A01_PWS_CECOM-Pharos_Secured_Printing_redacted.pdf

1. General

1.1. Scope of Work: CECOM G6 requests licensing, maintenance and product support for Pharos Secured

Printing software and hardware to include the following features:

a. Access to telephone, e-mail, and online chat based support with response time to be within 24 hours of request.

b. Access to a support portal with rights associated to registered account(s) included therein, product information, FAQs, Knowledge-based database and training videos.

c. Access to software updates, bug fixes/patches, minor and major releases. System/application protections shall be provided: system/application upgrade protection, system diagnostics, replacement of defective hardware, and on-site repair when necessary. All features will apply to the products listed.

d. Valid licensing, maintenance and product support are to be provided with base plus two (2) option years.

1.2. Background and Overview:

References:

Executive Order 13589, Promoting Efficient Spending, 9 Nov 2011.

U.S. Army Audit Agency Audit Report A-2012-0113-FMT (Printer Management), 31 May 2012.

Army Regulation (AR) 25-1 (Army Information Technology), 25 June 2013.

Army Directive 2013-26 (Army wide Management of Printing and Copying Devices, 2 Dec 2013.

Task Organization: All CECOM APG

1. SITUATION. In accordance to the 2012 Army Audit Agency (AAA) report on print management, the

Army’s resources lacked management resulting in high printer-to-user ratios, underused networked printer, high percentage of standalones, and brand and model variation. The audit revealed that Army organizations could gain efficiencies and cost savings by managing its printer fleet. From the Army Directive 2013-26 Army wide Management of Printing and Copying Devices, “The Army is seeking to reduce administrative costs, including the costs associated with printing documents and acquiring printing and copying devices and services. Effective immediately, all Army commands, organizations and activities will perform an organizational analysis of printing and copying device requirements, taking into account the need to eliminate, consolidate and/or relocate unused or underused devices and to reduce unnecessary printing and copying.” CECOM CIO/G6 goal is to reduce the number of network printers from approximately 650 to 200, and eliminate 450 standalone printers.

2. The CECOM CIO/G6 Secured Printing Pilot Team has been testing and experimenting the features and services provided by Pharos secured printing software and found its efficiency, cost-effective and reliability to support the Command’s compliance to the Army directives. Therefore, it is a requirement to obtain licensing, maintenance and product support for Pharos Secured Printing software and related hardware for continuous operations to support the secured printing initiatives. These services and support will prolong the usable life of the hardware and software and will ensure existing Pharos secured printing capabilities are supported in a manner that will maximize reliability and availability.

1.3. Task Requirements: The Contractor/Vendor shall provide the support required to fulfill this contract as described in the following subtask(s).

1.3.1. Advanced Return Merchandise Authorization (RMA): RMA is initiated to provide troubleshooting process to identify problematic hardware or software. The Contractor/Vendor will ship a new or refurbished product equivalent to the failed component for next business day delivery if a replacement is required, if the request is processed by 2PM ET. After 2PM, delivery may be scheduled as a 2-day delivery.

1.3.2. Software and Firmware Updates: Valid support maintenance customers (registered users) have access to all the latest firmware and software. Customers have access to all the latest upgrade packages on the Pharos Download Center, accessible using a web support portal.

1.3.3. Support Portal: In addition to allowing customers to create and manage trouble tickets, customers may also utilize a support portal through the web to assess frequently asked questions and other knowledge based articles and videos to educate and inform of such products and services.

1.3.4. Access: Access to support and maintenance features described in 1.1 will be accessible through managed account profiles. Existing or newly registered Contractor/Vendor web-based account profiles for appointed CECOM CIO/G6 personnel will be granted the rights necessary to request work to be performed, software, submit tickets, and all as described in 1.1.

1.4. Contractors/Vendors Requiring Access to DOD Facilities:

Contractor/Vendor and all associated sub-contractor’s employees shall comply with adjudication standards and procedures using the National Crime Information Center Interstate Identification Index (NCIC-III) and Terrorist Screening Database (TSDB) (Army Directive 2014-05/AR 190-13), applicable installation, facility and area commander installation/facility access and local security policies and procedures (provided by government representative), or, at OCONUS locations, in accordance with status of forces agreements and other theater regulations.

1.5. Location for Product Service: The Place of Performance of contracted functions will be Aberdeen Proving Ground, MD. Any RMAs required will be sent from the distributor to:

Aberdeen Proving Ground, MD 21005

Any on-site technical assistance must have proper authorization to enter the APG installation through the Visitor Center. The technician must identify himself at the front desk, identify the CECOM CIO/G6 civilian expecting him/her in order to be escorted in and around any location(s) throughout the C4ISR campus at APG Maryland.

2. Special Skills Required: The contractor/vendor must be a certified/or trained and designated by Pharos company to provide maintenance and support or a preferred partner of Pharos company. Documentation of certification issued from Pharos must be provided with the proposal.

A technician must be available by email or phone if a support ticket's initial troubleshooting fails to identify the cause or produce a solution for the customer's valid outage or complaint.

3. Travel: The Contractor/Vendor is solely responsible for transport of materials and person(s) in order to fulfill requirements as required.

4. Performance Schedule:

4.1. Performance Schedule: The Contractor/Vendor shall perform this task in one year period(s) from the effective date. Service shall begin 1 Oct 2016 through 30 Sept 2017; with two annual options.

Base Period: 1 Oct 2016 to 30 Sept 2017

4.1.1. This requirement will be awarded on a firm fixed price basis and is subject to the Service Contract Act.

4.2. Quality Assurance: The government will evaluate the contractor/vendor’s performance based upon the quality, performance, and timeliness of the services provided to meet standards as described in 4.4.1-4.4.6 below.

4.4.1 Advanced

Maintenance/Replaceme nt and Support Program to include Software Updates with 0800 –

1700 EST

1. Critical Outage – response time 1 hour; resolution 48 hours.

2. Significant Outage – response time 2 hours;

resolution 72 hours.

3. Routine Outage – response time 4 hours.

*Response defined as contact with Government POC/Customer *Resolution defined as

Valid Customer Complaint s

4.4.2 Access to online support

portal, knowledgebase, Customer Engineering Center and download center.

90% of the time:100% availability;

Registration of accounts with proper authorization. Notification of down-time or temporary loss in service(s).

Valid Customer Complaint s

4.4.3 Email notification of

critical software updates, hot fixes, and releases

NLT 24 hrs in advance of update/release

Valid Customer Complaint

4.4.4 Next business day

hardware coverage.

4. Critical Outage – response time 1 hour; resolution 48 hours.

5. Significant Outage – response time 2 hours;

resolution 72 hours.

6. Routine Outage – response ti 4 h

Valid Customer Complaint s

4.4.5 Telephone and

website/email support.

90% of the time:100% availability;

Notification of down-time or temporary loss in service(s).

Valid Customer Complaint

4.4.6 Firmware and

software upgrades.

Available within 48 hrs of update/release

Valid Customer Complaint