SOLICITATION NOTICE
L -- TECHNICAL SUPPORT FOR THE DIRECTORY AND RESOURCE ADMINISTRATOR
- Notice Date
- 2/6/2004
- Notice Type
- Solicitation Notice
- Contracting Office
- Department of the Air Force, United States Air Force Europe, USAFE Contracting Squadron, USAFE Contracting Squadron UNIT 3115, APO, AE, 09094-3115
- ZIP Code
- 09094-3115
- Solicitation Number
- Reference-Number-F6HQSC40070400
- Response Due
- 2/12/2004
- Archive Date
- 2/27/2004
- Point of Contact
- Shirley Duff, Mrs, Phone (49) 631 536 8080, Fax (49) 631 536 8413/8414, - Ursula Nabinger, Ms., Phone (49) 631-536-7616, Fax (49) 631 536-8414,
- E-Mail Address
-
Shirley.Duff@ramstein.af.mil, Ursula.Nabinger@ramstein.af.mil
- Description
- STATEMENT OF WORK TECHNICAL SUPPORT FOR THE DIRECTORY AND RESOURCE ADMINISTRATOR (DRA) 1. SCOPE OF WORK 1.1.SERVICES NON-PERSONAL: The contractor shall provide all parts, tools, labor, materials, equipment, transportation, and personnel necessary to provide: Knowledgeable and responsive technical support for the NetIQ Directory and Resource Administrator (DRA) software in-use on the USAFE computer network to all Network Control Center (NCC) and HQ USAFE/SCNOE personnel. This technical support will be in addition to support that is provided in the Enterprise Level Agreement between the NetIQ Corporation and the Combat Information Transport System (CITS) program office at HQ Electronic systems Command at Hanscom AFB CT. This contract will include level 1, 2, and 3 support and provide support almost round the clock to meet our European geographical location. There are approximately 45,000 users on the USAFE computer network. 1.2.Describe accurately the essential and technical requirements for the needed services. TECHNICAL SUPPORT FOR DRA AT USAFE SCOPE (SUPPORT SERVICES) The contractor shall provide: Telephone and e-mail support Provide telephone and e-mail support Provide designated toll-free number for use by USAFE named contacts. 24 hours a day, 7 days a week for issues with a significant impact threatening future productivity and/or no work around is available or it is very difficult to work around. Provide initial response within 1 hour. Normal business hours, 0800 ? 2400 GMT, for all other issues (England/US offices). Provide priority routing of issues Provide remote diagnostics (only with the authorization of the USAFE Network Operations and Security Center.) Allow USAFE to name up to 14 Technical Contacts to have direct contact with technical support for DRA software issues. Allow USAFE named contacts access to contractor?s DRA Product Community Website providing online knowledge base articles, documentation, and other problem-solving resources. Allow USAFE named contacts access to contractor?s DRA community newsgroups, notification service and technical product newsletter. Provide contractor?s DRA Hotfixes, service packs, new versions, and access to beta versions. 1.3. All services shall be accomplished in accordance with the best commercial practices. . 1.4. Services as required shall be performed only by qualified personnel specially trained for the services required. 1.5. Location of Performance: United States Air Forces in Europe (USAFE) bases in Europe. 2. Government's Responsibilities: USAFE Responsibilities The USAFE NOSC will maintain and provide a list of personnel authorized to implement provisions of technical support; these are the ?named contacts.? When submitting a service request the named contacts will provide: Contact?s name, phone number, and e-mail address. Brief description of the problem, in the subject line if using e-mail. Service request number if this is a continuation of an existing request. Level of severity. Product name, version number, and details of any service packs applied. Operating system version number and applied service packs. Name, version, and service pack of any affected third-party application. Detailed description of the problem, including any steps required to reproduce the problem. Named contacts will include the case number in any subsequent communications. Carry out reasonable troubleshooting tasks as recommended by the technical support staff. 3. HOURS OF OPERATION 3.1.1. Normal Hours 3.1.2. Normal hours of operation are from 0800 through 2400 Monday through Friday except on recognized "HOST COUNTRY HOLIDAYS". 3.1.3 Performance time 1 March 2004 through 28 February 2005. 4. POINT OF CONTACTS FOR TECHNICAL QUESTIONS: SSgt Colin Dean USAFE/SCNO DSN 480-7161 COMM 0049-6371-47-7161 Tammy Lindsey USAFE/SCNP DSN 480-3135 COMM 0049-6371-47-3135 Fredrick Hudson USAFE/SCNP DSN 480-3135 COMM 0049-6371-47-3135
- Place of Performance
- Address: SEE SOW
- Country: GERMANY
- Country: GERMANY
- Record
- SN00517717-W 20040208/040206212255 (fbodaily.com)
- Source
-
FedBizOpps.gov Link to This Notice
(may not be valid after Archive Date)
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