DHS - FY26 CBP - Oracle Hardware Software Maintenance & Cust. Success Services -

The Department of Homeland Security (DHS), through the General Services Administration (GSA), is engaging in market research to acquire hardware and software maintenance services for Oracle products used by the U.S. Customs and Border Protection (CBP). The primary objective of this contract is to ensure the continuous operation, maintenance, and support of Oracle systems that are critical to CBP's mission of enforcing laws and facilitating trade. This initiative is part of a broader effort by the CBP's Office of Information and Technology (OIT) to maintain optimal IT infrastructure that supports border protection and legitimate trade activities.

The scope of work involves providing comprehensive maintenance services for Oracle hardware and software as detailed in the Bill of Materials (BOM). The services required include regular updates, patches, documentation, troubleshooting support, installation assistance, and configuration support. Additionally, the contract calls for Customer Success Services (CSS), which includes a dedicated toll-free hotline available 24/7/365 to address any issues related to Oracle products. This ensures that CBP personnel have immediate access to technical support whenever necessary.

Specific tasks under this contract include developing patches and upgrades as they become necessary, maintaining an Enterprise Service Desk with a Technical Account Manager available at all times, and prioritizing service requests from CBP above those from other customers. The contractor will also provide consulting expertise for handling Severity 1 issues with a limit on service requests per quarter. Furthermore, they will assist in problem analysis, formulation of resolution plans, creation of test cases for issue resolution, testing proposed solutions prior to implementation in production environments, and recovering downed databases.

To monitor progress effectively, contractors are required to submit monthly status reports detailing engagement progress across various tasks outlined in the scope. These reports will provide an overview of completed work along with upcoming scheduled tasks. Through these efforts, DHS aims to ensure robust support for its IT systems that are vital for national security operations conducted by CBP.