Federal Supply Service Information Technology Schedule (FSS ITS) - GSA Schedule

Consolidated Seat Management Services

DigitalNet will deliver the full scope of Seat Management Services to include Help Desk, Deskside Support, Asset Management, and Network Monitoring and Management. All services are provided bundled and may not be ordered separately from this CLIN. These services are available on approved COTS hardware and software products.  Inspection is required at standard T&M rates. The Government must provide sufficient on-site space and general office requirements such as phones, storage, etc. to support any on-site staffing requirements. Prior to commencement of services, a Due Diligence and Transition must be conducted. These are separately priced items as described below.

Help Desk Services
DigitalNet will provide three levels of Help Desk Support as described below:

• Level 1 includes call registration and tracking to closure, initial fault isolation, and problem determination. If available and with the Government's permission, remote diagnostics and control of the desktop may be used to resolve the problem.  Problems which are the responsibility of DigitalNet that can not be resolved at Level 1 are escalated to Level 2.
• Level 2 includes problem escalation to designated product specialists. Detailed fault isolation is conducted. If available and with the Government's permission, maintenance patches may be remotely downloaded and configuration changes made in order to resolve the problem. Problems which are the responsibility of DigitalNet that can not be resolved at Level 2 are escalated to Deskside Support.
• Level 3 includes call registration and tracking to closure of problems which are the responsibility of a vendor or contractor other than DigitalNet. DigitalNet will monitor the status and progress of the third party vendor or contractor, providing the Government with periodic updates.

Service Levels

Aspect Measured	Quantifier	Service Level
Answer call by human or ACD	<20 seconds	99%
Referred to Expert Domain	Within 30 minutes of call receipt	99%
Abandoned calls	<4% of calls abandoned by caller	96%
Level 1 resolution rate	Number of calls which are resolvable at Level 1	80%

 

Deskside Services
DigitalNet will provide the following services at end user locations:

• Deskside Software Support
  Software escalation support for calls which the Help Desk can not resolve.
• Deskside Hardware Support - Warranty
  Hardware fault isolation and repair on products which both the Government and the OEM have designated DigitalNet as the warranty provider. The OEM will provide parts support. The Service Levels for response and repair will be standard commercial offerings provided by the OEM.
• Deskside Hardware Support - GFE
  Hardware fault isolation and repair on products which are furnished by the Government and not covered by OEM warranty. DigitalNet will provide a next-business-day response in support of these products. Any parts required to return these devices to service will be charged to the Government as material or Other Direct Cost items.

Service Levels

Service Description	Return to Service Requirement	Notes
Deskside Software	Close of next Business Day	Measured from receipt of call at Help Desk
Deskside Hardware Support - Warranty	Close of next Business Day	Measured from receipt of call at Help Desk. May vary depending upon OEM warranty offering.
Deskside Hardware Support - GFE	N/A	Subject to GFE parts availability

Asset Management
DigitalNet will perform the following Asset Management functions with respect to in scope hardware and software:

• Maintain the Governments asset management system containing information to be mutually agreed to by both Parties.
• Update or correct the asset management system following Installs, Moves, Adds, or Changes performed by DigitalNet.
• Update or correct the asset management system following receipt of information regarding personnel and inventor changes effectuated by the Government.
• Produce periodic reports in an agreed to format pertaining to some or all of the inventory information maintained in the asset management system.

Network Support Services
DigitalNet will provide proactive network management services via telecommunications links to our Network Control Center (NCC). It includes systems administration and basic LAN support. All objects managed will be TCP/IP and SNMP compatible. The price is exclusive of development of any interfaces for components.

Service Description
DigitalNet provides the following services on a 24 hours per day, seven days per week 365 days per year basis for approved network devices.

• Baseline implementation of a management control system
• Initial fault management, to consist of monitoring, telnet and dial-up diagnosis to determine and isolate faults
• Remote re-loading and configuration failed devices when applicable
• Dispatching of third party providers in accordance with Government instructions

Service Levels
Devices are assigned a priority level during due diligence/transition analysis. The levels are described below.

Priority	Description	Return to Service:
Priority 1	Mission Critical	2 hours from receipt of call at the Help Desk
Priority 2	Major LAN failure; Workgroup effected	4 hours from receipt of call at the Help Desk

Price (Monthly Price per Seat)

	FY2000	FY2001	FY2002	FY2003	FY2004
Cost per Seat (minimum 1,500)	$206.00	$213.21	$220.67	$228.40	$236.39
Due Diligence	T&M	T&M	T&M	T&M	T&M
Transition	T&M	T&M	T&M	T&M	T&M

NOTES:
A desktop is defined as a CPU/base unit, a standard monitor, a keyboard and a pointing device OR an external input/output device such as a printer or plotter. Base units are limited to single processor "Wintel" based devices. External input/output devices such as Jazz/Zip drives or external CD-ROMs which are identified during the Physical Inventory are included in the Seat Price at no additional charge.) Additional peripherals may be supported at a reduced priced based upon complexity of the device and level of support required. 

1. Service delivery is limited to a single building or campus complex with all buildings within easy walking distance
2. Prior to the commencement of Seat Services both a Due Diligence and Transition must be conducted. These services will be billed to the Government at the T&M rates set forth in this schedule.
3. An object is defined as a TCP/IP and SNMP compatible device as defined in the Transition Plan.
4. An object is defined as a TCP/IP and SNMP compatible device as defined in the Transition Plan.