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Federal Supply Service Information Technology Schedule
(FSS ITS) - GSA Schedule Help
Desk Services
DigitalNet offers two versions of Help Desk services, Basic and Comprehensive,
from our Consolidated Help Desk. All services are remote and do not include any
on-site support. Additional set-up costs may apply for services delivered from
a location other than our Consolidated Help Desk, or where additional, specific
software tools are desired to be integrated by the customer. Services are limited
to approved desktop hardware and software configurations. Due Diligence Analysis
and Inventory Services are mandatory, and are billed at the T&M rates described
in this Schedule. Telecommunications infrastructure charges, including but not
limited to T-1 lines, will be separately charged. Basic
Help Desk Service
Basic Help Desk Service includes call registration
and tracking to closure, with an immediate hand-off to a Government-authorized
third party services provider. DigitalNet will make no attempt to triage
or perform any fault isolation, but will monitor the status and progress of the
third party vendor or contractor and provide the Government with periodic updates.
Comprehensive
Help Desk Service
DigitalNet will provide three levels of
Comprehensive Help Desk Service, 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 that can not be resolved at Level 2 are escalated to the Governments
authorized third party services provider.
- Level 3 includes only call
registration and tracking to closure of problems that are the responsibility of
a monitor the status and progress of the third party vendor or contractor and
provide the Government with periodic updates.
Pricing
(Monthly Price per Seat) Basic
Help Desk Service
| Seat Count |
5x12 Coverage | | |
FY2000 | FY2001 |
FY2002 | FY2003 |
FY2004 | 1,500
to
2,000 | $10.25 |
$10.61 | $10.98 |
$11.36 | $11.76 |
2,001
to
4,000 |
$10.15 | $10.51 |
$10.87 | $11.25 |
$11.65 | 4,001
to
6,000 | $10.05 |
$10.40 | $10.77 | $11.14
| $11.53 |
6,001
to
8,000 | $9.95
| $10.30 |
$10.66 | $11.03 |
$11.42 | 8,001
to
10,000 | $9.85 |
$10.19 | $10.55 |
$10.92 | $11.30 |
10,001
to
16,000 |
$9.75 | $10.09 |
$10.44 | $10.81 |
$11.19 | 16,001
to
unlimited | $9.65 |
$9.99 | $10.34 |
$10.70 | $11.07 | Basic
Help Desk Service
| Seat Count |
7x24 Coverage | | |
FY2000 | FY2001 |
FY2002 | FY2003 | FY2004 |
1,500
to
2,000 |
$13.32 | $13.79 |
$14.27 | $14.77 |
$15.29 | 2,001
to
4,000 | $13.19 |
$13.65 | $14.13 |
$14.62 | $15.14 |
4,001
to
6,000 |
$13.06 | $13.52 |
$13.99 | $14.48 |
$14.99 | 6,001
to
8,000 | $12.93 |
$13.38 | $13.85 |
$14.34 | $14.84 |
8,001
to
10,000 |
$12.80 | $13.25 |
$13.71 | $14.19 |
$14.69 | 10,001
to
16,000 | $12.67 |
$13.11 | $13.57 |
$14.05 | $14.54 |
16,00
to
unlimited |
$12.54 | $12.98 |
$13.43 | $13.90 |
$14.39 |
Comprehensive Help Desk Service
| Seat Count |
5x12 Coverage | | | FY2000
| FY2001 | FY2002
| FY2003 | FY2004
| 1,500
to
2,000
| $41.04 |
$42.48 | $43.96 |
$45.50 | $47.09 |
2,001
to
4,000 | $40.63 |
$42.05 | $43.52 |
$45.05 | $46.62 |
4,001
to
6,000 | $40.23 |
$41.64 | $43.10 |
$44.60 | $46.16 | 6,00
to
8,000 | $39.82 |
$41.21 | $42.66 |
$44.15 | $45.69 | 8,001
to
10,000 | $39.42 |
$40.80 | $42.23 |
$43.71 | $45.24 |
10,001
to
16,000 | $39.03 |
$40.40 | $41.81 |
$43.27 | $44.79 |
16,001
to
unlimited | $38.63 |
$39.98 | $41.38 |
$42.83 | $44.33 | Comprehensive
Help Desk Service
| Seat Count |
7x24 Coverage | | | FY2000
| FY2001 |
FY2002 | FY2003 |
FY2004 | 1,500
to
2,000
| $49.70 |
$51.44 | $53.24 |
$55.10 | $57.03 |
2,001
to
4,000 | $49.21 |
$50.93 | $52.71 |
$54.56 | $56.47 |
4,001
to
6,000 | $48.72 |
$50.43 | $52.19 |
$54.02 | $55.91 |
6,001
to
8,000 | $48.22 |
$49.91 | $51.65 |
$53.46 | $55.33 |
8,001
to
10,000 | $47.74 |
$49.41 | $51.14 |
$52.93 | $54.78 |
10,001
to
16,000 | $47.27 |
$48.92 | $50.64 |
$52.41 | $54.24 |
16,001
to
unlimited | $46.78 |
$48.42 | $50.11 |
$51.87 | $53.68 | Other
Services
| | FY2000
| FY2001 |
FY2002 | FY2003 |
FY2004 | | Due Diligence/Transition |
T&M | T&M |
T&M | T&M |
T&M | | Inventory Services |
T&M | T&M |
T&M | T&M |
T&M | Telecommunications
Infrastructure,
Other | T&M
(ODC) |
T&M
(ODC) | T&M
(ODC) |
T&M
(ODC) | T&M
(ODC) |
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% | Notes:
Prior to the commencement of service, both a physical inventory and a
due diligence analysis must be conducted. These services will be billed
to the Government at the T&M rates set forth in this schedule.
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