KOFAX License and Support

Added: Jul 30, 2015 3:50 pm  

The 28th Contracting Squadron, Ellsworth AFB, SD intends to solicit, compete and award a Firm Fixed Price (FFP) contract for KOFAX license and support. The period of performance on this contract begins 1 October 2015. All questions regarding this requirement are due to MSgt Steven Krach steven.krach@us.af.mil (605)385-1674 no later than 2:00 pm 5 Aug 2015. The acquisition will be conducted in accordance with FAR Part 12, Acquisition of Commercial Items and FAR Part 13, Simplified Procedures. The Request for Quotes (RFQ) and all related attachments will be posted in Federal Business Opportunities (FBO), website, http://www.fedbizopps.gov, on or about 30 July 2015. This will be a full & open solicitation. The North American Industry Classification System (NAICS) code for this acquisition is 541519.

Description of requirement:

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• Initial information gathering and includes (without limitation):  answering Kofax Product installation, configuration or usage questions; initial Problem and failure information gathering; Problem isolation, identification, creating reproducible test environment, and/or providing standard fixes and workarounds to known Problems; and Escalating un-resolvable problems. 
  

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• Higher level of technical support and includes (without limitation): Problem isolation, identification, and replication; providing standard bug-fixes and Workarounds to known Problems; providing Problem Resolutions for both new and known complex Problems; code-level identification and replication of Problems; providing new Fixes and Workarounds to Problems, resolution of Problems through formal Problem Resolution procedures; and assistance requiring knowledge of Software Product source code.
  

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• Provide support for the following objectives:
  

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  • Replicate the reported Error;
    
  • Provide a known solution, or possible set of solutions, to the reported Error using an existing software patch or a known configuration setting when available;
    
  • Assist in diagnosing Licensee's problem in those instances where Licensee has followed Kofax's instructions and Licensee has still been unable to resolve the Error;
    
  • Escalate a Support Request when a resolution cannot be found within the defined guidelines by creating a severity level diagnosis after Licensee has communicated that the Error is negatively impacting its business;
    
  • Manage the open Support Request volume to ensure Licensee's Support Request is resolved in a timely manner;
    
  • Follow up with Licensee to ensure that the provided resolution has solved the Error.
    
  
  
  

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• 24X7 Support for Severity 1 problems in English. The technical Air Force team requesting extended hour support is will work continuously with the Kofax team until the operation is restored, and acceptable workaround is in place and the incident can be downgraded to a Severity 2.
  

The closing date and time for submission of offers will be contained within the solicitation package. Once the solicitation is posted, it is imperative that interested parties review the website frequently for any updates/amendments to any and all documents. Contractor's submitting a proposal must have a Cage Code and be registered in the System of Award Management (SAM) at https://www.sam.gov.  Registration requires applicants to have a DUNS number from Dunn & Bradstreet.  The contracting office for this requirement is the 28th Contracting Squadron, 1000 Ellsworth Street, Suite 1200, Ellsworth AFB, SD 57706.  Please submit any questions regarding this acquisition to the referenced point of contact (POC): Contract Specialist, MSgt Steven Krach at steven.krach@us.af.mil, or Alternate POC, Ms. Paula Moore at paula.moore.3@us.af.mil.