Microsoft_Prem_Sup_Svc_PWS_14SEP18.docx

Performance Work Statement (PWS) Microsoft Premier Services

1. General Information: a. USARCENT MCP has a need to purchase Microsoft Premier Support Services. Under this Premier Support agreement, Microsoft will assign USARCENT MCP a Technical Account Manager (TAM) who will assist with resolving specific technical issues; provide advice, guidance and training on a range of operational and product topics. The assigned TAM also ensures effective usage of the services and will provide a direct link to Microsoft with the goal of providing service that leads to the highest level of satisfaction. This service will primarily be executed via telephone. On site supported will be required on an as needed basis dictated by the government. All support will be based on the description of services provided by Microsoft.

1.1 Quality Control: The contractor shall develop and maintain an effective quality control (QC) program to ensure services are performed in accordance with the PWS. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s QC program is the means by which the contractor assures the government the work and supported provided complies with contract requirements. A written quality control program shall be submitted within 30 days after contract award to the COR and within five days when changes are made thereafter.

1.2 Quality Assurance Surveillance Plan (QASP): The government will prepare a Quality Assurance Surveillance Plan (QASP) for this contract. The QASP will be focused on what the Government must do as a minimum to ensure that the contractor performed requirements in accordance with the PWS. The QASP for this contract will define how performance work standards will be applied, the frequency of surveillance, and minimum acceptable defect rate(s).

1.3 Hours of Operation: The contractor is responsible for conducting business, between the hours of 8:00 a.m. to 4:30 p.m., Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons. When hiring personnel, the Contractor shall keep in mind that the stability and continuity of the workforce are essential.

The Contractor will not physically work at MCP, USARCENT, Shaw AFB. The contractor will provide on call support via telephone.

The Contractor shall provide on-site support when needed by the Government based on the agreed hours of support listed in the contract.

1.4 Place of Performance: The on-site work to be performed under this contract will be performed at MCP, USARCENT, Shaw AFB, SC 29152. The off-site telephonic support will be provided at the Contractor’s location.

1.5. Security Requirements: Some projects may require access to controlled or sensitive information and facilities. Upon contract start date, all contractor personnel shall possess a final SECRET security clearance in accordance with DD Form 254 (Attachment 2), Contract Security Classification Specification. Contractor personnel shall comply with all applicable security and safety regulations, guidance, and procedures, including local, referenced in this SOW and in effect at the work sites. All personnel must meet requirements IAW DODD 8570.

1.5.1 Common Access Card (CAC): Contractor employees are required to obtain a Contractor Common Access Card (CAC) and appropriate building security access badge to use government facilities, equipment and systems. Government issued credentials are the property of the U.S. Government and shall not be retained by the cardholder upon expiration, replacement, or when the DoD affiliation of the employee has been terminated. The Contractor shall ensure Government issued credentials are retrieved/returned to the issuing Trusted Agent. The issuing Trusted Agent for this contract is the COR. The Contractor shall submit and maintain a list of all contract employees to the COR prior to commencement of work. This list shall contain the full name, position, phone number, email address, last four digits of social security number, sex, and date of birth. Information is used to validate security clearance and issue Common Access Card (CAC). The COR will validate CAC for contractor employees as needed through the approved Contractor Verification System. Unauthorized possession of an official credential, such as a CAC or building access card, can be prosecuted criminally under Title 18, section 701, United States Code.

1.5.2. Physical Security: The contractor shall be responsible for safeguarding all government equipment, information and property provided for contractor use. At the close of each work period, government facilities, equipment, and materials shall be secured if work performed at Government facility.

1.5.3 Key Control: All keys or key cards issued to the Contractor by USARCENT will follow all Government and Shaw AFB procedures to ensure keys are not lost/misplaced and not used by unauthorized persons. No keys issued to the Contractor by the Government shall be duplicated. 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. The Contractor shall immediately report any occurrences of lost or duplicate keys/key cards to the Contracting Officer.

1.5.3.1. In the event keys, other than master keys, are lost or duplicated, the Contractor shall, upon direction of the Contracting Officer, re-key or replace the affected lock or locks; however, the Government, at its option, may replace the affected lock or locks or perform re-keying. When the replacement of locks or re-keying is performed by the Government, the total cost of re-keying or the replacement of the lock or locks shall be deducted from the monthly payment due the Contractor. In the event a master key is lost or duplicated, all locks and keys for that system shall be replaced by the Government and the total cost deducted from the monthly payment due the Contractor.

1.5.4.2 The Contractor shall prohibit the use of Government issued keys/key cards by any persons other than the Contractor’s employees. The Contractor shall prohibit the opening of locked areas by Contractor employees to permit entrance of persons other than Contractor employees engaged in the performance of assigned work in those areas, or personnel authorized entrance by the Contracting Officer.

1.5.5.3 Lock Combinations- The Contractor shall establish and implement methods of ensuring that all lock combinations are not revealed to unauthorized persons. The Contractor shall ensure that lock combinations are changed when personnel having access to the combinations no longer have a need to know such combinations. These procedures shall be included in the Contractor’s Quality Control Plan.

1.5.6 AT Level I Training. This provision/contract text is for contractor employees with an area of performance within an Army controlled installation, facility or area. All contractor employees, to include subcontractor employees, requiring access to Army installations, facilities and controlled access areas shall complete AT Level I awareness training within 30 calendar days after contract start date or effective date of incorporation of this requirement into the contract, whichever is applicable. The contractor shall submit certificates of completion for each affected contractor employee and subcontractor employee, to the COR or to the contracting officer, if a COR is not assigned, within 30 calendar days after completion of training by all employees and subcontractor personnel. AT Level I awareness training is available at the following website: https://atlevel1.dtic.mil/at.

1.5.7 Access and General Protection/Security Policy and Procedures. This standard language text is for contractor employees with an area of performance within an Army controlled installation, facility or area. Contractor and all associated sub-contractors employees shall comply with applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative). The contractor shall also provide all information required for background checks to meet installation access requirements to be accomplished by installation Provost Marshal Office, Director of Emergency Services or Security Office. Contractor workforce must comply with all personal identity verification requirements as directed by DoD, HQDA and/or local policy. 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.

1.5.8 iWATCH Training. This standard language is for contractor employees with an area of performance within an Army controlled installation, facility or area. The contractor and all associated sub-contractors shall brief all employees on the local iWATCH program (training standards provided by the requiring activity ATO). This local developed training will be used to inform employees of the types of behavior to watch for and instruct employees to report suspicious activity to the COR. This training shall be completed within 30 calendar days of contract award and within 60 calendar days of new employees commencing performance with the results reported to the COR NLT 75 calendar days after contract award.

1.5.9 Contractor Employees Who Require Access to Government Information Systems. All contractor employees with access to a government info system must be registered in the ATCTS (Army Training Certification Tracking System) at commencement of services, and must successfully complete the DoD Information Assurance Awareness prior to access to the information systems and then annually thereafter.

1.5.10 OPSEC Training. Per AR 530-1, Operations Security, new contractor employees must complete Level I OPSEC training within 30 calendar days of their reporting for duty. All contractor employees must complete annual OPSEC awareness training.

1.5.11 Information assurance (IA)/information technology (IT) training. All contractor employees and associated sub-contractor employees must complete the DoD IA awareness training (Level I) before issuance of network access and annually thereafter. All contractor employees working IA/IT functions must comply with DoD and Army training requirements in DoD 8570.01, DoD 8570.01-M and AR 25-2 within six months of employment.

1.6 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract; perform inspections necessary in connection with contract performance; maintain written and oral communications with the Contractor concerning technical aspects of the contract; issue written interpretations of technical requirements, including Government drawings, designs, specifications; monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property; and provide site entry of Contractor personnel. COR is responsible for approving invoices and sending notification back to the vendor when it is approved, to include COR will approve in WAWF. The COR, shall maintain a file copy with all supporting documentation of actual costs incurred during the billing period. The COR shall complete Wide Area Workflow (WAWF) Acceptor Training located at http://www.wawftraining.com and understands that all receiving reports will be processed electronically. The COR is not authorized to change any of the terms and conditions of the resulting order.

Monthly Contractor Progress, Status and Management Report. The contractor shall provide monthly status report of the account hours and cases utilized. The contractor shall develop the documentation required to support this effort in the format as requested by the COR or Government Technical Lead.

Meetings. The contractor shall participate in meetings and briefings as required by the Government when on-site or via teleconference.

Data Integrity. Data pertaining to other contracts and services may reside on Information Technology (IT) systems utilized or accessed by contractor personnel. Contractor personnel shall in no way divulge any information or use this information for their gain. The contractor shall notify the COR of any potential conflicts of interest.

1.5.8 Identification of Contractor Employees: All contract personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression in the minds of members of the public that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed. Contractor personnel may be required to obtain and wear badges in the performance of this service.

1.5.15 FULL PERFORMANCE OF SERVICES: To minimize any decreases in productivity and to prevent possible negative impacts on additional services, the Contractor shall have personnel on board, in order to commence full performance of services on the contract start date.

PART 2

DEFINITIONS & ACRONYMS

2. DEFINITIONS AND ACRONYMS:

2.1. DEFINITIONS:

2.1.1. CONTRACTOR. A supplier or vendor awarded a contract to provide specific supplies or service to the government. The term used in this contract refers to the prime.

2.1.2. CONTRACTING OFFICER. A person with authority to enter into, administer, and or terminate contracts, and make related determinations and findings on behalf of the government. Note: The only individual who can legally bind the government.

2.1.3. CONTRACTING OFFICER'S REPRESENTATIVE (COR). An employee of the U.S. Government appointed by the contracting officer to administer the contract. Such appointment shall be in writing and shall state the scope of authority and limitations. This individual has authority to provide technical direction to the Contractor as long as that direction is within the scope of the contract, does not constitute a change, and has no funding implications. This individual does NOT have authority to change the terms and conditions of the contract.

2.1.4. DEFECTIVE SERVICE. A service output that does not meet the standard of performance associated with the Performance Work Statement.

2.1.5. DELIVERABLE. Anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

2.1.6. KEY PERSONNEL. Contractor personnel that are evaluated in a source selection process and that may be required to be used in the performance of a contract by the Key Personnel listed in the PWS. When key personnel are used as an evaluation factor in best value procurement, an offer can be rejected if it does not have a firm commitment from the persons that are listed in the proposal.

2.1.7. PHYSICAL SECURITY. Actions that prevent the loss or damage of Government property.

2.1.8. QUALITY ASSURANCE. The government procedures to verify that services being performed by the Contractor are performed according to acceptable standards.

2.1.9. QUALITY ASSURANCE Surveillance Plan (QASP). An organized written document specifying the surveillance methodology to be used for surveillance of contractor performance.

2.1.10. QUALITY CONTROL. All necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

2.1.11. SUBCONTRACTOR. One that enters into a contract with a prime contractor. The Government does not have privity of contract with the subcontractor.

2.1.12. WORK DAY. The number of hours per day the Contractor provides services in accordance with the contract.

2.1.12. WORK WEEK. Monday through Friday, unless specified otherwise.

2.2. ACRONYMS:

PART 3

GOVERNMENT FURNISHED PROPERTY, EQUIPMENT, AND SERVICES

3. GOVERNMENT FURNISHED ITEMS AND SERVICES:

3.1. Services: The Government will provide COR assistance during the contract period.

3.3 Utilities: The Government will provide required power and utilities at the government facilities which are available for contract employee’s’ use in performance of the tasks outlined in this PWS, Part 5. The Contractor shall instruct employees in utilities conservation practices.

Government-Furnished Property. When on-site, the contractor will work with government oversight. The Government will provide the necessary equipment and associated software and oversight to execute the technical support. Office space and facilities, including meeting places, workspace, office furniture and duplicating equipment required for accomplishing the task will be provided when required when on-site. The Government will also provide expendable supplies for use by the contractor personnel at the work site as required.

3.5 Accountability: The Government and the Contractor will comply with Defense Department directives regarding life cycle replacements for equipment needed for this contract, property transactions, property accountability, property management, lateral transfer of property, temporary loans of property, property adjustments, property record keeping, property maintenance, and disposing property through the Defense Reutilization and Marketing Office (DRMO).

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. CONTRACTOR FURNISHED ITEMS AND RESPONSIBILITIES:

4.1 General: The Contractor shall furnish materials, supplies, cell phones and equipment necessary to meet the requirements under this PWS that are not provided by the Government under Part 3, Government Furnished Property, Equipment, and Services.

PART 5

SPECIFIC TASKS

5. Specific Tasks:

The contractor shall provide operations and maintenance services on the existing NIPR Sharepoint platform in Patton Hall. The contractor shall not perform any Research and Development services under this contract.

This PWS establishes and defines requirements for Microsoft support shall include the following:

5.1 Technical Account Manager The Contractor shall provide a Technical Account Manager (TAM) who shall coordinate and streamline the support among all the Designates Support Engineers. The TAM shall provide USARCENT with the following : 1) Act as the single POC of access to all Microsoft Share Point Subject Matter Experts, 2) Act as the communication conduit for latest security information, 3) Provide access to Support Assistance beyond problem resolution support, 4) Provide assistance on planning Microsoft infrastructure services, 5) Quickly identify and address potential problems, 6) Provide access to Microsoft product and technology experts, 7) Provide Microsoft related problem resolution support, 8) Provide the ability to submit Problem Requests to Microsoft, 9) Provide rapid On site services, 10) Provide assistance on software conversion.

5.2 Premier Field Engineer The contractor shall provide an Engineer qualified to provide Premier Field Engineer (PFE) support to USARCENT. The PFE shall be a Microsoft Share Point expert and will work with USARCENT network/system administrators to fine tune and optimize server operations. The PFE shall provide structured assessments of production environments and documentation to ensure operational supportability. The PFE shall provide assistance with back-up and restore procedure and associated documentation. The PFE shall provide on-going risk assessments in the areas of performance and optimization. When requested by the Government, the PFE shall monitor systems and application logs in order to trouble shoot the platform. The PFE shall provide access to Microsoft Premier online customer portal with extended partner knowledgebase. The PFE shall provide 24x7 business-critical support via telephone and rapid onsite support during business hours.

5.3. Restrictions on Development. The contractor will abide by the restrictions noted below, unless the contractor receives direction per subparagraph 5.3(g) below. These restrictions are applicable and take precedence over any language elsewhere in this contract that may conflict with this clause:

a. “Software Development” under this contract may include minor configuration utilizing the software's existing capabilities/functionality, but does not include major upgrades increasing the performance envelope of existing software or systems. “Software development” under this contract does not include writing new software code that creates new capabilities.

b. “Software maintenance” under this contract may include minor improvements in software functionality accomplished during routine maintenance (for example, the creation/purchase of small a plug-and-play application or script that fine tunes or optimizes the existing application service provider capability); however, it does not include writing new software code on existing software that creates new capabilities.

c. Provision of software "upgrades" as part of software maintenance may include providing software releases categorized as versions of the basic release and not involving significant improvements or extensive testing. However, it does not include adding significant additional software functionality.

d. Similarly, software or hardware "development," "enhancement," "fixes," "automation," “dashboard creation,” “programming,” “process improvement,” “workflow creation,” “solution development,” “patch management,” “solution exploitation,” or other related support does not include writing new code beyond minor configuration of existing software, does not include creating significant new functionality, and does not include conducting significant testing and/or evaluation.

e. “Code writing” does not include adding significant new functionality.

f. “Test and evaluation” does not include testing and evaluation of new products or capability improvements to current products that do not presently exist, including modifying COTS items to add Army unique functionality.

g. Where the scope of effort may fall into the restrictions of subparagraphs (a) through (f) above, the contractor shall, prior to proceeding with the effort, request direction from the COR. Prior to providing such direction to the contractor, the COR will solicit advice from the legal advisor to the fund certifying officer for this contract, as to whether the contemplated effort is compliant with DoD and Army fiscal regulations.

5.4. CONTRACTOR MANAGEMENT REPORTING (CMR): The contractor will report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for the Department of the Army via a secure data collection site. The contractor is required to completely fill in all required data fields using the following web address: http://www.ecmra.mil, and then click on “Department of the Army CMRA” or the icon of the DoD organization that is receiving or benefitting from the contracted services.

Reporting inputs will be for the labor executed during the period of performance during each Government FY, which runs from 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 2018. Contractors may direct questions to the help desk by clicking on “Send an email” which is located under the Help Resources ribbon on the right side of the login page of the applicable Service/Component’s CMR website at http://www.ecmra.mil. As part of its submission, the contractor will also provide the estimated total cost (if any) incurred to comply with this reporting requirement.”

PART 6

APPLICABLE PUBLICATIONS

6. APPLICABLE PUBLICATIONS (CURRENT EDITIONS)

6.1.1 Regulations, Publication, and Policies: The Contractor must abide by all applicable regulations, publications, manuals, and local policies and procedures including: Defense Department policies, Army Regulation (AR) 25-1, Army Knowledge Management and Information Technology; AR 25-2, Information Assurance; AR 380-67, Personnel Security Program; and AR 530-1, Operations Security, Army Gold Master (AGM) baselines and IA guidelines on servers, workstations and databases.

6.1.2 Waivers: The Contractor must provide waivers for exceptions to applicable Defense Department publications to deviate from Gold Master (AGM) baselines and Information Assurance compliance guidelines on servers, workstations, databases prior to fielding non standard software, and/or non standard server/workstation equipment.

6.1.3 Accountability: The Government and the Contractor will comply with Defense Department directives (e.g., AR 25-400-2, DA PAM 750-3) regarding life cycle replacements for equipment needed for this contract, property transactions, property accountability, property management, lateral transfer of property, temporary loans of property, property adjustments, property record keeping, property maintenance, and disposing property through the Defense Reutilization and Marketing Office (DRMO).

Other applicable publications, as required by the COR, can be found the Internet at the following address: http://www.apd.army.mil/