SOURCES SOUGHT
70 -- Microsoft Premier Support
- Notice Date
- 1/9/2013
- Notice Type
- Sources Sought
- NAICS
- 541511
— Custom Computer Programming Services
- Contracting Office
- Department of the Air Force, Air Force Materiel Command, AFLCMC/PK, 2275 D Street, Wright-Patterson AFB, Ohio, 45433-7218, United States
- ZIP Code
- 45433-7218
- Solicitation Number
- F4FTAV2331A001
- Archive Date
- 2/7/2013
- Point of Contact
- Jonathan Stone, Phone: 9376567330
- E-Mail Address
-
jonathan.stone@wpafb.af.mil
(jonathan.stone@wpafb.af.mil)
- Small Business Set-Aside
- N/A
- Description
- Performance Work Statement National Air & Space Intelligence Command Microsoft Premier Support Services 1.0 Scope Through the Microsoft Premier Support Services contract, the vendor shall provide technical issue resolution, operational consulting services oriented on optimization of designs and project plans, periodic and on-demand evaluation of production deployments with regard to optimal operation and supportability, 24x7x365 availability of engineering staff when mission critical systems are affected, and dedicated cleared on-site resources responsible for managing all technical support services provided under the contract. The vendor shall also provide opportunities for on-site skills transfer from cleared resources, training and workshops designed to enhance the skills of NASIC technical support staff, remote staff resourcing when requested by NASIC, recommendations for technical services and regular reporting of contract consumption. 2.0 Requirements The Services include the following as specified in the contract line item numbers (CLIN) listed within the delivery order: 2.1 Support Account Management from an assigned Contractor resource ("Services Resource") helps to build and maintain relationships with Government management and service delivery staff and helps the Government arrange each element of Premier Support to meet Government business requirements. 2.2 Program Manager support is provided by a cleared, designated, Contractor resource working with customer leadership. The Program Manager is responsible for overall delivery of Contractor Services within the customer organization and may travel to other local sites as needed based on operational and service delivery and management requirements. Program Manager drives overall quality assurance, staffing coordination, and a single contact point for all Contractor Services delivery across the customer organization(s). 2.3 Workshops help the Government to prevent problems, increase system availability and assist with creating products and solutions based on Microsoft technologies. 2.4 Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problem is caused by Microsoft products. 2.5 Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Service as well as requests for consultative assistance for design, development and deployment issues. 2.6 Information Services provide Government staff with the latest knowledge on Microsoft technologies to enhance Government in-house support capabilities. 2.7 The Government may utilize any combination of the following Services. 2.7.1 Support Account Management. Support Account Management services are intended to help coordinate the support and services relationship. The Services Resource (aka Technical Account Manager or "TAM") is the Government's advocate within Microsoft and facilitates a team that can provide Workshops, Problem Resolution Support, and Support Assistance. The Services Resource also serves as the point of information delivery and provides Government feedback regarding the Services to other Microsoft groups. The Services Resource can also provide the following services which may be deducted from the pre-paid hours listed in the delivery order: 2.7.1.1 Planning and Resource Facilitation. At the commencement of each individual delivery order, an orientation and planning session can be conducted with Government management and staff via teleconference or onsite if an onsite visit has been purchased. The purpose of this meeting is to discuss the Services available, gather input regarding Government support needs, and jointly plan Government use of the Services. 2.7.1.2 Status Meetings and Reporting. A status report shall be prepared on a regular basis, to summarize the Services delivered during the previous reporting period. Status meetings will be conducted to discuss Service activities, monitor Government satisfaction levels, and discuss actions or adjustments that may be required. Customized reporting can be provided at Government request and any additional related labor will be deducted from Government purchased Support Assistance hours as detailed in the delivery order. 2.7.1.3 Escalation Management. Support issues that require escalation to other resources within Microsoft can be closely managed by the Services Resource to expedite resolution. 2.7.1.4 Service Delivery Plan. The Service Delivery Plan will represent a roadmap for using Support services during the year. Components of the plan may include high-level objectives, overview of major projects, key satisfaction drivers, resource requirements and a schedule of planned activities. 2.7.2. Workshops. The goal of Workshops is to provide the Government proactive technical information to assist in the design, development or deployment of Microsoft technologies. Additional benefits may include instruction to help reduce the number and minimize the impact of problems related to Microsoft Products that the Government experiences. Contractor shall conduct instructor-led training sessions that emphasize Microsoft technologies at a Government facility or on location at Contractor's facility. If the Government elects to have a Workshop conducted at a Government facility, Contractor will provide the Government with specifications for configuring the Government's environment prior to the delivery of the Workshops. Workshops are individually scoped and priced depending upon the length, delivery location and material presented. The Services Resource can provide the Government with a current list of available Workshops. 2.7.3 Problem Resolution Support. Problem Resolution Support provides assistance for problems with specific symptoms encountered while using Microsoft products, where there is a reasonable expectation that the problems are caused by Microsoft products. Problem Resolution Support is available 24 hours a day, 7 days a week. Requests for support may be submitted via telephone or electronically through the Premier online website by the Government's designated contacts, except for Severity 1 and A which must be submitted via telephone. 2.7.3.1 Problem Request (Break-Fix). An assisted break-fix support request, also known as an incident, is defined as a single support issue and the reasonable effort needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate issues. If a problem consists of subordinate issues, each shall be considered a separate incident. Incidents requiring an onsite visit will be charged on an hourly basis and will include charges for reasonable travel and living expenses. In certain situations, Contractor may provide the Government with a modification to the commercially available Microsoft product software code to address specific critical problems ("Hotfix(es)") in response to an assisted break-fix support request. Hotfixes are designed to address the Government's specific problems and are not regression tested. Except as otherwise provided herein or in an amendment or modification to the delivery order, Hotfixes may not be distributed to unaffiliated third parties without Microsoft's express written consent. 2.7.3.2. US National Problem Resolution Support. To maintain a strong focus on national security, and when the Contractor has an explicit contractual obligation to provide US citizen (only) support for the first technical support contact, the Government's interaction with Microsoft's non-escalation technical support engineers will be limited to US citizens for "break/fix" reactive support issues involving the following products: Windows, Exchange Server, SQL Server, Microsoft Internet Information Services (IIS), System Center Configuration Manager, System Center Operations Manager, System Center Mobile Device Manager, System Center Essentials, System Center Virtual Machine Manager, System Center Online Asset Inventory Services (AIS), System Center Capacity Planner, System Center Desktop Error Monitoring, System Center Data Protection Manager, System Center Service Manager, WSUS 3.0, Application Virtualization (App-V), Microsoft Enterprise Desktop Virtualization (Med-V), and Microsoft Office SharePoint (not including Designer and Developer support for SharePoint). Additional products available for US Nat PRS support may be included via a mutually agreed upon amendment or modification as support becomes available. Products otherwise supported by Microsoft Services Premier Support but not available for support under the US Nat PRS program will be supported by Microsoft's traditional Problem Resolution Support channels. The Contractor has no obligation to provide a US citizen beyond the first technical support contact. If a case requires support beyond the first technical support professional, the Contractor cannot guarantee that the escalation support professional will be a US citizen. A dedicated US Nat PRS toll free number will be provided to the customer contact(s) designated by the Government along with the necessary account number and account ID's. The dedicated US Nat PRS toll free number allows Microsoft to expedite US citizen support and further differentiate the US Nat PRS service experience allowing for even more assurance the cases will be routed accurately. The Government understands and agrees that the dedicated US Nat PRS toll free number must be used in order to gain the benefit of the US Nat PRS program. 2.7.4 Support Assistance. Support Assistance provides short-term advice and guidance for problems not covered with Problem Resolution Support as well as requests for assistance for design, development and deployment issues. The Services Resource will work with the Government to determine the Government's specific Support Assistance needs. The following are types of Support Assistance that can be utilized under this proposal: 2.7.4.1 Infrastructure Support Assistance. Infrastructure Support Assistance includes informal advice, guidance and knowledge transfer intended to help the Government implement Microsoft technologies in ways that avoid common support issues and decrease the likelihood of system outages. These services also help the Government to resolve problems that are not attributed to Microsoft Products including: 2.7.4.1.1 Errors caused by the Government's networking infrastructure, hardware, non-Microsoft software, operational procedures, architecture, IT service management process, system configuration or human error. 2.7.4.1.2 Multi-vendor coordination interoperability problems. Upon the Government's request, Contractor will collaborate with third-party software suppliers to help resolve complex multi-vendor product interoperability issues. 2.7.4.2 Reviews. A review is an assessment of a specific system, application or architecture to address design, development, deployment, and supportability issues for current or planned implementations of Microsoft technologies. Each review is individually scoped and estimated prior to scheduling resources, and a written report is produced to document findings and recommendations. All requests for reviews and the applicable data must be submitted to Contractor no later than 60 days prior to the Expiration Date. 2.7.4.3 Development Support Assistance. Development Support Assistance helps the Government in the creation and development of internal applications on the Microsoft platform that integrate Microsoft technologies. Development Support Assistance specializes in Microsoft development tools and technologies. 2.7.4.4 Lab Access. Contractor can provide the Government with access to a lab facility to assist with product development, benchmarking and testing, prototyping and migration activities on Microsoft products. These facilities must be scheduled in advance and are subject to availability. 2.7.5 Information Services. Information Services provide the Government with technical information about Microsoft products and support tools that help to implement and operate Microsoft products in a more efficient and effective manner. Information Services can include any combination of the following: 2.7.5.1 Premier Online Website. The Premier online website is Microsoft confidential information provided to only those customers who have an active Premier Support Agreement. The Premier online website provides access to the following information resources at no additional charge: 2.7.5.1.1 Regularly updated product news flashes documenting key support and operational information about Microsoft products. 2.7.5.1.2 Critical problem alerts notifying the Government of potentially high-impact problems. 2.7.5.1.3 Web response tool for submitting and checking the status of support incidents. 2.7.5.1.4 Microsoft Knowledge Base of technical articles and troubleshooting tools and guides. 2.7.5.1.5 Troubleshooting Information for your Microsoft Products. Access to Microsoft knowledge base of technical support articles. Troubleshooting tools and diagnostic guides and up-to-date information white papers and best practices. 2.7.5.2 Support Webcasts. Support webcasts are regularly scheduled webcast discussions led by Contractor program managers, developers and professionals covering key areas of Microsoft technology. These are provided at no additional charge and require high speed internet access to participate. 2.7.6 Designated Support Professional Services. A Designated Support Professional (also known as Dedicated Support Engineer) will manage the Government's problem requests that are submitted to the Designated Support Team. Designated Support Professionals are specialists in their product areas and provide Services during normal business hours. Designated Support Professionals can be available 24 hours a day, 7 days a week when support escalations or planned deployments are pre-arranged. Problem requests submitted to this team may require resources from standard product support professionals for resolution, although the Designated Support Professional retains responsibility for the request. Problem requests may be opened using the standard product support process as described in this proposal depending on the availability of Designated Support Professionals and the severity of the issue. Designated Support Professional hours are deducted from the total number of Designated Support hours as set forth in the delivery order. When Designated Support Professionals from the Designated Support Team are not available, backup designated support professionals will be made available. 3.0 Clearance Requirements Contractor personnel must be cleared to a minimum security level of TS/SCI - a DD 254 is required for this effort. COR is Nicholas Beeching (937-257-4061; Nicholas.beeching@wpafb.af.mil) 4.0 Place, Period Of Performance, Travel The Contractor shall complete all work on this task from 1 February 2012 to 31 January 2013. Additional delivery orders relating to this contract will be at the discretion of the Government. Travel to and from NASIC is necessary. Where appropriate, airline flights, accommodations, per diem, and mileage shall be in accordance with JTF regulations governing Contractor expenses. The Contractor shall coordinate with the COR prior to travel. 5.0 Deliverables The deliverables document the performance objectives and performance thresholds for NASIC's Microsoft Premier Support Services contract. The first column, PWS #, serves as a cross reference to a requirement defined in the Performance Work Statement. The Performance Objective column is a brief summary of the PWS task's performance objective and the performance threshold identifies the acceptable level of performance for the task. These performance thresholds enhance task completion and/or performance. PWS # Performance Objective Performance Threshold 2.3 & 2.7.2 Workshops should be used to collaborate information and assist in creating solutions to problems. Performance is acceptable when workshops and training take no more that 5% of normal duty hours and program meetings are documented. Performance is unacceptable when more than 5% of normal duty hours are used for workshops and training and when program meetings are not documented. 2.4 & 2.7.3 Provide assistance for problems with specific symptoms encountered while using Microsoft products. Performance is acceptable when Microsoft product degradation is identified, resolved, and documented. Performance is unacceptable when Microsoft product degradation is not identified, resolved, or documented within 36 hours of initial degradation. 2.6 Act as points of contact for Microsoft technologies. Performance is acceptable when the contractor notifies the government more that 90% of the time when there are upgrades to Microsoft's current technology. 6.0 Contractor Manpower Reporting The contractor shall report ALL contractor labor hours (including subcontractor labor hours) required for performance of services provided under this contract for Microsoft Premier Support via a secure data collection site. The contractor is required to completely fill in all required data fields at http://www.ecmra.mil. Reporting inputs will be for the labor executed during the period of performance for each Government fiscal year (FY), which runs 1 October through 30 September. While inputs may be reported any time during the FY, all data shall be reported no later than 31 October of each calendar year. Contractors may direct questions to the CMRA help desk.
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