USAGM NetApp Support Services.pdf

U.S. Agency for Global Media (USAGM)

NETAPP HARDWARE AND SOFTWARE SUPPORT SERVICES

Issue Date: 19 March 2025

To: Prospective Offerors

Subject: Request for Proposal- NetApp Hardware and Software Support Services

Enclosed is a Request for Proposal (RFP) for NetApp Hardware and Software Support Services for the USAGM. If you would like to submit a proposal, follow the instructions provided in the solicitation.

The U.S. Government intends to award a firm-fixed-price (FFP) commercial contract to the responsible offeror submitting a proposal, which has been determined to offer the lowest price technically acceptable to the Government. USAGM intends to award a contract based on initial proposals, without holding discussions, although USAGM reserves the right to conduct discussions with the offeror or offerors.

Contractor Questions are due by 03/21/2025 at 12:00PM EST. It is anticipated that USAGM will provide answers to contractor questions by 03/24/2025. Proposals are due by 03/26/2025, 12:00 PM EST. All questions and proposals shall be submitted to Contract Specialist Brittany Vandiver, at bvandiver@usagm.gov and Contracting Officer Mr. David P. Wallace, at dwallace@usagm.gov.

Mr. David P. Wallace Contracting Officer USAGM, Office of Contracts

SECTION 1 – SUPPLIES OR SERVICES AND PRICES/COSTS

1.0 GENERAL DESCRIPTION AND PRICE SCHEDULE

The Contractor shall perform NetApp Hardware and Software Support Services, for the U.S.

Agency for Global Media (USAGM) per the Statement of Work. The price provided shall include all labor, materials, insurance (see FAR 52.228-3 and 52.228-5), overhead, and profit.

1.1 CONTRACT TYPE

This is a firm fixed-price (FFP) contract. The Government will pay the Contractor the fixed price per month for standard services that have been satisfactorily performed. Acquisition Authority:

This acquisition is conducted under the authority of the Federal Acquisition Regulation (FAR) 15 – Contracting by Negotiation.

1.2 PERIOD OF PERFORMANCE

The performance period of this contract is from date of award and continuing for twelve (12) months, with four (4) option periods of 12 months each, as follows:

Base Period: (TBD) Option Period One: (TBD) Option Period Two: (TBD) Option Period Three: (TBD) Option Period Four: (TBD)

1.3.1 CONTRACTING OFFICER

The CO has the overall responsibility for administration of the contract. The CO, without right of delegation, is the only authorized individual to take actions on behalf of the Government to amend, modify or deviate from the contract terms, conditions, requirements, specifications, details and/or delivery schedules. Unless otherwise delegated, only the designated CO has oversight of the contract as a whole. The CO for this contract is:

Name: To be provided upon contract award.

Address:

E-mail:

Phone:

1.3.2 CONTRACTOR POINT OF CONTACT

Contractor’s Contract Administrator

In the event your firm receives a contract as a result of this solicitation, designate a person whom the Government may contact during the period of the contract for prompt contract administration.

Name: Please provide upon submission of RFP.

Title:

Address:

Phone:

Full Internet E-mail Address:

SECTION 3 - SOLICITATION PROVISIONS

FAR 52.212-1, Instructions to Offerors -- Commercial Items (MARCH 2020), is incorporated by reference.

The offeror’s proposal must be complete, sufficient and respond directly to the requirements of this solicitation to ensure timely and equitable evaluation of proposals. It will be the sole responsibility of the offeror to ensure that its proposal is received by the Government at the stated deadline date and time. The offeror’s proposed price must be quoted in U.S. Dollars.

1. The offeror’s proposal may only be submitted via email to the emails provided above, in response to this solicitation. The contents therein must be properly tabbed, organized and legible.

Failure to follow this instruction will render the proposal non-compliant.

2. Offerors agree to hold firm the prices in its offer for one hundred twenty (120) calendar days from the deadline date specified in the solicitation for receipt of offers. This will be a firm-fixed-price contract.

Offerors must follow all instructions and provide all documentation in accordance with

SECTION 3 - SOLICITATION PROVISIONS.

SECTION 4 - EVALUATION FACTORS

The Government intends to award a contract to the responsible Offeror whose proposal offers the lowest price technically acceptable, after evaluation in accordance with the factors listed below.

The Government will select for award the most advantageous proposal offering the lowest price technically acceptable. The offeror must provide documentation showing the authorization to provide Net App Hardware and Software Support Services.

Proposals received in response to this solicitation will be evaluated by the Technical Evaluation Panel (TEP) in accordance with the evaluation criteria set forth herein. The Government intends to make one award to the responsible contractor whose proposal, conforming to the solicitation, is determined to offer the lowest price technically acceptable.

Please note that formal debriefs are not required. If an unsuccessful Offeror requests an informal debrief after award, it will be solely provided via email only, and at the Contracting Officer’s discretion.

Factor 1: Price.

The Government will evaluate the total price (including all options) to determine the price reasonableness. The Government will evaluate the total price (including all options) to determine the price reasonableness. For a price to be reasonable, it must represent a price to the government that a prudent person would pay when consideration is given to prices in the market. Normally, price reasonableness is established through adequate price competition, but may also be determined through cost and price analysis techniques.

Best Value Determination. The best value will be determined by evaluating the offeror’s compliance with the terms and conditions contained in the solicitation.

SELECTION FOR AWARD

Offerors should be aware that the Government shall perform a market analysis and the selection for award shall be made to the Offeror whose proposal offers the lowest price technically acceptable to the Government.

STATEMENT OF WORK

Background

The United States Agency for Global Media (USAGM) is an independent federal agency dedicated to informing, engaging, and connecting people around the globe through different forms of media in support of freedom and democracy. USAGM oversees six separate entities in pursuance of this mission that together communicate with more than 394 million people each week.

The Office of Technology, Services and Innovation (TSI) follows agile hardware support for a diverse set of US Agency for Global Media (USAGM) clients and strategic partners.

This Statement of Work (SOW) defines a complimentary suite of products, services and professional support services that shall enable TSI to deliver on the goals of the office and meet the unique needs of its clients and partners.

Objective

This Statement of Work outlines the scope, deliverables, timeline, and terms of the Network Appliance (Netapp) support contract, Firmware and software update services for USAGM. The purpose is to ensure the proper maintenance, support, and enhancement of the Netapp storage infrastructure to maintain optimal performance and security.

Scope of Work

The scope of this contract includes the following services:

• Maintain optimal performance and uptime of Netapp hardware systems.

• Reduce response time for technical issues.

• Ensure compliance with service-level agreements (SLAs).

• Software updates: Minimum upgrade OS to ONTAP 9.7

Deliverables:

• Support Services shall be available via phone, email, or chat (instant messaging).

• Technical Support: Provide 24/7 technical support for Netapp hardware systems.

• On-Site Support: Deliver on-site support for hardware repairs and replacements as necessary.

• Remote Support: Offer remote diagnostics and troubleshooting assistance.

• Firmware Updates: Ensure timely updates of firmware for Netapp appliance system.

• Software update services: Review the current NetApp ONTAP software version and assess compatibility with hardware and other systems, ensure the Netapp ONTAP version is updated to a minimum of ONTAP 9.7.

• Parts Replacement: Supply and replace defective parts as per warranty and support agreements.

• Defective Media Retention (DMR)

• Service Reports: Monthly reports detailing support incidents and resolutions.

• Provide access to hardware and necessary documentation. Notify support teams of issues in a timely manner.

• Service Provider Responsibilities:

• Respond to support requests within agreed-upon SLAs.

• Ensure qualified personnel are available for support.

• Maintain accurate records of all support activities.

• Response Time: Initial response within 24 hours.

• Resolution Time: Issues resolved within 7 days.

Period of Performance

03/31/2025 – 03/30/2026

Technical Liaison/COR: Sho Ho