SOLICITATION NOTICE
D -- Microsoft Premier Alliance Support
- Notice Date
- 9/5/2002
- Notice Type
- Solicitation Notice
- Contracting Office
- Department of the Air Force, Air Mobility Command, AMC Contracting Flight (AMC/LGCF), 507 Symington Drive Room W202, Scott AFB, IL, 62265-5015
- ZIP Code
- 62265-5015
- Solicitation Number
- FA4452-02-QA291
- Point of Contact
- Mary Andich, Contract Specialist, Phone (618)256-9943, Fax (618)256-5724, - Tamara Schuette, Contract Specialist, Phone (618)256-9941, Fax (618)256-5724,
- E-Mail Address
-
Mary.Andich@scott.af.mil, Tamara.Schuette@scott.af.mil
- Small Business Set-Aside
- Total Small Business
- Description
- This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in FAR Subpart 12.6, as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; proposals are being requested and a written solicitation will not be issued. The solicitation is issued as a Request for Quote (RFQ) under the number FA4452-02-Q-A291. This document and incorporated provisions and clauses are those in affect through Federal Acquisition Circular 2001-08. In accordance with FAR Subpart 19.2, it is the policy of the Government to provide maximum practicable opportunities in its acquisitions for small business concerns. In accordance with FAR Subpart 19.5, this acquisition has been exclusively set aside for participation by small business concerns. The North American Industry Classification System (NAICS) code for this acquisition is 541511. Small business size standard is $21.0M. AMC Contracting Flight intends to issue a purchase order for the following: Microsoft Premier/Alliance support to maintain Microsoft Windows 2000 operating system on the United States Transportation Command?s (USTRANSCOM) Local Area Network. Statement of Work Microsoft Premier/Alliance Support: 1. Scope This Statement of Work (SOW) describes requested areas of service for Microsoft Premier/Alliance Support. This service provides technical support to maintain Microsoft Windows 2000 operating system on the United States Transportation Command?s (USTRANSCOM) Local Area Network (LAN). All support services will be provided to USTRANSCOM located at Scott AFB, IL. USTRANSCOM is migrating the unclassified and classified LAN?s to Microsoft 2000 operating system. Requested support is to provide technical assistance and guidance for problems or difficulties that may arise with Microsoft Windows 2000 operating system during the term of this support agreement. 2. Program Description Microsoft?s Premier/Alliance Support shall consist of: 2.1. Account Management. Technical Account Manager ("TAM") to build and maintain technical relationships with USTRANSCOM key management and support staff and to ensure each element of Premier Support meets USTRANSCOM?s requirements. 2.2. Proactive Services. Help prevent problems and increase system availability. 2.3. Information Services. Enhance in-house support capabilities by equipping USTRANSCOM staff with the latest knowledge on Microsoft products. 2.4. Technical Support. Provide USTRANSCOM staff round-the-clock access to Microsoft support professionals for rapid resolution of complex problems. 2.4.1 Levels of Support. USTRANSCOM currently maintains three levels of support in house. Level 1 is the first contact or help desk type support, Level 2 is the system administrator level of support, and Level 3 is the developer level of support. This SOW envisions that the Microsoft TAM will coordinate within the Microsoft structure as appropriate. It is important that all levels of support be heterogeneous in that information entered into any problem tracking system will be immediately available to all levels of support within Microsoft. While the initial request for assistance, as set up under other paragraphs of this SOW, will usually start at a "help desk" like point, the ability to immediately escalate to Level 3 support (developers) without any delay or obstruction is required. 2.5. Account Resources: 2.5.1. Technical Account Manager (TAM) assigned to function as a single point of contact to coordinate and deliver proactive, responsive, and online services to meet USTRANSCOM needs. TAM shall direct other members of the support team to ensure USTRANSCOM?s satisfaction. 2.5.2. Alliance Support Team (AST) is a group of designated support professionals who are familiar with USTRANSCOM?s environment and support needs. To ensure high levels of system availability and reliability AST provides both proactive services and problem resolution services. 3. Tasks The contractor shall provide the following services: 3.1. TAM support. Up to 450 hours of account management services shall be delivered by the TAM to help coordinate and streamline the support relationship. The TAM shall be USTRANSCOM?s advocate within Microsoft and directs a team providing proactive services, technical support, and information services. The TAM serves as the point of information delivery feedback to the product groups, quality and testing labs, research and development, and other Microsoft groups. USTRANSCOM will plan for the utilization of Account Management time to ensure sufficient TAM availability for Proactive Services. 3.1.1. Account management services include: 3.1.1.1. Orientation and Planning Session. Within two weeks after contract award, an orientation and planning session shall be conducted with USTRANSCOM management and staff to discuss the services available, gather input, and jointly develop a Service Delivery Plan. This meeting may be held via teleconference. 3.1.1.2. Management. Incidents that require escalation to Microsoft technical and management resources will be closely managed to expedite resolution. USTRANSCOM may provide an internal escalation process to facilitate communication between management levels in Microsoft and USTRANSCOM as appropriate. 3.1.1.3. Service Delivery Plan. The Service Delivery Plan shall be delivered within 30 days after contract ward and will represent a roadmap for using Premier 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. 3.1.1.4. Status Meetings and Reporting. The contractor shall provide a monthly status report NLT 15 days into the following month. The status report shall summarize services delivered during the previous period and assess progress against the Service Delivery Plan. Status meetings may be conducted to discuss service activities, review and/or modify the Service Delivery Plan, monitor USTRANSCOM?s satisfaction levels, and discuss actions required. These meetings will also include a review of support incidents submitted during the previous period and an outline of the services provided by the Alliance Support Team. These meetings will be held via teleconference. 3.1.2. Proactive Services help USTRANSCOM plan and prepare for effective systems management and operations. Proactive Services include the following: 3.1.2.1. Support Consulting. Microsoft shall provide support consulting to identify and help prevent common support issues to decrease the likelihood of system outages and reduce total costs. 3.1.2.2. Supportability Reviews. Microsoft shall conduct supportability reviews to provide a systems assurance review of a plan for a specific system implementation, migration, or upgrade and may provide recommendations for a more stable and supportable environment. Each review is individually scoped and estimated prior to scheduling resources, and a written report is produced to document the review results. In order for Microsoft to complete a review during the term of this Services Description, applicable data should be submitted to Microsoft no later than 60 days prior to expiration. 3.2. Alliance Support Team (AST). Alliance Support Team shall provide up to 450 hours support to USTRANSCOM. AST shall consist of designated Support Professionals familiar with the USTRANSCOM?s environment, product utilization, in-house support structure and support requirements. The Alliance Support Team will service Exchange and Windows Servers. A designated support professional familiar with the USTRANSCOM environment will handle incidents submitted to the Alliance Support Team. These support professionals shall be are available 24 hours a day, 7 days a week when pre-arranged to support escalations or planned deployments. Incidents submitted to this team may require resources from the standard product support queues for resolution although ownership of the incident remains with the Alliance Support Team. Depending on availability of designated Support Professionals and the criticality of the issue to USTRANSCOM, incidents may need to be opened with the standard product support queues through the Traditional Incident Model. Incidents opened directly with the Alliance Support Team do not affect the total incident pool. 3.3. Incidents. USTRANSCOM shall have preferred access to Microsoft support professionals 24 hours a day, 7 days a week. Up to 60 Incidents may be submitted via telephone or electronically by the USTRANSCOM Support Manager and designated USTRANSCOM Contacts through the online support web site. To preserve response time commitments, any incident designated by USTRANSCOM as Severity Level A or B (Critical Incident Submission) must be submitted via telephone to Microsoft?s Support Center. Incidents are drawn from a pre-paid pool. The USTRANSCOM Support Manager will control the management of this pool and utilization trends will be reviewed during regular status meetings. The incident severity will determine the response levels within Microsoft and the estimated response times are defined in the following table. An "incident" is defined as a single support issue and the reasonable effort(s) needed to resolve it. A single support issue is a problem that cannot be broken down into subordinate problems. If a problem consists of subordinate problems, each subordinate problem shall be considered a separate incident. Before Microsoft provides support for an incident, USTRANSCOM and Microsoft?s support professional(s) must agree on what the problem is and the parameters for an acceptable solution. An incident may require multiple telephone calls and off-line research to achieve final resolution. 3.4. Information Services. Information Services shall provide technical information about Microsoft products and support tools that enable USTRANSCOM to implement and operate Microsoft products in an efficient and effective manner. 3.4.1. Premier Online Support web site. The Premier Online Support web site provides secured access to the following information resources: 3.4.1.1. Regularly updated product news flashes documenting the key support and operational information about Microsoft products. 3.4.1.2. Critical Problem Alerts notifying customer in advance of potentially high-impact problems. 3.4.1.3. Web Response tool for submitting and checking status on support incidents. 3.4.1.4. Microsoft Knowledge Base of technical articles and troubleshooting tools and guides used by Microsoft support professionals. 3.4.2. Participation in Expert Roundtables. Expert Roundtables are regularly scheduled teleconference discussions led by Microsoft program managers, developers and support professionals covering key areas of Microsoft technology. 3.4.3. Microsoft TechNet Plus Subscription. A single server license of TechNet Plus provides a comprehensive information resource distributed on CD-ROM that includes 300,000 pages of technical documentation, Resource Kits, and Service Packs. 3.4.4. Multivendor Coordination. Microsoft shall work with USTRANSCOM key vendors to resolve problems in a heterogeneous environment. When problems reported on Microsoft products involve interactions with other vendors? products and USTRANSCOM has a support agreement with that vendor, Microsoft shall share diagnostic information and collaborate to provide a solution. 4. Government Program Manager Government Program Manager is: Steve Graves, GS12, USTRANSCOM/TCJ6-PI, 508 Scott Drive, Scott AFB, IL 62225-5357, Phone: 618-229-4197. 5. Period of Performance The period of performance for this contract shall be date of award through 30 Sep 2003. Contact Mary Andich, (618) 256-9943, mary.andich@scott.af.mil AND Tamara Schuette, (618) 256-9941, tamara.schuette@(618) with questions. The clause 52.211-6 Brand Name or Equal applies to this acquisition. Award will be made to the lowest price technically acceptable offeror. The provision at 52.212-1, Instruction to Offerors ? Commercial, applies to this acquisition. Offerors are required to submit a completed copy of provision 52.212-3, Offeror Representations and Certification ? Commercial Items, with their offer. The clause at 52.212-4, Contract Terms and Conditions ? Commercial Items, applies to this acquisition. The clause at 52.212-5, Contract Terms and Conditions Required to Implement Statutes Or Executive Orders ? Commercial Items, applies to this acquisition, with the following clauses: 52.222-21 Prohibition of Segregated Facilities (FEB 1999); 52.222-26, Equal Opportunity (E.O. 11246); 52.222-35, Affirmative Action for Special Disabled Veterans, Veterans of the Vietnam Era and Other Eligible Veterans (38 U.S.C. 4212); 52.222-36, Affirmative Action for Workers with Disabilities (29 U.S.C. 793); 52.222-37, Employment Reports on Special Disabled Veterans, Veterans of the Vietnam Era and Other Eligible Veterans (38 U.S.C. 4212). 52.232-33, Payment by Electronic Funds Transfer - Central Contractor Registration (31 U.S.C. 3332). The clause at 252.212-7001, 252.212-7001, Contract Terms and Conditions Required to Implement Statutes or Executive Orders Applicable to Defense Acquisitions of Commercial Items (NOV 2001) applies to this acquisition. This is a DO rated order under the Defense Priorities and Allocations System (DPAS). Offers are due to the following email address no later than 13 Sep 02, 3:00 p.m. CST: mary.andich@scott.af.mil AND tamara.schuette@scott.af.mil. Primary POC is Mary Andich, (618) 256-9943, AMC CONF/LGCF, 507 Symington Drive, Room W202, Scott AFB, 62225-5015; Alternate POC is Tamara Schuette, (618) 256-9941.
- Record
- SN00158636-W 20020907/020905213645 (fbodaily.com)
- Source
-
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