Description
Provide software license and maintenance as listed in the PWS below. All qualified, interested parties need only submit email indicating interest. PERFORMANCE-BASED WORK STATEMENT (PWS) FOR ORACLE SOFTWARE MAINTENANCE AND TECHNICAL SUPPORT 309SMXG/MXDE 22 June 2009 1. DESCRIPTION OF SERVICES This Performance-Based Work Statement (PWS) outlines the tasks and duties required of the Contractor in support of the 520th SMXS Software Maintenance Squadron. The purpose of this effort is to contract for Oracle software maintenance and technical support in support of the Global Broadcasting System(GBS) program within the 520th SMXS Division. 1.1. BASIC SERVICES. 1.1.1 The contractor shall provide Oracle software maintenance and technical support in accordance with Oracle's standard premiere service coverage. Oracle's premiere product standard support service consists of: • Program updates, fixes, security alerts, and critical patch updates • Tax, legal, and regulatory updates • Upgrade scripts • Certification with most new third-party products/versions • Major product and technology releases, which includes general maintenance releases, selected functionality releases, and documentation updates • Assistance with service requests 24 hours per day, 7 days a week • Access to Oracle MetaLink, POINT Support Portal, Global Support System, or TOPdesk Support Portal (24 x 7 web-based customer support systems), including the ability to log service requests online, unless stated otherwise • Non-technical customer service during normal business hours • For Primavera programs, web-based support is provided through the POINT Support Portal. For Haley programs, web-based support is provided through Global Support System. For mValent programs, web-based support is provided through TOPdesk Support Portal. For all other Oracle programs, unless stated otherwise, web-based support is provided through OracleMetaLink. 2. SERVICES SUMMARY. Performance Objective PWS Para Performance Threshold Oracle software maintenance and technical support 1.1.1 Service is performed at 100% 3. GENERAL INFORMATION. 3.1 QUALITY ASSURANCE. The government will evaluate the contractor's performance to ensure services are received. The government representative will make a determination of the validity of any customer complaint(s). In cases of disagreement between the contractor and government representative, the contracting officer (CO) will make the final determination. 3.1.1 The Quality Assurance Evaluator (QAE) is the authorized government representative(s) who will perform assessments of the contractor's performance. Subsequent to contract award, the identity of the QAE(s), with a letter defining their duties and authority will be furnished to the successful bidder/offeror. 3.1.2 The QAE(s) or alternate(s). QAE(s) or alternate(s) shall inform the contractor when discrepancies occur and will request corrective action. 3.1.3 Any matter concerning a change to the scope, prices, terms, or conditions of this contract shall be referred to the CO and not to the QAE(s). 3.1.4 The services to be performed by the contractor during the period of this contract shall at all times and places be subject to review by the CO or authorized representative(s). 3.2. ALL OTHER GENERAL INFORMATION. 3.2.1 Applicability Statement. In accordance with, AFI 21-101 AFMC Sup. 1 Atch.11, The following requirements were considered during development of this PWS and determined to be Not Applicable to this acquisition. 3.2.1.1 NOT APPLICABLE: SECURITY REQUIREMENTS - ENVIRONMENTAL CONTROLS - TOOL CONTROL - FOREIGN OBJECT DAMAGE - TECHNICAL ORDERS/MANUALS - SUPPLY MANAGEMENT - SAFETY REQUIRMENTS - TRAINING REQUIRMENTS - CONSERVATION OF UTILITYS. This is a Commercial Off The Shelf (COTS) software maintenance and technical support contract. The contractor is off-site and has no need to access Hill Air Force Base nor does the contractor utilize government equipment or parts.