PWS_OCE_Full_Service_Maintenance.pdf

PERFORMANCE WORK

STATEMENT (PWS)

LARGE-FORMAT COLOR REPRODUCTION EQUIPMENT MAINTENANCE CONTRACT

INTRODUCTION-

DLA Document Services seeks to enter into a single award contract for the maintenance of Large- Format color reproduction equipment (“equipment”) and the following associated ongoing services:

- Maintenance and Repair of the Equipment;

- Provision of Consumable Supplies (Excluding Paper) for the Operation of the Equipment;

- Networking Functionality of the Equipment;

- Information Technology (IT) Security Accreditation and Technical Support for the Equipment;

- Meetings, Reports and Administration Regarding the Equipment.

1.2 The contractor shall provide 7:30 am-4:00 pm, local time, maintenance and repair coverage which includes eight-hour service response for non-critical devices and four-hour service response for designated critical devices, for maintenance services including travel, parts, labor, software version upgrades (up to the hardware capability) and retrofits for all equipment including all components. A telephone call is not

CLINS 0001:

Oce CW620 Serial Number 495002883 and associated scanner and folders.

Full Service Maintenance to include all parts, labor, software, for 12 months, Including 24 Cartons of toner per year, and help desk incidents.

Location: DLA Document Services, POC

CLINS 0002:

Oce Cw620EC Serial Number 495003243 and Folder Serial Number 4311001051.

Full Service Maintenance to include all parts, labor, software, for 12 months, Including 12 Cartons of toner per year, and help desk incidents. Equipment location: DLA Document Services, POC

CLINS 0003:

Oce CW650 Serial Number 496003586 and Folder Number 4311001051.

Full Service Maintenance to include all parts, labor, software, for 12 months, Including 24 Cartons of toner per year, and help desk incidents.. Equipment location: DLA Document Services, POC

CLINS 0004:

Oce E2400 Folder Serial Number 2400000696.

Full Service Maintenance to include all parts, labor, software, for 12 months. Equipment location: DLA Document Services, POC

CLIN 0005:

Overages for CLIN's 001-003 240,000 sq ft Allowed Anually. Excess Rate is...

1.0 MAINTENANCE AND REPAIRS

1.1 The contractor shall maintain at least 90% Monthly Uptime Availability (MUA) per machine.

Refer to Section 4.0 Meetings, Reports and Administration, Para 4.2 for reporting requirements.

Technicians must be original equipment manufacturer certified.

1.2 The contractor shall provide 7:30 am-4:00 pm, local time, maintenance and repair coverage which includes eight-hour service response for non-critical devices and four-hour service response for designated critical devices, for maintenance services including travel, parts, labor, software version upgrades (up to the hardware capability) and retrofits for all equipment including all components. A telephone call is not an acceptable service response. A service technician must call the primary operator within 90 minutes for critical devices and four-hours for standard devices to discuss the service problem and time of arrival.

DLA Document Services estimates no more than 1 device will be designated as critical. Technicians must be original equipment manufacturer certified and must be able to perform all aspects of maintenance.

1.3 The contractor must ensure all service technicians are eligible for access to Department of Defense facilities in accordance with the authority in DoD Directive (DoDD) 5143.01 (Reference (a)) Directive Type Memorandum (DTM 09-012) which establishes DoD access control policy and the minimum DoD security standards for controlling entry to DoD installations and stand-alone facilities.

Technicians not eligible will not be acceptable for the performance of maintenance or repair functions.

2.0 CONSUMABLE SUPPLIES

2.1 The contractor shall provide all consumable original equipment manufacturer supplies necessary for device operation using an automatic replenishment system. A minimum of an estimated three (3) month supply of all consumable supplies will be provided for each device at the time of equipment delivery and set-up. The contractor shall have the automatic replenishment system fully functioning within 90 days of the device installation.

2.1.1 The phrase “consumable supplies” means all supplies necessary for device operation including, but not limited to, toner, developer, fuser oil, replacement parts, etc. Paper and staples are excluded from the definition of consumable supplies.

2.1.2 The phrase “automatic replenishment system” means a process where the contractor without prompting, orders or intervention of any sort from DLA Document Services personnel– continuously delivers consumable supplies for each device at each location so that the equipment it delivers under this contracting action runs properly while maintaining or exceeding the MUA set forth at paragraph 3.1.

2.2 The contractor shall provide access to its vendor ordering system and/or a toll-free telephone number so that DLA Document Services personnel can order consumable supplies should the automatic replenishment system fail. (Providing this information or consumable supplies thereby does not excuse failure to meet the requirements in paragraph 4.1.)

2.3 The contractor shall reclaim expended toner cartridges, fuser modules, overflow containers and any other consumable items considered recyclable or hazardous to the environment. Prepaid mailing labels are one acceptable means for reclamation.

2.4 The contractor will provide current and updated Material Safety Data Sheets on all consumable supplies it provides.

3.0 IT CONFIGURATION

3.1 All devices/components shall be maintained and kept current with DOD/DLA required and approved operating systems, with the exception of those devices operating as a true Multi-function device (scanner, controller and printer combined into one unit). The following is the list of the current operating system requirements:

• Microsoft Windows XP (Only for those devices dedicated to and directly connected to the SIPRNet) or current DoD required Operating System

• Microsoft Windows 7 or current DoD required Operating System

• Microsoft Windows Server 2008 and 2008 R2 or current DoD required Operating

System

• Sun Solaris 10 or current DoD required Operating System

This list is not inclusive of any future requirements and or changes by the DOD or DLA. The contractor will be required to perform operating system updates and patches IAW future DOD or DLA directives.

3.2 All contractor-provided software (including Operating System) must be supported by the contractor and the software’s original manufacturer at all times it is in use. If it becomes apparent that either the contractor or original manufacturer will no longer support any contractor-provided software, the contractor must provide and install other software in coordination with DLA that is still supported by the contractor and the software’s original manufacturer.

3.3 Contractor solution must be capable of functioning in a common security environment, given that DLA is required to add additional software that is standardized within DLA including but not limited to McAfee Epolicy Orchestrator (multiple modules including AntiVirus and Host Intrusion Prevention), Arcsight Logger, Active Client Software and Tumbleweed Desktop Validator.

3.4 All hard drives that are put into service at DLA must remain in the custody of DLA. All hard drives, whether internal, external, removable, or otherwise, shall not be returned to the contractor.

3.5 All devices/components shall meet DoD information security specifications when interfacing with classified materials to ensure no remnants of the classified data exists after the classified process has been completed. The contractor shall indicate the specific steps needed to ensure classified data is never disclosed. Any proposed process must include the use of removable hard drives and receive DLA approval, which will occur during the certification and accreditation process.

3.6 All devices shall be configured in compliance with all applicable DoD Security Technical Implementation Guides (STIG) (Ref: http://iase.disa.mil/stigs). Any known deficiencies shall be identified to DLA prior to the Certification and Accreditation testing phase for evaluation of acceptance.

3.7 The equipment shall operate and coexist on a network that can support each of the following:

• Internet Protocol Version 4 (IPv4)

• Internet Protocol Version 6 (IPv6)

• Internet Protocol Version 4/6 Hybrid (IPv4/6)

3.8 All devices/components shall have the capability of turning on and off any nonessential ports and protocols.

3.9 As part of the installation process, the contractor will label all equipment, including each removable hard drive, with the appropriate classification as defined by DLA. DLA will provide the appropriate instructions and labels.

3.10 A standard baseline configuration shall be approved by DLA and used by the contractor for each installed site. All variances to the standard baseline shall be approved by DLA.

http://iase.disa.mil/stigs

3.11 Equipment placed at 2 classified Navy sites require conformance with Department of Energy guidelines. The Department of Energy requires that all equipment on their network meet certain minimum security requirements. These requirements are based on the CIS Solaris 10 Benchmark current version. The Center for Internet Security (CIS) is a not-for-profit organization focused on enhancing the cyber security readiness and response of public and private sector entities. The contractor shall configure and maintain these devices in accordance with these guidelines and in coordination with Navy personnel for approval from the Navy Designated Approval Authority.

3.12 The use of USB flash drives are strictly prohibited at Document Services locations. In addition, vendor technician devices (e.g. phones, laptops) are prohibited from being used on DLA Document Services equipment and network.

3.13 Where possible, systems shall be configured to utilize DoD Common Access Cards (CAC) for authentication. In some cases, this may not be possible due to the environment being installed such as a standalone configuration.

3.14 The contractor shall monitor industry standard vulnerability sites (e.g. http://nvd.nist.gov/ ) and take appropriate actions if its equipment is subject to a known vulnerability. In addition, DLA Document Services will notify the contractor as security vulnerabilities are identified concerning the installed equipment. When a vulnerability is identified, the contractor shall work with DLA resources to patch all installed equipment within 30 calendar days unless a shorter time period is directed by DLA Document Services. The contractor shall provide the monthly Security Vulnerability Report per paragraph 4.5.

3.15 DLA IT will be responsible for patching any Microsoft Windows systems that can be kept up to date via Microsoft WSUS or SCCM. The contractor will be responsible for updating all other contractor supplied software. In the execution of contractor initiated software updates, coordination shall be made with the COR named in the DO/TO, then with the appropriate DLA IT staff.

3.16 All purchased hardware shall be registered under the “DLA Document Services” name for 3rd party technical support.

3.17 The contractor shall not have remote access to equipment unless authorized in coordination with the Document Services IT staff in advance.

3.18 As part of the contractor’s quoted price; prior to removal of any equipment, DLA requires the contractor to remove all hard drives from the controllers and print engines, turn the hard drives over to the DLA representative, and provide documentation to the COR signed by the Contractor and the local DLA representative, attesting to the hard drive removal and receipt by DLA.

4.0 MEETINGS, REPORTS AND ADMINISTRATION

4.1 The contractor shall provide a service history report upon request.

4.2 The contractor shall monitor industry standard vulnerability sites (e.g. http://nvd.nist.gov/) and take appropriate actions if its equipment is subject to a known vulnerability. In addition, DLA Document Services will notify the contractor as security vulnerabilities are identified concerning the installed equipment. When vulnerability is identified, the contractor shall patch all installed equipment within 30 calendar days unless a shorter time period is directed by DLA Document Services. The contractor shall http://nvd.nist.gov/ http://nvd.nist.gov/ provide the monthly Security Vulnerability Report.

5.0 INVOICES

5.1 Invoices should be submitted using Wide Area Work Flow (WAWF) and submitted as 2-in-1 format. A separate invoice shall be submitted each month for each of the 9 Service Acceptors specified on the equipment spreadsheet.

6.0 Contract Administration and Management

6.1 The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for DLA Document Services via a secure data collection site. The contractor is required to completely fill in all required data fields using the following we address: http://www.ecmra.mil/

Reporting inputs will be for the labor executed during the period of performance during each Government fiscal year (FY), which runs October 1 through September 30. While inputs may be reported any time during the FY, all data shall be reported no later than October 31 of each calendar year, beginning with 2013. Contractors may direct questions to the help desk at: http://www.ecmra.mil/.

6.2 The contractor shall establish clear organizational lines of authority and responsibility to ensure effective management of the resources assigned to the requirement. The contractor must maintain continuity between the support operations at the assigned regional levels and the contractor’s corporate offices.

6.3 The contractor shall establish processes and assign appropriate resources to effectively complete the requirement. The contractor shall respond to Government requests for contractual actions in a timely fashion. The contractor shall have a single point of contact between the Government and Contractor personnel assigned to support contracts or task orders. The contractor shall assign work effort and maintaining proper and accurate time keeping records of personnel assigned to work on the requirement.

6.4 The contractor shall provide the following management and support as required. The contractor shall provide for employees during designated Government non-work days or other periods where Government offices are closed due to weather or security conditions. The contractor shall maintain the currency of their employees by providing initial and refresher training as required to meet the PWS requirements. The contractor shall make necessary travel arrangements for employees. The contractor shall provide necessary infrastructure to support contract tasks. The contractor shall provide administrative support to employees in a timely fashion (time keeping, leave processing, pay, emergency needs).

http://www.ecmra.mil/

Attachment 1 Performance Requirement Summary (PRS)

Statements Standards/AQLs Incentive/Remedy

1.1 The contractor shall maintain at least 90%

Monthly Uptime Availability per machine.

The contractor shall provide technician support to maintain the devices listed. This includes but is not limited to preventive maintenance, service calls, repairs, troubleshooting, and connectivity as well as all associated labor and travel from Monday through Friday from 8:00 a.m. through 4:30 p.m. except varying federal holidays.

telephone calls (unless resulting in the solution of the problem) will not be deemed as an acceptable service response. AQL: 90% Monthly uptime per machine based on the standard 21 federal work days in a month.

If the contractor fails to meet the 90% monthly uptime per machine, the device will be replaced at no cost to the government or the contract will be terminated, whichever is more applicable towards the circumstances at the time. There is no incentive for exceeding the performance standards.

Statements Standards/AQLs Incentive/Remedy

4.3 The contractor shall monitor

industry standard vulnerability sites (e.g. http://nvd.nist.gov/) and take appropriate actions if its equipment is subject to a known vulnerability.

The contractor shall ensure all vulnerabilities are monitored and fixed within 30 calendar days or less depending on DLA Document Services established deadlines.

AQL: 100% applicability per machine.

If the contractor fails to implement the applicable fix to the vulnerability, the device will be removed upon sanitization of data and confirmation that any and all security issues are first resolved. The device will be replaced with a new model or version that meets DLA Document Services’ requirements and has no outstanding vulnerabilities.

There is no incentive for exceeding the performance http://nvd.nist.gov/)

6.1 The contractor shall report all

contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for DLA Document Services via a secure data collection site.

The contractor shall provide all necessary reporting data relevant to the contract in http://www.ecmra.mil/ within specified times.

AQL: 100% data fields reported within the website.

If the contractor fails to report necessary data invoice payment can and may be withheld until proper documentation is received. There is no incentive for exceeding the performance standards.

6.2 The contractor shall establish clear

organizational lines of authority and responsibility to ensure effective management of the resources assigned to the requirement.

The contractor shall provide appropriate support to ensure all Uptime benchmarks referenced within the PWS are met. AQL:

100% support provided to resolve any issues encountered during the course of the contract.

If the contractor fails to provide adequate support to meet benchmark goals invoice payment can and may be withheld until appropriate resolution is received. There is no incentive for exceeding the performance standards.

6.3 The contractor shall establish

processes and assign appropriate resources to effectively complete the requirement.

The contractor shall provide appropriate support to ensure all Uptime benchmarks referenced within the PWS are met. AQL:

100% support provided to resolve any issues encountered during the course of the contract.

If the contractor fails to provide adequate support to meet benchmark goals invoice payment can and may be withheld until appropriate resolution is received. There is no incentive for exceeding the performance

6.4 The contractor shall provide the

following management and support as required.

The contractor shall provide appropriate support to ensure all Uptime benchmarks referenced within the PWS are met. AQL:

100% support provided to resolve any issues encountered during the course of the contract.

If the contractor fails to provide adequate support to meet benchmark goals invoice payment can and may be withheld until appropriate resolution is received. There is no incentive for exceeding the performance