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Scope of Work The purpose of this firm fixed price contract is to obtain Information Technology (IT) Desktop/Server Support Services for the US Embassy Internet Resource Center (IRC). This is the list of required services:SERVICE: IT Support ServiceNAME:(IRC) DEDICATED INTERNET CONNECTION (DIN) IT SUPPORT SERVICEDescription:This is a Service Level Agreement (SLA) to provide IT Desktop and Server support. Type of Service:The IT support consists of the hardware, software, and supporting infrastructure for computers running the Windows 10, Windows Server 2012, and later operating systems. Location:Sanlam Building 3rd FloorPERIOD OF PERFORMANCE:One base year, with 4 option yearsWe are seeking an SLA between the American Embassy Windhoek IRC and an IT support service provider. The provider will be the primary contact for technical support. As the IRC network is a Department of State network, The US Embassy Information Systems Center (ISC) provides oversight to the provider to make sure department policies and procedures for IT security are followed. Provider must agree to follow security guidelines and other guidance from the ISC. Daily support tasks will be coordinated with Embassy IRC staff as specified below. General OverviewThis is a Statement of Work to be used as the foundation for the Service Level Agreement (SLA) between the IRC and the service provider to document:The Standard Desktop Services (SDS)The general levels of response, availability, and maintenance associated with these services.The responsibilities of the service providerThe responsibilities of the client (IRC) receiving these servicesService DescriptionThe Standard Desktop Support service is an integrated suite of support services for Embassy owned equipment: Provider must support all IT components in the IRC DIN to include monitors, pcs, servers, printers, and associated peripherals. The US Embassy will provide the necessary hardware and software. Customer SupportProvider must have an email, telephone number, ticketing system, and point of contact for users Provider should have assigned technicians for the embassy so they can gain familiarity with systems and type of support neededUpon contact, an effort to return all messages (with a telephone call or email) within 30 minutes should be madeIncident response will happen within 1 day for nominal incidents when provider is onsite, and 1 hour for complete outages of the service.Provider will coordinate weekly service hours with IRC staff Hours of Coverage, Response Times & Complaint ResolutionAll times listed are local Namibian Time. The IRC office hours are:Monday-Thursday-7:15-5Friday: 7:15-12:15Onsite support hours are to be during this time. We require a minimum number of on-site support hours weekly. Support is not expected on weekends or on all holidays. Provider must provide a fixed price rate per hour for Desktop and Server Support. The rate should specify the rate for additional hours of work that exceed regular on-site support hours. Additionally, with prior notification (one week or more), a reserved time can and will be made for system maintenance. If the detailed service times are found to be unacceptable, the Customer may request an SLA review for re-evaluation.Service Support HoursOn site regular hours: Monday – Friday: End User Desktop support- 3 hours per week minimumOn site regular hours: Monday – Friday: Server Support- 1 hour per week minimumRemote regular hours via telephone: Monday - Friday ___07h15-17h00____?IRC ResponsibilityThe following requirements apply to IRC staff receiving this service.IRC staff will provide access to supported computers IRC staff will be available to support staff during standard service hours to answer questions that facilitate service delivery.IRC staff will submit requests for service using standard methods.Maintenance Provider will provide the people and processes necessary to provide Standard Desktop Support andMeet response times associated with the priority assigned to incidents and service requests.Notify IRC staff in advance of any one-time or regularly scheduled maintenance.Boundaries of Service Features and FunctionsStandard Desktop Services (SDS) are available for computers that meet the following criteria:The supported equipment is Embassy owned, not personally ownedComputer is running a Standard Operating System: Windows 10, Windows Server 2012 or laterSupport technician administrative access exists or can be created on the computer.Provider can re-image a computer when necessary to resolve an incident or complete a service request.Service AvailabilityDesktop Service is required along with Network/Intranet for access to other services. Required availability for these services is 99.5 percent uptime, not counting planned maintenance times.The 99.5 percent availability metric will be measured by a rolling 6-month period.??Service PerformanceDesigned for high performance, the desktop should not keep the user waiting for response to an input for more than two minutes out of any five-minute window. Security & Access ControlProvider agrees that any new software or hardware installs/changes will not be made without approval of Embassy ISC staff.Provider must not provide admin access to any users to any devices. Admin access is only for system administrators of the provider and Embassy ISC staff. Strong passwords must be used by system admins and no public user access given to administrative tasks on this Internet network. Only approved provider system admins vetted by the customer’s IT staff will have admin privileges on this network. Strong passwords are defined as having more than eight characters, not matching standard “dictionary” definitions, and having at least three of the following five characteristics:One or more capital lettersTwo or more numbersOne or more punctuation marksOne or more symbolsFewer than three of the same characters consecutivelyHardware Purchase Recommendations and StandardsTo promote standardization and compatibility with Department standards, The US Embassy IRC will provide all the necessary hardware and software under this contract. Software StandardsIn compliance with our security policy, software must be current and receive support and updates from the vendor.Provider must perform regularly scheduled maintenance on systems. This includes regular checks of Anti-Virus definition updates, windows patches, assistance with software updates, monthly checks of event logs, etc. DeploymentsNew computers are configured with a standard set of software including a current operating system, licensed and subscribed software applications, migration of applications, client documents, and preferences from a previous computer. Configuration of printing to networked printersPhysical relocation of computers. Multiple computer moves should be coordinated with IRC staff.Software not included in the baseline standard is installed when requested and properly licensed. New software is not to be installed without prior authorization from Embassy ISC staff. Software Installation:Support technicians will install and upgrade software: to resolve software problems in response to client requests due to changes to Embassy standards to meet security puter Troubleshooting SupportDesktop Support staff will investigate and resolve issues involving:Hardware malfunctionsOperating system and application issuesConfiguration settings / issuesSecurity settingsNetwork connectivity & Accessing network resourcesProblems with specialized software may be referred to ISC staff for collaboration of a resolution.Operating System and Application PatchingManaged computers receive regular operating system and security updates from Microsoft. Application updates that contain security fixes and improvements are also applied shortly after vendor release. Computer Operating System UpgradesComputer operating systems should be upgraded when necessary to continue to receive security patches and updates from Microsoft. IRC staff can request upgrades to the most current, supported OS version. Computer RepairsPhysical hardware problems should be reported to IRC staff for retirement or replacement. IRC staff will work with Embassy ISC to securely erase data or destroys storage devices prior to disposal. Service ReviewsReviews of the service will be conducted by Provider in conjunction with the Customer at least annually, as well as after a major outage or change.? ................
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