MICROSOFT SERVICES PREMIER SUPPORT

Background
Within the Department of Justice (DOJ), there is a requirement to obtain Microsoft Services Premier Support in support of Microsoft-developed products and systems.

The DOJ has invested over $400 million in licenses and Software Assurance over the past six years under an Enterprise License Agreement with Microsoft.

While basic support is included in Software Assurance, DOJ components require the specific, highly technical services offered through Premier Support to ensure mission-critical systems remain in proper working order and to provide direct access to Microsoft resources.

Work Details
The Statement of Work establishes an enterprise-wide services contract to provide timely and effective access to Microsoft Services Premier Support, up to the Premier Ultimate level.

Key tasks include:

3.1 Support Account Management
a. Planning, coordination, project management, direction, administration, quality assurance and control of task orders
b. Development and maintenance of a project plan for awarded tasks
c. Coordination with the Contracting Officer’s Representative (COR) and task order points of contact
d. Assessment and coordination of unplanned service requests per DOJ policies
e. Routine status monitoring and monthly reporting on task and problem resolution performance
f. Assistance with preventive measures, risk assessments and platform support recommendations
g. Participation in periodic teleconferences or meetings to report status, schedule and accomplishments

3.2 Workshops and Events
a. Instructor-led workshops focused on monitoring and proactive maintenance of Microsoft products, including lessons learned and best practices
b. Access to special training events combining technical presentations and hands-on labs

3.3 Problem Resolution Support
a. Break-fix assistance with on-site visits charged by the hour, including provision of hotfixes and 24/7 help desk support
b. Severity levels defined (A: catastrophic, B: critical, C: moderate, D: minimal) with corresponding first-call response times (1–4 hours), continuous effort and escalation procedures
c. Notifications to senior government executives and program managers for high-impact issues

3.4 Support Assistance
a. Infrastructure design and configuration support, informal advice and knowledge transfer
b. Network and architectural risk assessments to ensure infrastructure adequacy and security
c. Performance in accordance with approved project plans and under the oversight of the Security Programs Manager (SPM).

Period of Performance
This requirement will be fulfilled via an IDIQ contract consisting of a one base period and multiple option periods (CLIN prefixes “0” for base, “1” for first option, etc.). Individual task orders will specify performance periods within those contract periods.

The Department may unilaterally increase support hours or incidents and may extend task order performance for delays or insufficient contractor staffing, with modifications executed prior to expiration.

Place of Performance
Services will be provided enterprise-wide to DOJ components at authorized DOJ facilities and on authorized government networks. Remote support is permitted only as authorized; on-site support may occur at component locations nationwide.

Local travel within 50 miles of the contractor’s primary duty station is non-reimbursable; non-local travel requires COR approval.

Bidder Requirements
Offerors must hold a Top Secret facility clearance at the time of proposal submission and provide their CAGE code.

All contractor and subcontractor personnel must comply with Attachment 2 Personnel Security Requirements, sign DOJ non-disclosure agreements, and complete required privacy, cybersecurity and records management training annually.

Key personnel (including a Program Manager) must be designated, their resumes approved by the COR and CO before performance, and replacements require 60 days’ notice.

An Authority To Operate (ATO) is required for any contractor-controlled IT environment hosting DOJ data.

Offerors must have no organizational conflicts of interest, and provide a minimum of three non-DOJ past performance references for the prime and two references for each subcontractor.