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FBO DAILY - FEDBIZOPPS ISSUE OF FEBRUARY 08, 2013 FBO #4094
SOURCES SOUGHT

D -- EMC LICENSE RENEWAL AND MAINTENANCE SUPPORT - Request for Information

Notice Date
2/6/2013
 
Notice Type
Sources Sought
 
NAICS
423430 — Computer and Computer Peripheral Equipment and Software Merchant Wholesalers
 
Contracting Office
General Services Administration, Federal Acquisition Service (FAS), Assisted Acquisition Services Division (4QFA), 401 West Peachtree ST NW, Ste 2700, Atlanta, Georgia, 30308, United States
 
ZIP Code
30308
 
Solicitation Number
ID04130055
 
Point of Contact
Amy Venckus, Phone: (813) 458-9276
 
E-Mail Address
amy.venckus@gsa.gov
(amy.venckus@gsa.gov)
 
Small Business Set-Aside
Competitive 8(a)
 
Description
Reference A Statement of Work Description of Services: Provide renewal maintenance contract for EMC Brand equipment. The Contractor shall provide all equipment, tools, materials, and services necessary to perform technical maintenance as defined on the attached inventory list of equipment specified on the maintenance contract. Background: USCENTCOM requires technical resources beyond the capabilities of the military and DoD personnel available to support this project. The complexity, quantity and diversity of the Core, Core-Cil, BRS, and Data Domain hardware and software currently implemented in Headquarters (HQ) Tampa and Command Forward Headquarters (CFH) requires a necessity of possessing the capability of providing Contractor expertise and technical reach back to EMC resources in order to support USCENTCOM equipment in an ever evolving enterprise environment. Data storage and networking systems play a critical role in the Command's ability to plan, coordinate, and direct combat operations, non-combat operations, and exercises. The Command currently operates in a highly volatile and vulnerable environment inducing conditions which could result in critical and irreparable system failure at crucial and inopportune times. Scope/Objective: Contractor shall provide maintenance for USCENTCOM's EMC brand equipment not covered under warranty. Services include: remote technical support, onsite support, replacement parts, software releases, and access to web-based customer support tools. The Contractor shall be responsible for providing technical reach back to EMC and other EMC certified Contractor resources to support all phases of an ever evolving USCENTCOM enterprise environment. Task Order Type: Time & Materials Period of Performance: Base Period: 5/01/2013 - 4/30/2014 Option Period One: 5/01/2014 - 4/30/2015 Option Period Two: 5/01/2015 - 4/30/2016 Option Period Three: 5/01/2016 - 4/30/2017 Option Period Four: 5/01/2017 - 4/30/2018 Tasks: 1. Tasks to be supported for equipment include: a. Remote Technical Support b. Onsite Support c. Replacement Parts d. Software Releases e. Access to Web-based Customer Support Tools 2. Contractor shall provide the following for all equipment covered under the Premium support: a. 24x7 telephone or web support to report equipment, core software, and other software issues which will provide initial assessment on severity level. Support will be handled by the level of severity as determined by the government. Severity Level 1: 30 Minutes; 24x7 basis Severity Level 2: 2 hours; on a 24x7 basis Severity Level 3: 3 local business hours Severity Level 4: 8 local business hours b. Contractor shall send EMC certified personnel to installation site to work on a problem when government deems on site support is necessary. Onsite support response is based on severity level as determined by the EMC. Severity Level 1: 4 hours; 24x7 basis Severity Level 2: Same day on a 24x7 basis Severity Level 3: Next business day, local business hours Severity Level 4: Next business day, local business hours c. Contractor shall provide replacement parts when deemed necessary by the government or contractor. Contractor shall ensure installation of all replacement parts is performed by a certified EMC technician, but government has the option to perform installation on customer replaceable units (CRUs). Replacement parts delivery objective is based upon level of severity as determined by the government. Severity Level 1: 4 hours; 24x7 basis Severity Level 2: Same day on a 24x7 basis Severity Level 3: Next business day, local business hours Severity Level 4: Next business day, local business hours d. Contractor shall provide new software within 90 days of release. Contractor shall provide certified EMC technician to perform the installation of new releases on core software. e. Contractor shall provide web access to EMC's web based knowledge and self-help customer support tools via the EMC Powerlink website. 3. Contractor shall provide the following for all equipment covered under the Enhanced support: a. 24x7 telephone or web support to report equipment, core software, and other software issues which will provide initial assessment on severity level. Support will be handled by the level of severity as determined by the government. Severity Level 1: 1 hour; 24x7 basis Severity Level 2: 3 hours; on a 24x7 basis Severity Level 3: 4 local business hours Severity Level 4: 10 local business hours b. Contractor shall send EMC certified personnel to installation site to work on a problem when government deems on site support is necessary. Onsite support response shall be provided next local business day. c. Contractor shall provide replacement parts when deemed necessary by the government or contractor. Contractor shall ensure installation of all replacement parts is performed by a certified EMC technician, but government has the option to perform installation on customer replaceable units (CRU's). Replacement parts delivery objective is next local business day. d. Contractor shall provide new software within 90 days of release. Contractor shall provide certified EMC technician to perform the installation of new releases on core software. e. Contractor shall provide web access to EMC's web based knowledge and self-help customer support tools via the EMC Powerlink website. 4. Contractor shall conduct responses based off of severity levels described below. The government will make the final decision of severity level based off of their service impact assessment. Severity Level 1: Critical - Severe problem preventing customer from performing critical functions. Severity Level 2: High - Customer able to perform job but performance of job is severely limited. Severity Level 3: Medium - Customer performance is largely unaffected. Severity Level 4: Request - Minimal system impact.
 
Web Link
FBO.gov Permalink
(https://www.fbo.gov/notices/efa9b2d5311f03cf56e188aa5d3af344)
 
Place of Performance
Address: US Central Command, MacDill AFB, Tampa, FL, Tampa, Florida, 33621, United States
Zip Code: 33621
 
Record
SN02981063-W 20130208/130206234615-efa9b2d5311f03cf56e188aa5d3af344 (fbodaily.com)
 
Source
FedBizOpps Link to This Notice
(may not be valid after Archive Date)

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