0629-14 - MS Premier Support SOW.docx


Original Source
Contract Opportunity
Date Originally Posted
Aug. 20, 2021, 1:15 p.m.
Profiled People






The Naval Systems Engineering Resource Center (NSERC) is the Navy's leading resource for collaborative engineering services and Systems Engineering (SE) tools. It supports and improve SE interoperability across the Naval Research, Development, Test, and Evaluation (RDT&E) communities by providing access to common System Engineering tools, resources, and processes. NSERC equips SEs to analyze, trace and output Requirements, Architectures, Modeling, Configuration, Change, Risk Management and Reliability & Maintainability (R&M). Customized solutions are developed across collaborative engineering environments that integrate with NSERC's best of breed engineering tool suite.


Original Equipment Manufacturer (OEM) Specifications


The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items/services necessary to support the following:

3.1The contractor shall provide support and expertise to enhance the existing network, increase and improve availability of mission applications and troubleshoot and resolve problems with all applicable uNSERC/sNSERC Information Technology (IT) equipment during the contract period. This support shall include the following:

3.1.1The contractor shall provide Microsoft Premiere Services (MPS) services and support designed to help the Department of Defense (DoD) maximize their investment in Microsoft technologies, reduce risk, accelerate deployment and optimize solutions to meet requirements.

3.1.2The contractor shall provide support to the government by delivering problem and break-fix resolution reaching back to Microsoft product groups and developers as needed to provide solutions.

3.1.3The contractor shall provide technical support, problem resolution, workshops, strategic guidance and assistance to customers with technical issues pertaining to developing intranet/internet strategies, prototyping, implementation and deployment of solutions spanning across infrastructure and application areas.

3.2The contractor shall provide 200 hours of support from a designated Service Account Manager (SAM) to ensure support related to Microsoft products for the base period.

3.2.1The SAM shall serve as the point of contact and shall provide the government feedback regarding the support services to other contractor groups.

3.2.2The SAM shall provide planning and resource facilitation to include orientation and planning sessions conducted with government management and staff.

3.2.3The SAM shall attend status meetings scheduled by the government to discuss support service activities, monitor government satisfaction levels, and discuss actions or adjustments that may be required.

3.2.4The SAM shall provide escalation management to support issues that require escalation to other resources under the contractor purview, and closely manage and expedite resolution.

3.3The contractor shall provide program management support to coordinate with government leadership.

3.3.1The Program Manager shall be responsible for overall delivery of Microsoft services and may travel to other local sites as needed based on operational service delivery and management requirements.

3.3.2The Program Manager shall oversee and administer the overall quality assurance and staffing coordination.

3.3.3 The Program Manager shall be the single contact point for all Microsoft services delivery.

3.4The contractor shall provide Problem Resolution Support (PRS) assistance for problems caused by Microsoft products 24 hours a day, 7 days a week, during the period of performance.

3.4.1The contractor shall provide MPS Problem Request Break-Fix SME assistance for problem resolution break-fix support requests.

3.4.2The contractor shall provide Incidents on/off site support in response to an assisted break-fix support request to address specific critical problems.

3.5The contractor shall provide MPS Support Assistance short-term advice and guidance for problems not covered with PRS as well as requests for consultative assistance for design, development and deployment issues. The MPS Services Resource shall work with the government to determine the type of specific Support Assistance needs.

3.6The contractor shall provide 550 hours of technical support customer interaction via phone based Problem Resolution Support (PRS) or Support Assistance limited to US citizens for issues involving the following products: Windows, Exchange Server, SQL Server, Microsoft Internet Information Services (IIS), System Center Configuration Manager, System Center Operations Manager, System Center Mobile Device Manager, System Center Essentials, System Center Virtual Machine Manager, System Center Online Asset Inventory Services (AIS), System Center Capacity Planner, System Center Desktop Error Monitoring, System Center Data Protection Manager, System Center Service Manager, WSUS 3.0, Application Virtualization (App-V), Microsoft Enterprise Desktop Virtualization (Med-V), Microsoft Office SharePoint (not including Designer and Developer support for SharePoint), Microsoft SharePoint FAST, Microsoft Office Outlook and Microsoft Communications Server and Microsoft Lync.

3.7The contractor shall provide the latest knowledge on Microsoft technologies to enhance Government in-house support.

3.8All contractor support and services under this SOW shall be limited to the established hours set in the contract for the base and option periods noted.


The contractor shall provide data IAW CDRL A001.


The Government will provide all required equipment and documentation required to accomplish this work.


6.1All work performed under this effort shall be unclassified.


The contractor shall be required to travel in performance of this contract. The number of trips and types of personnel traveling shall be limited to the minimum required to accomplish work requirements and shall be coordinated with the technical point of contact. All travel shall be conducted in accordance with the Federal Travel Regulations (FTR). The following travel is anticipated: Three (3) personnel to the NSWCDD, located in Dahlgren, Virginia, throughout the period of performance.


Bob Simmons


Phone: 540-653-2517