall be provided by the vendor at no additional cost to the Government.

5. Inspection and Acceptance by the Government. Inspection and acceptance of all work, performance, reports and other deliverables under this PWS shall be performed by either the Program Manager (PM) and/or the Contract Officer’s Representative (COR).

6. Quality Assurance. In accordance with Inspection and Acceptance criteria FAR 52.212-4 (a), the government will evaluate the contractor’s performance under this contract. Quality Assurance Personnel: The Contract Officer Representative (COR) is/are a representative of the Contracting Officer (CO) and will participate in the administration of this contract. Any matter concerning a change to the scope, prices, terms, or conditions of this contract shall be referred to the CO. The services to be performed by the contractor during the period of this contract shall, at all times and places, be subject to review by the CO or COR.

6.1 Quality Assurance Surveillance Methods. Random samplings and 100% inspection are the primary means of quality assurance surveillance. Both means of surveillance will determine if the level of performance is acceptable. If random sampling indicates unsatisfactory service, a more comprehensive sample shall be taken, up to 100% inspection.

7. Security Requirements. The following security requirements shall be met by the contractor during the period of performance as applicable.

7.1 Personal Identity of Contractor Personnel. The contractor shall comply with agency personal identity verification procedures identified in the contract that implement Homeland Security Presidential Directive-12 (HSPD-12), Office of Management and Budget guidance M-05-24 and Federal Information Processing Standards Publication (FIPS pub) Number 201. HPSD 12, signed on August 27, 2004 requires a Government-wide common identification standard for all Federal and contractor employees requiring physical access to federally controlled facilities.

HSPD-12 requires that the common identification be: (a) issued based on sound criteria for verifying an individual employee’s identity; (b) strong resistant to identify fraud, tampering, counterfeiting, and terrorist exploitation; (c) rapidly authenticated electronically; and (d) issued by providers whose reliability has been established by an official accreditation process.

HSPD-12 and its common identification standard require personal identity verification (PIV), background investigations, and suitability determinations for all affected contractor and subcontractor personnel.

Contractor employees shall have a favorably adjudicated Federal Background Investigation at the National Agency Check and Inquiries (NACI) level or above, completed and verified by DRMS Public Safety Office. Screening of the security paper work: Information contained on the security paperwork may demonstrate that a contractor employee is not suitable to be given access to the Hart Doyle Inouye Federal Center (HDIFC) or information systems thereof. DRMS Public Safety Branch will screen information entered on the security paperwork prior to OPM initiating the background investigation. For individuals with admitted, derogatory information, issuance of a CAC may be delayed pending further Public Safety Review.

Contractor Employees Requiring Access for less than 24 hours a week for 6 months: These contractor employees may be subject to the above requirements, and may have limited and controlled access to facilities and information systems.

7.2 Contract Requirements for Contractor Verification System (CVS). CVS applies to contractor employees requiring access to the HDIFC, DoD facilities or DLA information systems or at least 24 hours a week for at least 6 months. All individual contractor employees whose work under the contract requires on-site access to a federally controlled facility or logical access to a DLA information system, as described above, will be required to undergo a background investigation in order to receive access to DLA information system and Common Access Card (CAC).

7.3 Common Access Card (CAC). The CAC is used as a general identification card as well as for authentication to enable access to DoD computers networks, and certain DoD facilities. Employees issued a CAC are responsible for their proper safeguard. Loss of CAC shall be reported to the COR within twenty four hours following the discovery of loss. The contractor is responsible for ensuring that all CAC’s issued under this contract are returned to the COR at the conclusion of the contract or when contractor on-site services are no longer required, or when an individual contractor employee leaves. Termination of employees issued CAC shall be reported to the COR along with a written statement describing the circumstances surrounding the termination/completion of contract/employment and assignment at the HDIFC.

7.4 Vehicle Registration. All vehicles driven by contractor personnel shall be required to display a vehicle parking decal prior to driving or parking on federal property. Parking on Federal property will be on a “space available” basis. Contractor personnel shall complete a parking application at the General Services Administration between 8 a.m. and 4p.m. to obtain a parking decal. Personnel assigned to work 14 days or less will be issued a temporary parking permit.

7.5 Information Assurance (IA). All contract personnel shall successfully complete Information Assurance (IA) training prior to obtaining access to network. All contract personnel shall comply with IA policies and revisions. The contractor shall ensure terminated employees network access is removed within 24 hours of termination notice. DRMS reserves the right to terminate the contractor’s access to the network at any time to preserve the integrity of the local network.

7.6 Classified Material. The provisions of DoD 5220.22M, Industrial Security Manual for Safeguarding Classified Information, shall apply to this contract. Under no circumstances shall contractor personnel, performing contractual duties involving the handling of classified material, leave such material unattended in courier vehicles, offices, or other facilities. Contractor employees shall only release classified material to the handling and safeguarding of individuals cleared and authorized to receive such material.

8. DLA One Book and Standards. In accordance with the Department of Defense, DLA One Bok, and DLA IT Solutions document, the following standards shall be adhered to for this acquisition:

8.1 DLA One Book – Telecommunications.

8.1.1 DOD Chief Information Officer (CIO) Guidance and Policy Memorandum No. 8-8001, March 31, 2009 Global Information Grid (GIG).

8.1.2 DOD CIO Guidance and Policy Memorandum No. 4-8460- Department of Defense Global Information Grid Networks.

8.1.3 DOD CIO Guidance and Policy Memorandum No. 10-8460- Network Operations.

8.2 DLA IT Solutions Document.

8.2.1 Section 4- Corporate Infrastructure, 4.3 Networks, 4.3.4 Routers

9. Government-Furnished Equipment(GFE)/ Government Furnished Information(GFI). No GFE or GFI is required for this service contract.