TE-2_PRS_for_ITS_Contract_31_Aug_2016.xlsx
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- NEC-RIA ITSS Recompete Federal contract opportunity
- Solicitation number
- W52P1J-16-R-4002
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Technical Exhibit 2 (TE-2) - Performance Requirements Summary (PRS) 31 August 2016
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PRS FOR PWS BASELINE SERVICES
| NEC-RIA ITS SOLICITATION | ||||
| PWS # | Required Service | Performance Standard | AQL | Method of Surveillance |
| 1.4 | Hours of Operation | Normal duty hours are defined as Monday through Friday, 0700-1700 local time, except Federal Holidays unless otherwise specified. | Zero Deviation | Periodic Inspection |
| 1.4.1 | Employee Roster | The Contractor shall provide the Government with an Employee Roster consisting of Employee’s full name, phone extension, support group/team within 5 working days of contract start | Zero Deviation | 100% Inspection |
| 1.4.1 | Employee Roster | The Contractor shall provide the Government with an Employee Roster consisting of Employee’s full name, phone extension, support group/team within one day of any changes. | 1.0% | Periodic Inspection |
| 1.5. | After Hours Support | The Contractor is responsible for providing the Government with a after-hours recall roster at the beginning of the contract and within one day of any changes | Zero Deviation | Periodic Inspection |
| 1.5. | After Hours Support | If support call requires on-site support, response time for a qualified technician to arrive on-side shall be within 2 hours | Zero Deviation | Periodic Inspection |
| 1.5.1. | Scheduled Maintenance | Scheduled maintenance shall occur, at a minimum, once a month | Zero Deviation | Periodic Inspection |
| 1.5.2. | Outage and Emergency Response Notification | The Contractor shall follow established processes for outage and emergency response notifications. | Zero Deviation | Periodic Inspection |
| 1.6.1. | Phase in | The phase-in period shall be in accordance with FAR Clause 52.237-3, Continuity of Services and is for a maximum period of 30 calendar days prior to the start of the PoP. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 1.6.1. | Phase In | The Contractor shall submit a phase-in plan as part of the Contract/Business Volume VI as referenced in Section L of the RFP. | Zero Deviation | 100% Inspection |
| 1.6.2 | Phase Out | The phase-out period shall be in accordance with FAR Clause 52.237-3, Continuity of Services and is for a maximum period of 30 calendar days and is separate from the PoP. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 1.6.2 | Phase Out | During this period the contractor shall remain fully responsible for all efforts associated with the contract. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 1.6.2 | Phase Out | The contractor shall fully cooperate in providing all documentation to include but not limited to source codes, passwords, system integration, etc | Zero Deviation | Periodic Inspection and Customer Complaints |
| 1.6.2 | Phase Out | If required, a joint inventory of any Government owned property utilized by the contractor shall be conducted. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 1.7 | Key Control | The Contractor shall conduct an initial 100% key inventory and shall provide the COR a key inventory with key number and Contractor’s name within 14 calendar days of the start of contract. | Zero Deviation | 100% Inspection |
| 1.7. | Key Control | The Contractor shall conduct a semi-annual key inventory review with the Government. | Zero Deviation | 100% Inspection |
| 1.7. | Key Control | The Contractor shall develop procedures covering key control that shall be included in the Quality Control Plan. Such procedures shall include turn-in of any issued keys by personnel who no longer require access to locked areas. | Zero Deviation | Periodic Inspection |
| 1.7. | Key Control | The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the COR. | Zero Deviation | Periodic Inspection |
| 1.9.1 | Security | Contractor personnel performing on this contract must be a US citizen and shall maintain the required security clearance at contract performance start date and shall maintain the required security clearance over the life of the contract. | Zero Deviation | Periodic Inspection |
| 1.9.1. | Security | New or replacement personnel who require a security clearance to perform under this contract shall have the required security clearance at work performance start date. | Zero Deviation | Periodic Inspection |
| 1.9.1.1 | Security | The Contractor shall contact the supporting Government Security Office/G2/S2 for submission of the SSBI (SF 86). The Contractor shall provide the contract/task order number as authority to request the investigation. | Zero Deviation | Periodic Inspection |
| 1.9.1.2. | Security | Contractor personnel who do not require a security clearance but who require an investigation for suitability/trustworthiness purposes shall contact the supporting Government Security Office/G2/S2 at task order start date regarding submission of the required investigation. | Zero Deviation | Periodic Inspection |
| 1.9.1.4 | TARP Training | All cleared Contractor personnel assigned to this task order shall complete initial TARP Training within 30 days of the start of the contract and annually thereafter. Completion of training shall be reported to the COR. Detailed requirements on TARP are stated in the DD Form 254. | Zero Deviation | Periodic Inspection |
| 1.9.1.5. | Security | Contractor personnel shall comply with all applicable security and safety regulations, guidance, and procedures, including local, referenced in this PWS, the DD254 and in effect at the Government work sites identified in paragraph 1.3.3. | Zero Deviation | Periodic Inspection |
| 1.9.1.6. | Access and General Protection Security Policy and Procedures | The Contractor and all associated sub-contractor employees shall provide all information required for background checks to meet installation access requirements to be accomplished by the installation Provost Marshal Office (PMO), Director of Emergency Services (DES), or Security Office. | Zero Deviation | Periodic Inspection |
| 1.9.1.6. | Access and General Protection Security Policy and Procedures | Contractor workforce shall comply with all personal identity verification requirements of FAR clause 52.204-9, Personal Identity Verification of Contractor Personnel. | Zero Deviation | Periodic Inspection |
| 1.9.1.6. | Access and General Protection Security Policy and Procedures | In addition to the changes otherwise authorized by the changes clause of this contract should the Force Protection Condition (FPCON) at any individual facility or installation change, the Government may require changes in contractor security matters or processes. | Zero Deviation | Periodic Inspection |
| 1.10.1.1. | IA Training | All Contractor personnel with access to Government information systems and networks shall successfully all required initial and annual IA awareness training as specified in AR 25-2 and as specified by the Government requiring activity. | Zero Deviation | Periodic Inspection |
| 1.10.1.2. | Army Training and Certification Tracking System (ATCTS) | Contractor employees and subcontractor employees performing work under this contract/task order who have access to Government information systems and networks shall create a user account and profile in the Army Training and Certification Tracking System ATCTS website at https://atc.us.army.mil, in the unit container managed by the COR upon contract start and within 5 days of any changes. | 5% Deviation | Periodic Inspection |
| 1.10.1.2. | Army Training and Certification Tracking System (ATCTS) | Certificates of successful completion of IA training, Acceptable Use Policies (AUP), applicable baseline and computing environment certifications, and continuing professional education credits, as required by DoD 8570.01-M, shall be uploaded to the ATCTS and provided to the COR for continuous compliance monitoring and reporting. | 5% Deviation | Periodic Inspection |
| 1.10.1.3 | IA Training | The Contractor shall ensure that all Contractor employees and subcontractor employees requiring IA awareness training complete the training at the start of work performance on this contract and annually thereafter for the duration of this contract/task order. | Zero Deviation | Periodic Inspection |
| 1.10.2. | Information Assurance Workforce Certification | This contract/task order is subject to the mandates of DoD 8570.01-M, which establishes baseline technical and management IA skills for personnel performing IA functions within DoD. Functions spanning multiple levels require certification of the highest level functions. Contractor personnel performing functions in multiple categories or specialties shall hold certifications appropriate to the functions performed in each category or specialty. | Zero Deviation | 100% Inspection |
| 1.10.2.1 | Information Assurance Workforce Certification | The Contractor shall ensure its IA workforce members have the baseline certifications corresponding to their IA functions, as defined in Chapters 3, 4, 5, 10, and 11, and Appendix 3 of DoD 8570.01-M at work performance start date. | Zero Deviation | 100% Inspection |
| 1.10.2.1 | Information Assurance Workforce Certification | Contractors will obtain all required Computing Environment (CE) certificates within 6 months of being engaged. | Zero Deviation | 100% Inspection |
| 1.10.2.1 | Information Assurance Workforce Certification | The Contractor shall ensure that all employee certifications remain active and are renewed prior to expiration. | Zero Deviation | Periodic Inspection |
| 1.10.2.2. | Information Assurance Workforce Certification | The Contractor shall ensure that all employees IA certifications are released to the Department of Defense through the Defense Workforce Certification Application | Zero Deviation | Periodic Inspection |
| 1.10.3. | Non-Government Owned Computing Systems or Devices. | The Contractor shall not install or connect non-Government-owned computing systems or devices to Government networks without the COR’s coordinating and obtaining proper authorization from the appropriate Information System Security Manager (ISSM), ensuring that all software has a Government Certificate of Networthiness. | Zero Deviation | Periodic Inspection |
| 1.10.4. | Protection of Sensitive Unclassified Data | The Contractor shall ensure any sensitive information, including, but not limited to, Personally Identifiable Information (PII) and For Official Use Only (FOUO), proprietary, and Law Enforcement Sensitive information residing on Mobile Computing Devices (MCD) or other external media, is protected in accordance with current Data at Rest (DAR) guidelines and requirements. | Zero Deviation | Periodic Inspection |
| 1.11.1. | Anti-Terrorism Training | The Contractor shall ensure that all contractor employees, including sub-contractors, requiring access to Army installations, facilities, or controlled access areas complete Antiterrorism (AT) Level I Awareness training within 30 calendar days after start of employee performance on this contract. | Zero Deviation | 100% Inspection |
| 1.11.1. | Anti-Terrorism Training | Within 5 calendar days after completion of training, the Contractor shall certify to the COR or KO that all employees performing work under this contract have completed the AT Level I Awareness training. | 5% Deviation | Periodic Inspection |
| 1.11.1.1. | iWATCH | The Contractor shall ensure that all contractor employees and subcontractor employees performing work under this contract, are trained on the local iWATCH program within 30 calendar days of start of employee performance on this contract | 5% Deviation | Periodic Inspection |
| 1.11.1.1. | iWATCH | The Contractor shall provide the results to the COR NLT 45 calendar days after contract award. | 5% Deviation | Periodic Inspection |
| 1.11.1.1. | iWATCH | The Contractor shall maintain all iWATCH training records and shall provide copies to the COR upon request. | Zero Deviation | Periodic Inspection |
| 1.11.1.3. | Operations Security (OPSEC) | The Contractor shall ensure all employees, including sub-contractors performing work under this contract, complete Level I OPSEC training within 30 calendar days of start of employee performance on this contract and annually thereafter. | Zero Deviation | Periodic Inspection |
| 1.12. | Accounting for Contractor Support | The Contractor is required to completely fill in all the information identified in paragraph 1.12. in the format using the following web address: https://cmra.army.mil. | Zero Devision | 100% Inspection |
| 1.12. | Accounting for Contractor Support | Reporting period will be the period of performance not to exceed 12 months ending September 30 of each Government fiscal year and must be reported by 31 October of each calendar year. | Zero Devision | 100% Inspection |
| 1.12. | Accounting for Contractor Support | Contractors may use a direct XML data transfer to the database server or fill in the fields on the website. | Zero Deviation | Periodic Inspection |
| 1.13. | Contractor Identification Requirements | In accordance with FAR 37.114(c), all Contractor personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious are required to identify themselves as such to avoid being mistaken for Government officials. | 5% Deviation | Periodic Inspection |
| 1.13. | Contractor Identification Requirements | Contractors shall require their employees to wear the ID badges visibly when performing work at Government workplaces. Contractor personnel shall also ensure that all emails, documents, or reports they produce are suitably marked as Contractor products and/or that Contractor participation is appropriately disclosed. All signature blocks on emails shall indicate that the sender is a Contractor employee and include the Contractor's company name. | 5% Deviation | Periodic Inspection |
| 1.14. | Common Access Card (CAC) | The Contractor shall use a valid CAC to access the Government domain. The Contractor shall immediately return the CACs to the COR when the Contractor employee’s employment is terminated or upon expiration of the contract. The Contractor is responsible for all CACs and shall report all lost or stolen CACs to the COR immediately. | Zero Deviation | Periodic Inspection |
| 1.15. | Staff and Key Personnel | All employees must be US citizens and be able to read, speak, and write in English. | Zero Deviation | Periodic Inspection |
| 1.15. | Staff and Key Personnel | he Contractor shall identify the staffing plan and organization required to meet the objectives and requirements identified in this PWS. | Zero Deviation | Periodic Inspection |
| 1.15.1. | Site Manager | The Contractor shall designate the Site Manager and an alternate Site Manager (who has the same authority as the primary Site Manager) in writing to the KO and the COR prior to the completion of the Phase In period. | Zero Devision | 100% Inspection |
| 1.15.1. | Site Manager | The Contractor shall ensure that the COR can contact the Site Manager to meet within 30 minutes during normal duty hours at a specific location. | Zero Devision | Periodic Inspection |
| 1.15.1. | Site Manager | After normal duty hours, the Site Manager or designated representative shall be available to meet with Government representatives at the work site (location) specified within two hours of notification. | Zero Devision | Periodic Inspection |
| 1.15.1. | Site Manager | In the event of a safety hazard, the Contractor may request and obtain verbal approval for corrective action from the COR and follow-up with a written report. | Zero Deviation | Periodic Inspection |
| 1.15.3. | Organizational Structure and Key Personnel | The Contractor shall include a detailed organizational chart that depicts the roles of responsibilities of each functional area. | Zero Devision | 100% Inspection |
| 1.15.3. | Organizational Structure and Key Personnel | The Contractor shall identify, maintain, and update a list of Key Personnel within their organization for all requirements identified in the PWS. | Zero Devision | Periodic Inspection |
| 1.15.4. | Recruitment and Retention Plan | The Contractor shall provide the Government with a recruitment and retention plan that addresses: their recruitment and hiring practices, retention measures, termination policies and procedures, employee development tools, and compensation policies, any other policies that would serve to obtain and maintain the personnel resources necessary to successfully perform the work specified in the PWS. | Zero Devision | 100% Inspection |
| 1.16. | Contracting Officer's Representative (COR) | The Contractor shall acknowledge the COR Designation Letter in writing and return to the KO within 5 business days of receipt. | Zero Deviation | 100% Inspection |
| 1.17.2. | In-Process Reviews (IPRs) | The Contractor shall plan and conduct IPRs every two weeks. The Contractor shall prepare, distribute and use an agenda for the meeting to ensure that all participants are prepared to address pertinent issues and to serve as a mechanism for ensuring that all issues are addressed by the leadership. | 5.0% | Periodic Inspection |
| 1.17.2. | IPRs | On a quarterly basis, the Contractor shall present a new technology, concept, or change to existing technology in an effort to enhance NEC capabilities or efficiencies | Zero Deviation | 100% Inspection |
| 1.18. | Quality Control | The Contractor shall develop, implement, and maintain an effective Quality Control System which includes a written Quality Control Plan (QCP). | Zero Deviation | 100% Inspection |
| 1.18. | Quality Control | One copy of the Contractor’s QCP shall be provided to the Contracting Officer at the time the contract proposal is submitted. | Zero Deviation | 100% Inspection |
| 1.19. | Quality Assurance | The Contractor shall explain in writing why performance was not in conformance with the requirements of the contract, how performance will be returned to conformance, and how recurrence of the problem will be prevented in the future. | Zero Deviation | Periodic Inspection |
| 1.19. | Quality Assurance | The Contractor shall complete and return the CDR to the Contracting Officer and COR within five workdays after receipt of the CDR. | 5.0% | 100% Inspection |
| 1.23. | Reporting Requirements | he Contractor shall provide reports on the IT requirements identified within the PWS and listed in the Contract Data Requirements List. | 5.0% | Periodic Inspection and Customer Complaints |
| 1.24 | Safety | The Contractor shall establish and implement a comprehensive Safety Program Plan for use by contractor and sub-contractor employees. This Plan shall incorporate appropriate elements of 29 CFR 1910 and 1926, AR 385-10, NETCOM Reg 385-1 and applicable OSHA regulatory guidance. The Contractor shall provide the COR and KO with its Safety Program Plan within 30 calendar days of contract award for acceptance. | Zero Deviation | 100% Inspection |
| 1.24.2 | Safety | During the performance of tasks requiring protective equipment and clothing, contractor employees shall wear safety items required by OSHA and as specified in the applicable regulations. | Zero Deviation | Periodic Inspection |
| 1.24.3. | Safety | The Contractor shall correct any safety violations, caused by a contractor employee, during non-duty hours at no additional cost to the Government. | Zero Deviation | 100% Inspection |
| 1.24.4 | Safety | The Contractor shall ensure all employees receive the safety training required by all federal, state and local laws and policies. The Contractor shall maintain the safety training records and make them available to the COR and KO upon request. | Zero Deviation | Periodic Inspection |
| 1.25. | Access to Protected Information | If, during the performance of this requirement, Contractor personnel obtain access by any means to protected information, they shall not disclose, publish, divulge, release, or make known, in any manner or to any extent, the information except as necessary to carry out duties under this contract. | Zero Deviation | Periodic Inspection |
| 1.25. | Access to Protected Information | The Trade Secrets Act prohibits releasing proprietary information without the owner’s consent. Accordingly, all Government Contractors are required to mark their proprietary information, and any time the Contractor is given inadvertent access to such marked information, the Contractor shall inform the Contracting Officer of the access. | Zero Deviation | Periodic Inspection |
| 1.26. | Travel | The COR will approve all travel requirements before travel begins. The Contractor shall not proceed without this notification and adequate contract funding. | Zero Deviation | 100% Inspection |
| 1.26.1 | Travel and Training Costs | The Contractor shall submit all requests for reimbursable travel/training prior to commencing travel or training, to the Government for approval within 10 workdays prior to requested travel/training. | 5.0% | Periodic Inspection |
| 1.26.2. | Remote Site Travel | The Contractor shall provide an after action report to the Government with 3 days upon return from travel. | 5.0% | Periodic Inspection |
| 1.27. | Training | The Contractor personnel shall have training and required certifications prior to the start of this contract. | Zero Deviation | 100% Inspection |
| 1.27.3. | Soldier, Civilian Integration Program (SCIP) | The Contractor shall be required to provide limited training to the specified personnel to consist of familiarizing them with local policies, Best Business Practices (BBPs), and procedures. This is typically accomplished through job shadowing for a limited time. | Zero Deviation | Periodic Inspection |
| 1.28. | Obtaining Materials and Supplies in a Timely Manner | By the third workday of each month, the Contractor shall provide the Government that includes all materials and supplies (and invoices) purchased by the Contractor during the reporting period. The monthly report will reflect anything reimbursed by the customer via credit card transaction or modification to the contract. | 9.0% | Periodic Inspection |
| 1.29. | Processes and Procedures Documentation | The Contractor shall develop and operate a document management system utilizing standard naming conventions for document retrieval. | Zero Deviation | Periodic Inspection |
| 1.29. | Records Management Plan | The Contractor shall provide a records management plan to the COR within 60 days of the award of the contract. | Zero Deviation | 100% Inspection |
| 4.2 | Contractor Property | Upon completion or termination of this contract, the Contractor shall remove all Contractor-owned equipment/property. If the Contractor does not remove Contractor-owned items NLT thirty (30) calendar days after the conclusion of the contract, the Government will properly dispose of the items. | Zero Deviation | 100% Inspection |
| 5.1.3. | Service Order/Trouble Ticket System | This is an Army-mandated system that must be used by the Contractor to document all work as required IAW local NEC policies. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.1.3. | Service Order/Trouble Ticket System | In the event the Government furnished ticketing system is unavailable, the Contractor must have a fallback process, e.g., pen and ink, spreadsheet, database, etc. Once the system is functional again, the Contractor is responsible for entering all data captured during downtime into the BMC Remedy ITSM Incident Management Module. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.1.3. | Service Order/Trouble Ticket System | The Contractor shall ensure work performed is documented. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.1.4. | Interactive Customer Evaluation (ICE) System | Contract shall send out the ICE survey link/instructions to the customer for all work completed within 3 business days after completion of work. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.1.4. | Interactive Customer Evaluation (ICE) System | The Contractor shall use the web-base ICE system to review all responses, follow-up with customers on all responses requiring follow-up within 2 business days, and update customer comment card notes field with "no follow-up required" for all responses not requiring follow-up. | 4.0% | Periodic Inspection and Customer Complaints |
| 5.1.8 | Project Implementation and Management | The Contractor shall notify the Government of any developments that are likely to significantly impact either costs or milestone schedule within 2 business days of determination | 5.0% | Periodic Inspection and Customer Complaints |
| 5.1.8. | Project Implementation and Management | The Contractor shall provide project status updates at a minimum of every 2 weeks or when any significant change occurs. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.1.0. | Meetings and Daily Actions | The Contractor shall make appropriate, knowledgeable personnel available as required for project planning, status meetings, and normal day-to-day customer interactions. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.1.11. | Configuration Control Board (CCB) | The Contractor shall review Change Request (CR) and Certificate of Networthiness (CoN) documents to ensure completeness and data accuracy;l address customers’ CR and CoN questions and use of the CCB site; provide technical experts to be members of and participate in the CCB providing technical advice and recommendations. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.1.12. | Certificate of Networthiness (CoN) | The Contractor shall ensure that a CoN is available for all Contractor purchased software that will be installed or integrated into existing Government IT systems and networks. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.1.13. | Warranty Repair | The Contractor shall provide all required data to designated Government personnel for acquiring or renewing maintenance, one year prior to equipment’s warranty expiration. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.1.14. | Reports and Data Requirements | The Contractor shall maintain and support existing applications utilizing data from Microsoft SCCM, Nexus ACAS, Microsoft Active Directory, Microsoft SQL Server, and other various sources in order to provide reports and data to the Government staff. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.2.1.1.1. | Directory Services | |||
| The Contractor shall design and manage directory synchronizations with other systems. The Contractor shall ensure directory services are available 100% of the time. | 2.0% | Periodic Inspection | ||
| 5.2.1.1.2. | Directory Services | |||
| The Contractor shall perform weekly updates of directory services | 5.0% | Periodic Inspection | ||
| 5.2.1.2.1. | Storage Services | The Contractor shall maintain file storage. The Contractor shall perform weekly backups and scans outside of normal business hours. | 5.0% | Periodic Inspection |
| 5.2.1.2.1. | Storage Services | The Contractor shall notify the COR when the usable free space capacity reaches 25% or less. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.1.2.1. | Storage Services | The Contractor shall ensure storage system is operational 100% of the time within regular business hours. | 2.0% | Periodic Inspection |
| 5.2.1.2.2. | Storage Services | The Contractor shall maintain IP data paths for hosted application data storage (I-SCSI). The Contractor shall ensure this service is operational 100% of the time. | 2.0% | Periodic Inspection |
| 5.2.1.2.3. | Storage Services | The Contractor shall complete incremental backups daily | 2.0% | Periodic Inspection |
| 5.2.1.2.3. | Storage Services | The Contractor shall complete incremental backups daily and perform full system backups weekly. | 5.0% | Periodic Inspection |
| 5.2.1.2.3 | Storage Services | The Contractor shall conduct monthly data restore testing and provide results to the COR within 5 business days after testing is complete. The Contractor shall perform backups outside regular business hours. | Zero Deviation | Periodic Inspection |
| 5.2.1.2.4 | Storage Services | The Contractor shall provide the COR a report to reflect capacity and performance during IPRs (every two weeks). | 5.0% | Periodic Inspection |
| 5.2.1.2.5 | Storage Services | The Contractor shall provide high availability SAN-Based data pathing for hosted application data storage. The Contractor shall ensure these services are operational 100% of the time. | 2.0% | Periodic Inspection |
| 5.2.2.1.2 | (Database Administration Services) - Administration and Maintenance | The Contractor shall perform full systems backups weekly. Backups will be performed outside normal business hours | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.2.1.2 | (Database Administration Services) - Administration and Maintenance | The Contractor shall perform incremental backups daily. Backups will be performed outside normal business hours | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.2.1. | Desktop Support Services | The Contractor shall ensure every authorized Army user workstation is configured with Army Golden Master compliant configuration (including loading/configuring new systems, if required). | 1.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.2.3 | Desktop Support Services | The Contractor shall perform release management to include commercial software, standard software, and site license management, and new system releases. The Contractor shall respond within 2 business days to the request/contact. | 4.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.2.5. | Desktop Support Services | The Contractor shall provide local touch labor services to include installation, troubleshooting, and woftware updates, security updates, vendor patches (service packs, service releases), etc., when electronic application does not exist. The Contract will respond within 2 hours for Priority users and within 3 business days for all other users. | 4.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.2.5. | Desktop Support Services | By the 3rd workday of each month, the Contractor shall provide a detailed report, by customers’ organization of all software and firmware installs, updates, configurations and uninstalls (ticket number, customer information to include office symbol, Software, version, Serial Number, System Name) to the COR. | 4.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.2.6. | Desktop Support Services | By the 3rd workday of each month, the Contractor shall provide a detailed report on the outcome of any software testing/patching/version upgrade performed; i.e., ticket number, customer information, system name, software, test or patch or version upgrade, if hardware, if involved specify which HW; grouped by customer organization. The Contractor shall report "N/A" when no testing/patching/version upgrade was performed. The Contractor shall provide the monthly report to the COR and each customer organization. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.2.6 | Desktop Support Services | The Contractor shall update 100% of affected available devices in accordance with the timelines established within the Mandated IA bulletins and vulnerability assessments. The Contractor shall complete 100% of affected available devices within 20 business days | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.3. | Desktop Support Services | The Contractor shall resolve the local touch labor service requests within 1 business day of incident generation less authorized wait time for Priority users and within 4 business days of incident generation less authorized wait time for Non-priority users. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.3. | Software/Application Development for All Automation System Types | The Contractor shall not produce requirement documentation for the customer; however, they shall provide users with recommendations on approved equipment and software. The Contractor shall respond to the request/contact by the customer within 2 business days of request/contact. The Contractor shall provide recommendations within regular business hours. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.4 | Password Control Management | The Contractor shall issue, maintain, and delete end-user accounts. The Contractor shall perform work within 1 work day of request and delete accounts on a weekly basis. Examples would be Active Directory (AD) or Multi-Function Devices (MFDs). | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.5.1. | Life Cycle Replacement (LCR) | The Contractor shall provide configuration of end user and network devices to include computers, printers, laptops, scanners, PDAs, and other hardware. The Contractor shall respond to requests within 2 hours for Priority users and within 5 business days for all other users. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.5.1. | Life Cycle Replacement (LCR) | The Contractor shall resolve the configuration issues within 2 hours for Priority users and within 5 business days for all other users. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.5.2 | Life Cycle Replacement (LCR) | The Contractor shall evaluate customer prepared requests for acquisition and life-cycle replacement of end user devices to include computers, printers, lap tops, scanners, and other hardware. The Contractor shall provide resolution within 5 business days of request. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.5.3 | Life Cycle Replacement (LCR) | Within five workdays of receiving a request for bulk requirement for 15 or more devices, the Contractor shall provide the COR and customer organization with a detailed report of the life cycle replacement (LCR) requirement. This report shall include a schedule with the owning organization, expected completion date, list of affected equipment or software or anything considered LCR. The Contractor will provide weekly reports to the COR and the customer organization until completion of the requirement. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.5.3 | Life Cycle Replacement (LCR) | The Contractor shall provide configuration of bulk authorized end user and network devices (15 or more devices) to include computers, printers, lap tops, scanners, and other hardware. The Contractor shall respond within 2 business days of request | 3.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.5.3 | Life Cycle Replacement (LCR) | The Contractor shall provide resolution within 45 business days. | 3.0% | Periodic Inspection and Customer Complaints |
| 5.2.3.6. | Touch Labor Support | The Contractor shall provide Touch Labor support for Cyber Center Assets within 2 hours of request during regular business hours. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.4.1. | Web Support Services | The Contractor will provide web hosting services with 100% reliability. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.4.1. | Web Support Services | The Contractor shall perform full systems backups weekly and incremental backups daily. Backups will be performed outside normal business hours. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.4.2. | Web Support Services | The Contractor shall provide a formal web application change management process to deploy and maintain web sites, portals, web pages, and customized applications. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.2.4.4. | Web Support Services | The Contractor shall perform monthly scans for compliance and provide a scan results report to the COR within the first three workdays of each month. | 8.0% | Periodic Inspection and Customer Complaints |
| 5.2.4.5 | Web Support Services | The Contractor shall monitor systems for disk usage, disk performance, and system performance. The Contractor shall perform a weekly scan to ensure there is 20% or greater disk space free at all times. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.4.6 | Web Support Services | The Contractor shall manage user access controls. The Contractor shall issue new accounts within 2 business days of request. | 4.0% | Periodic Inspection and Customer Complaints |
| 5.2.4.6. | Web Support Services | The Contractor shall delete user accounts weekly. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.4.7. | Web Support Services | The Contractor shall ensure Information Assurance incidents; e.g., registry hacks, are reported within 2 hours of receipt. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.5.1.2. | Server Administration | The Contractor shall install hardware, operating system, and software for file, print, and common-user applications servers, and server farms/banks. The Contractor shall perform weekly backups. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.5.1.3. | Server Administration | The Contractor shall install operating system service packs, patches and application updates and patches on all common user servers and conduct verification testing. The Contractor shall notify the Government of adverse test results prior to applying updates. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.2.5.1.3. | Server Administration | The Contractor shall complete the installation of updates within the timeframe established. | 4.0% | Periodic Inspection and Customer Complaints |
| 5.2.5.1.4. | Server Administration | The Contractor shall perform security checks on operating systems and system backups for each server. The Contractor shall perform full backups weekly and incremental backups daily. Back-ups will be performed outside normal business hours. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.5.1.5. | Server Administration | The Contractor shall monitor system logs, security logs, and application logs at least once daily and maintain them for a minimum of one year. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.2.5.1.5. | Server Administration | The Contractor shall notify the Government of any discrepancies, problems, or anomalies must be reported within 2 work hours to the Government. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.5.2.1. | Touch Labor | The Contractor shall provide touch labor support within 4 hours for mission critical systems; and next business day for routine systems. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.5.2.1. | Touch Labor | The Contractor shall resolve server ticket issues within 1 business day less authorized wait time for Priority users and within 4 business days of incident generation less authorized wait time for Non-priority users. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.5.2.2 | Touch Labor | Contract shall provide local touch labor for Army Cyber Center managed systems located at this installation. The Contractor shall respond within 2 hours of notification | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.2.6.1.1 | External Networks | The Contractor shall conduct daily system files backup. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.1.1 | External Networks | The Contractor shall conduct a weekly data backup. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.1.1 | External Networks | The Contractor shall provide a utilization report per established schedule. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.1.1 | External Networks | The Contractor shall ensure the installation data network is operational 100% of the time less scheduled down time. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.3.1. | Local Area Network (LAN) and Campus Area Network (CAN) | The Contractor shall ensure the installation data network is operational 100% of the time less scheduled down time. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.3.2. | Local Area Network (LAN) and Campus Area Network (CAN) | The Contractor shall response within 4 hours for mission critical systems and next business day for routine systems. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.4.1. | (Management of Data Network Services) Network Management | The Contractor shall notify the Government within 30 minutes if the network is unavailable. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.2.6.4.1. | (Management of Data Network Services) Network Management | The Contractor shall perform network discovery and conduct fault analysis. The Contractor shall report fault analysis infractions to the COR within 1 business day of discovery | 5.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.4.4. | (Management of Data Network Services) Network Management | The Contractor shall operate and maintain ICAN and LAN network infrastructure equipment. The Contractor shall ensure 100% availability for the infrastructure. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.4.5. | (Management of Data Network Services) Network Management | The Contractor shall report significant network switch degradation immediately to NEC Management. The Contractor shall open a ticket in ITSM within 30 minutes of noticing network switch degradation. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.5.1 | Touch Labor | The Contractor shall respond to ICAN and LAN ticket requests within 4 hours for mission critical systems and next business day for routine systems. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.7.1. | Wireless Computing Services | The Contractor shall provide assistance within 2 work hours for priority users and within 3 business days for all other inquiries. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.6.7.2. | Wireless Computing Services | The Contractor shall provide resolution within 1 business day of request and shall delete accounts on a weekly basis. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.7.1.1. | COOP Administration | The Contractor shall exercise the COOP annually and provide the COR with a written after action report within 5 business days of completion of exercise. | Zero Deviation | 100% Inspection |
| 5.2.7.1.3. | COOP Administration | The Contractor shall store all performed backups weekly at a Government-designated offsite location. | 5.0% | Periodic Inspection |
| 5.2.7.1.3. | COOP Administration | The Contractor shall test recovery of data monthly and provide a synopsis of the test results to the COR. | Zero Deviation | 100% Inspection |
| 5.2.7.2.1. | Disaster Recovery | The Contractor shall test the Disaster Recovery Plan annually and provide a test synopsis to the COR. | Zero Deviation | 100% Inspection |
| 5.2.7.2.2. | Disaster Recovery | The Contractor shall provide critical systems restores within 24 hours of disaster. | Zero Deviation | 100% Inspection |
| 5.2.7.2.3. | Disaster Recovery | The Contractor shall store weekly backups at an offsite location. | 5.0% | Periodic Inspection |
| 5.2.7.2.3. | Disaster Recovery | The Contractor shall conduct an exercise each year and provide a written synopsis to the COR within 5 business days of completion of exercise. | Zero Deviation | 100% Inspection |
| 5.2.8.1. | Automation Service Support | The Contractor shall receive, document, and assign Service Requests from ITSM within 30 minutes of receipt during regular business hours. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.8.2. | Automation Service Support | The Contractor shall create Service Requests when required within 30 minutes; e.g., outage, local issue. The Contractor shall monitor and close ITSM tickets and referenced in Section C5.1.3. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.8.3. | Automation Service Support | The Contractor shall issue weekly reports to the COR. The Detailed report shall include all NIPR/SIPR tickets opened weekly. Data requirements are outlined in CDRL (TE-3). | 4.0% | Periodic Inspection and Customer Complaints |
| 5.2.8.4. | Automation Service Support | The Contract shall send out Government approved email notifications no less than 24 hours prior to scheduled outage or system maintenance. | Zero Deviation | 100% Inspection |
| 5.2.8.5. | Automation Service Support | The Contractor shall send out surveys to customers within 3 business days of work completion | 2.0% | Periodic Inspection and Customer Complaints |
| 5.2.8.5. | Automation Service Support | The Contractor shall initiate follow-up with corrective action within 2 business days and document their resolution ICE. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.3.1. | VTC Studio | The Contractor shall send out a confirmation email which will include instructions and responsibilities prior to scheduled session. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.3.1. | VTC Studio | The Contractor shall ensure VTC circuit(s) and switch(es) are 100% fully operational. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.3.2.2. | VTC Studio - Touch Labor Support | The Contractor shall provide touch labor support within 2 hours for Priority users and within 3 business days for all other user requests. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.3.4. | Secure VTC Support | The Contractor shall provide technical support and assistance in the design, acquisition, installation, and operation of the equipment to established user list provided by the COR. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.3.4. | Secure VTC Support | The Contractor shall provide this service from 0600-1800, Monday through Friday. | Zero Deviation | Periodic Inspection and Customer Complaints |
| 5.3.4. | Secure VTC Support | The Contractor shall meet the 30 minute response time or be available for scheduled SVTC. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.3.4. | Secure VTC Support | The Contractor shall ensure SVTC circuit(s) and switch(es) are 100% fully operational. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.4.1.1. | (Information Assurance) DoD PKI Services | The Contractor shall provide 100% reliability to DoD PKI Services | 0.1% | Periodic Inspection and Customer Complaints |
| 5.4.1.2. | (Information Assurance) PKI Authentication | The Contractor shall provide 100% reliability to DoD PKI Authentication Services. | 0.1% | Periodic Inspection and Customer Complaints |
| 5.4.2. | (Information Assurance) COMSEC Keying Material | The Contractor shall ensure the operability of cryptographic equipment is available 100% of the time. | 0.1% | Periodic Inspection and Customer Complaints |
| 5.4.3.1. | Security Risk Assessment, Information Assurance Certification and Accreditation Program, and Certificate of Networthiness (CON) | The Contractor shall develop and maintain documentation for the Risk Management Framework (RMF) Program process in accordance with AR 25-2. | Zero Deviation | Period Inspection |
| 5.4.3.1. | Security Risk Assessment, Information Assurance Certification and Accreditation Program, and Certificate of Networthiness (CON) | The Contractor shall review C&A documentation annually. | Zero Deviation | 100% Inspection |
| 5.4.3.2. | Vulnerability Risk Assessment | The Contractor shall provide analysis and reports of known or potential LWN vulnerability risks to the Government on a weekly basis. | 5.0% | Periodic Inspection |
| 5.4.3.3. | (Information Assurance) Risk Management/Accreditation/Certification Policy Services | The Contractor shall provide baseline certification and accreditation support for all installation activities. The Contractor shall respond to customer requests for certification and accreditation and INFOSEC guidance within 2 business days. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.4.4.1. | (Information Assurance, Network Security Devices) Defense in Depth | The Contractor shall detect and report malicious/unauthorized activity through the NEC Computer Emergency Response Team (CERT) within 2 hours of detection. | Zero Deviation | Period Inspection |
| 5.4.4.1. | (Information Assurance, Network Security Devices) Defense in Depth | The Contractor shall provide Defense in Depth services with 100% reliability. | 0.1% | Period Inspection |
| 5.4.4.1. | (Information Assurance, Network Security Devices) Defense in Depth | The Contractor shall perform vulnerability scans weekly or more often as required. | 5.0% | Period Inspection |
| 5.4.4.3. | Wireless Intrusion Detection Sensors (WIDS) | The Contractor shall ensure all connections with entities outside the Army pass through forward and reverse application level proxies at the Demilitarized Zone (DMZ) perimeter. | Zero Deviation | Period Inspection |
| 5.4.5.1. | IAVA Program | If systems are found to be non-compliant, IA incidents, to include registry hacks, are reported to the Government. | Zero Deviation | Period Inspection |
| 5.4.5.1. | IAVA Program | The Contractor shall report IAVM compliance in the required database/systems on a weekly basis. | 5.0% | Period Inspection and Customer Complaints |
| 5.4.5.1. | IAVA Program | The Contractor shall develop Mitigation Action Plan (MAP) and IAVM Plan of Action and Milestones (POA&M). | Zero Deviation | Period Inspection |
| 5.4.5.3. | Malicious and Unauthorized Activities | The Contractor shall detect and report malicious/unauthorized activity to the Government within 2 hours of detection. | 2.0% | Periodic Inspection and Customer Complaints |
| 5.4.6. | (Information Assurance) Password Control Management | The Contractor shall issue, maintain, and delete network accounts and passwords. The Contractor shall issue accounts within 3 business days of request. | 4.0% | Periodic Inspection and Customer Complaints |
| 5.4.6. | (Information Assurance) Password Control Management | The Contractor shall delete accounts on a weekly basis. | 5.0% | Periodic Inspection and Customer Complaints |
| 5.4.8. | (Information Assurance) Host-Based Security System (HBSS) | The Contractor shall provide HBSS services with 100% reliability within regular business hours. | 2.0% | Periodic Inspection |
| 5.4.9.1 | (Information Assurance) Compliance Monitoring and Enforcement | The Contractor shall determine abnormalities, attacks, damages, and unauthorized modifications in the network via mechanisms such as intrusion detection devices. The Contractor shall provide this service with 100% reliability | 2.0% | Periodic Inspection |
https://cmra.army.mil/
PRS FOR PWS ABOVE BASELINE SERV
| NEC-RIA ITS SOLICITATION | |||||
| PWS # | Required Service | Performance Standard | AQL | Method of Surveillance | |
| 5.5.1. | Army Sustainment Command (ASC) | ||||
| 5.5.1.2 | VTC Conference Room Support | The Contractor shall be responsible for the daily maintenance of IT equipment as applicable to the VTC conference rooms in this section. | 1.0% | Periodic Inspection and Customer Complaints | |
| 5.5.1.2.1. | VTC Conference Room Support | The Contractor shall utilize and maintain web-enabled scheduling interface that customers can use to check availability and schedule conference rooms. | 1.0% | Periodic Inspection and Customer Complaints | |
| 5.5.1.2.1. | VTC Conference Room Support | Any conference room the Contractor possesses keys shall be opened and closed by the Contractor during regular business hours. | 1.0% | Periodic Inspection and Customer Complaints | |
| 5.5.1.2.2. | VTC Conference Room Equipment | The Contractor shall be responsible for providing the Government all information/costs regarding maintenance or upgrades/upkeep to the conference room IT equipment. This information should include an equipment integration plan, listing of the equipment/parts, labor and any related costs. | Zero Deviation | 100% Inspection and Customer Complaints | |
| 5.5.1.2.2. | VTC Conference Room Equipment | If hardware failure occurs concerning the Conference Room desktops, the ASC organizational POC shall be notified for appropriate action. | Zero Deviation | 100% Inspection and Customer Complaints |
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