Stirlitz Media Logger Maintenance SOW.pdf

Statement of Work

Aug 11, 2023

Statement of Work (SOW) for:

Stirlitz Media Logger Annual Software Support Services

I. Introduction

The United States Agency for Global Media (USAGM) and Voice of America (USAGM/VOA) currently operate one of the largest implementations of the Stirlitz Media Logger software applications in the World. USAGM/VOA is now soliciting responses to this statement of work (SOW) from qualified candidates that can meet our requirements for software support services. The period of performance for the current support agreement ends September 29, 2023.

II. Scope of Work

The Contractor shall provide resource(s) to accomplish the objective detailed below:

1. Provide software support for Stirlitz Media Software USAGM/VOA users.

2. Assist with product information, revision control information, product usage issues, and incident resolution, which may involve problem determination, analysis, and diagnosis.

3. Provides standard support for Stirlitz Media Software, including information on product configuration and usage, releases, and updates.

4. Provide software support services for reproducible malfunctions reported of the Stirlitz Media software that prevent them from performing in accordance with documentation provided by Stirlitz Media.

5. Provide a method for categorizing incidents reported based on this criteria:

Critical Severity – A critical severity issue is an error in the software which causes fatal errors preventing all useful work to be done, USAGM/VOA production system(s) are down or not functioning; loss of production data and no procedural workaround exists.

Acknowledgement and a response can be expected in within eight (8) working hours and a workaround or fix in place within ten (10) working hours. Final resolution will be provided within three (3) business days.

Moderate Severity – A moderate severity issue is an error in the software where the USAGM/VOA production system is functioning but there is a moderate loss of services which disabled significant functions of the software. Acknowledgement can be expected within eight (8) working hours and a workaround or fix in place within ten (10) working hours. Final resolution will be provided within three (7) business days.

Minor Severity – A minor severity issue is an error in the software where the USAGM/VOA production system is functioning but there is a minor loss of services which disabled some functions of the software. Acknowledgement can be expected within two (2) business days and a workaround or fix in place within five (5) working days. Final resolution will be provided within thirty (30) business days.

Trivial Severity – A trivial severity issue is an error in the software where the USAGM/VOA production system is functioning but there is a malfunction with the graphical user interface (GUI). Acknowledgement can be expected within four (4) business days and final resolution will be provided with the next release of the software.

1. Provide access to support services via telephone, Skype or e-mail to USAGM/VOA Designated Administrators from 5:00 AM to 3:00 PM Eastern Standard Time, 5 days a week (Monday through Friday).

2. Represent and warrant that in providing the software support services provider shall use a level of skill, diligence, care and expertise commensurate with industry standards; and perform the support services in a professional and workmanlike manner.

3. Provide software support services as an independent contractor. Nothing in this agreement will be construed to imply an employment, joint venture, lease, partnership, of agency relationship between the parties.

4. During the term of this agreement, provide free of charge to USAGM/VOA with corrections, updates, improvements and modifications of current generation of the software which are generally released from time to time by Stirlitz Media Software.

III. Assumptions:

1. USAGM/VOA and contractor will mutually agree on the actual date the base tasks will take place.

2. Contractor will perform the work associated with the base tasks offsite and connect to the USAGM/VOA installation remotely, if needed.

3. Software support services do not include support for specific development work for customized modules necessary when upgrading to a new release of the software, or to developments done by USAGM/VOA or a Third Party based on one of Stirlitz Media Software Application Programming Interfaces (APIs).

4. USAGM/VOA will use reasonable efforts to find solutions - by using manuals, documentation, experience and knowledge - before initiating a support request.

5. USAGM/VOA will keep a record of system performance and a record of system architecture including, but not limited to: operating systems, servers, network topology, network configuration, firewalls, third party products, etc.

6. USAGM/VOA will accurately describe either by phone, Skype or by e-mail, the error encountered and the circumstances under which it occurred, following standard error report format.

7. USAGM/VOA will give known information at the outset of a support request, of any relevant actions or changes made by USAGM/VOA to the supported system or equipment with which the supported system interacts.

8. USAGM/VOA will reasonably determine the error severity.

9. USAGM/VOA will collect information on the Software and versions involved;

hardware, OS, and other appropriate configurations.

10. USAGM/VOA will collect log files, configuration files, and other information needed to identify the nature of the error.

IV. Major Duties

Provide technical software support services described under II. Scope of Work.

V. Deliverables Documents

Detailed Terms and Conditions and Quote for technical software support service described under II. Scope of Work for a period of performance beginning September 30, 2023 through September 29, 2024. Provider will also be considered for subsequent renewal options for up to four years.

IV. Acceptance

Final acceptance of the terms contained in the deliverable documents described will be at the discretion of USAGM Contracting Officer

Representative (COR).

COR:

Dannetta Dominick 202-577-5835 drdomini@usagm.gov

VI. Point of Delivery

All deliverables will be located in the USAGM, located at 330 Independence Avenue, SW, Cohen Building.

VIl. Knowledge Required

Key personnel must have in-depth knowledge and demonstrated experience in providing software support for Stirlitz Media Software and fully understand the inter-dependencies among the products.

VIII. Period of Peformance

September 30, 2023 to September 29, 2024

IX. Invoice Processing

Invoices must be submitted electronically through the U. S. Department of the Treasury's Invoice Payment Platform System (IPP). "Payment request" means any request for contract financing payment or invoice payment by the Contractor. To constitute a proper invoice, the payment request must comply with the requirements identified in FAR 32.905(b), "Payment documentation and process" and the applicable Prompt Payment clause included in this contract. The IPP website address is: https://www.ipp.gov. Invoices for optional years must be submitted at least sixty (60) days before the end of the period of performance for the current year. The Contractor shall ensure that the invoice includes the following information:

• The Task number, total award amount and remaining balance for Task.

• All charges shall be broken down to show current and cumulative charges, amount obligated, and balance.

• Labor listed by labor category and CLIN number and current amounts.