License Software Maintenance & Support
PERFORMANCE WORK STATEMENT (PWS)
Content Matrix Maintenance and Support
General Information
1. GENERAL: This is a non-personal services contract to provide the U.S. Army Public Health Center (APHC) with a year plus 2 Option Year maintenance contract in accordance with the terms and conditions as out lined in this Performance Work Statement(PWS). The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government.
1.1 Description of Services/Introduction: The Contractor shall provide software updates, bug fixes, and telephone support as defined in this PWS. The Contractor shall perform to the standards in this contract. Software and data updates are automatically made available at no cost to all customers who are current on software maintenance. These updates offer feature enhancements, new functionality and technology, and improved performance. The APHC technical support team may report product problems and failures to the Contractor's Technical Support Desk via toll free telephone number, email, or chat. All inquiries will be entered into the call tracking system. A unique Trouble Ticket Number will be assigned and provided to APHC. As developments or milestones are attained within the troubleshooting process, this information will be updated within the Contractor's ticketing system and can be accessed via a web portal interface.
1.2 Background: Content Matrix licensing is used to assist with day-to- day management to accomplish Administration tasks with the APHC's various SharePoint environment tasks with the APHC's various SharePoint environment.
1.3 Objectives:
• Receive software updates
• Receive technical updates via telephone or web chat
1.4 Scope: The Contractor shall provide technical software support, updates, and bug fixes to the APHC by the end of the next business day.
1.5 Period of Performance: The Period of Performance (POP) shall be twelve months (base) from date of award plus two (2) option years.
1.6 General Information
1.6.1 Type of Contract: The Government will award a Firm Fixed Price (FFP) contract.
1.6.2 PHYSICAL Security: On-site support is not part of this contract.
1.6.3 Contracting Officer Representative (COR): The COR monitors all technical aspects of the contract and assists in contract administration. The COR is authorized to perform the following functions:
• Assure that the Contractor performs the technical requirements of the contract:
• Perform inspections necessary in connection with contract performance
• Maintain written and oral communications with the Contractor concerning technical aspects of the contract:
• Issue written interpretations of technical requirements, including Government drawings, designs, specifications:
• Monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies;
• A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.
1.6.4 Accounting of Contract Services: Cost for Providing Accounting for Contract Services - APG 5152.237-4900, Contractor is required to provide data on contractor manpower (including subcontractor manpower) for performance of this contract. The cost, if any, for providing this data shall be entered into the space provided at the appropriate CLIN. If no direct cost is associated with providing the data, enter "No Cost".
1.6.5 CONTRACTOR MANAGEMENT REPORTING: The Office of the Assistant Secretary of the Army (Manpower & Reserve Affairs) operates and maintains a secure Army data collection site where the Contractor shall report ALL contractor manpower (including Sub-contractor manpower) required for performance of services provided under this contract. The Contractor is required to completely fill in all the information in the format using the following web address: https://cmra.army.mil.
The required information includes:
• Contracting Office, Contracting Officer (KO), Contracting Officer's Technical Representative (COTR) or also known as the Contracting Officer's Representative (COR);
• Contract Number, including task and delivery order number;
• Beginning and ending dates covered by reporting period;
• Contractor name, address, phone number, e-mail address, identity of Contractor employee entering data;
• Estimated direct labor hours (including sub-contractors);
• Estimated direct labor dollars paid this reporting period (including Sub-contractors);
• Total Payments (including Sub-contractors);
• Predominant Federal Service Code (FSC) reflecting services provided by Contractor (and separate predominant FSC for each Sub-contractor if different);
• Organizational title associated with the Unit Identification Code (UIC) for the Army Requiring Activity (the Army Requiring Activity is responsible for providing the Contractor with its UIC for the purposes of reporting this information);
• Locations where Contractor and Sub-contractors perform the work (specified by zip code in the United States and nearest City, Country, when in an overseas location, using standardized nomenclature provided on website);
• Presence of deployment or contingency contract language, and,
• Number of Contractor and Sub-contractor employees deployed in theater this reporting period (by country).
• As part of its submission, the Contractor will also provide the estimated total cost (if any) incurred to comply with this reporting requirement. Reporting period will be the period of performance not to exceed 12 months ending September 30 of each government fiscal year and must be reported by 31 October of each calendar year.
Reporting period will be the period of performance not to exceed 12 months ending 30 September of each government fiscal year and must be reported by 31 October of each calendar year.
Olga M. Hairston, Phone 4438614718, Email olga.m.hairston.civ@mail.mil
