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

Deskside Support Services

DigitalNet will provide the full range of Deskside Services described below. All services provided in this offering are bundled and may not be ordered separately. These services are available on approved COTS hardware and software products. This offering does not include any network management support, to include systems administration or monitoring of any LAN, WAN or other network components. Due Diligence is required and is additional, 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.

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 cannot 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 solved at the Help Desk are escalated to Deskside Support.
• Level 3 includes call registration and tracking to closure of problems that 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.

Deskside Services
DigitalNet will provide the following services at end user location(s):

• Deskside Software Support
  Software escalation support for calls which cannot be resolved by the Help Desk.
• Deskside Hardware Support - Warranty
  Hardware fault isolation and repair on products which both the Government and the OEM has designated DigitalNet as the warranty provider. Parts support will be provided by the OEM. 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 next-business-day response for the 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.

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

• Maintain the Government 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 inventory changes effectuated by the Government or others.
• Provide periodic standard reports, in an agreed upon format, pertaining to some or all of the inventory information maintained in the asset management system.

Per Seat Prices (Monthly Price per Seat)

Number of Seats	Price per Seat
	FY2000	FY2001	FY2002	FY2003	FY2004
1,500 to 2,449	$121.77	$126.03	$30.44	$135.01	$139.73
2,450 to 3,149	$114.84	$118.86	$123.02	$127.33	$131.78
3,150 to unlimited	$108.90	$112.71	$116.66	$120.74	$124.97

Additional CLINs

CLIN	Price
	FY2000	FY2001	FY2002	FY2003	FY2004
Due Diligence	T&M	T&M	T&M	T&M	T&M
Transition	T&M	T&M	T&M	T&M	T&M

Service Levels

Deskside Services

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

Help Desk

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%

Notes:

1. A desktop is defined as a CPU/base unit, a standard monitor (not to exceed 17"), a keyboard and a pointing device. Base units are limited to single processor "Wintel" based devices.
2. A desktop may also be defined as an additional external input/output device such as a printer, plotter, Jaz/Zip drive, or external CD-ROM. A reduced price may be provided based upon the complexity of the individual device and the support level desired.
3. Service delivery is limited to a single building or campus complex, with all buildings within easy walking distance.
4. Prior to the commencement of Seat Services, both a physical 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.
5. This offering does not include the provisioning of any product. All products or tools, including software are GFE.