USAGM NetApp Support Services (CANCELLED)

The USAGM requires NetApp Support Services. These professional support services that shall enable USAGM-TSI to deliver on the goals of the office and meet the unique needs of its clients and partners. For further detail, plese refer to the documents attached to this request.

Background
The U.S. Agency for Global Media (USAGM) is an independent federal agency dedicated to informing, engaging, and connecting people globally through various media forms in support of freedom and democracy.

USAGM oversees six entities that communicate with over 394 million people weekly. The contract for NetApp Support Services aims to enable the Office of Technology, Services and Innovation (TSI) to meet the unique needs of its clients and partners by providing professional support services.

Work Details
The contractor shall perform NetApp Hardware and Software Support Services for USAGM, which includes:

- Maintaining optimal performance and uptime of NetApp hardware systems;
- Reducing response time for technical issues;
- Ensuring compliance with service-level agreements (SLAs);
- Providing software updates with a minimum upgrade to ONTAP 9.7;
- Delivering 24/7 technical support via phone, email, or chat;
- Providing on-site support for hardware repairs and replacements;
- Offering remote diagnostics and troubleshooting assistance;
- Ensuring timely firmware updates for the NetApp appliance system;
- Supplying and replacing defective parts as per warranty agreements;
- Retaining defective media as per agreements;
- Generating monthly service reports detailing support incidents and resolutions;
- Providing access to hardware documentation;
- Responding to support requests within agreed SLAs;
- Maintaining accurate records of all support activities with an initial response time within 24 hours and resolution time within 7 days.

Period of Performance
The contract will be performed from March 31, 2025, to March 30, 2026, with four optional extension periods of twelve months each.