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SPS Help Desk Agreement

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SPS Help Desk Agreement Defense Logistics Agency (DLA) Standard Procurement System (SPS) Joint Program Management Office (JPMO) SPS Help Desk Agreement POP: 12/18/2020 – 11/17/2021 This document contains proprietary and confidential information related to the Procurement Desktop Defense (PD²) product of CACI Enterprise Solutions, Inc. as defined in the Software License Agreement (SLA) between CACI Enterprise Solutions, Inc. and the Department of Defense (DoD), at Section J, Attachment #6, of Contract Number W91V38-07-D- 0001. This information includes, but is not limited to, icons and software screen prints. Distribution of this document is restricted to employees of the DoD or to third parties who require access on behalf of the DoD and who have executed an appropriate non-disclosure agreement as described in the SLA. The data subject to this restriction are contained in sheets marked with the following legend: “use or disclosure of proposal data is subject to the restriction on the title page of this proposal.” SPS Help Desk Agreement Table of Contents i Table of Contents ........................................................................................................................................... i Table of Figures ............................................................................................................................................ ii 1 SPS Help Desk Support ........................................................................................................................... 3 2 SPS Help Desk Operations ...................................................................................................................... 3 3 Issue/Ticket Management ........................................................................................................................ 3 3.1 Severity Levels ................................................................................................................................ 4 3.2 SPS Authorized Callers ................................................................................................................... 4 3.3 Technical Environments .................................................................................................................. 5 3.4 Supported Products .......................................................................................................................... 5 3.5 Issue Analysis and Resolution ......................................................................................................... 6 3.6 Additional Procedures ................................................................................................................... 12 4 Monthly Reporting ................................................................................................................................. 13 5 SPS Knowledge Base ............................................................................................................................ 17 6 Innovative Use of Technology and Communication ............................................................................. 19 7 Support Upgrades for Service/Maintenance Releases ........................................................................... 21 Table of Contents i © 2021 CACI Enterprise Solutions, Inc. SPS Help Desk Agreement Table of Figures Figure 3-1. Severity Level Definitions ......................................................................................................... 4 Figure 3-2 Supported SPS Software Solutions ............................................................................................. 5 Figure 4-1 Data Included in the “MONTH YEAR SPS Help Desk Metrics.xls” ....................................... 15 Figure 4-2 SPS Help Desk Metrics ............................................................................................................. 16 Table of Figures ii © 2021 CACI Enterprise Solutions, Inc. SPS Help Desk Agreement 1 SPS Help Desk Support The SPS Help Desk Agreement describes the basic need for user support for the SPS program production baseline software. This includes support for PD2 Increment 2 v4.2, PD2 Adapter, PD2 Archiving Utility, PD2 Document Transfer Utility, FPDS Engine, SAM Vendor Sync, Procurement Data Standard (PDS) Extract and Punch Out utilities, SPS Sybase Audit Logging, SPS Add Text Utility as well as the designated third-party software applications that have received Government acceptance and are in operational use at Government sites following an SPS JPMO scheduled installation at the site. The SPS Help Desk will support no more than two (2) deployed versions of the SPS product concurrently. Supported versions and timelines will be determined by the SPS Program Manager. 2 SPS Help Desk Operations The SPS Help Desk hours of operation is 8:00am – 6:00pm EST Monday through Friday. All users contacting the SPS Help Desk between these hours will receive a live call and an SPS Help Desk analyst will respond to and resolve the issue within the approved response and resolution times for severity 1 through severity 4 issues. Issues reported outside the hours of operation and on the ten (10) recognized Federal Holidays will be addressed the following business day. Accountability for resolution and response times for all issues will be suspended while the SPS Help Desk is closed. September is a very heavy month due to End of Fiscal Year activities. SPS Help Desk hours of operation will be extended to 6:00am – 10:00pm EST for the last ten (10) calendar days of September and from 6:00am EST on 30 September 30 to 3:00am EST on 1 October. 3 Issue/Ticket Management The SPS Help Desk will utilize an automated Customer Relationship Management (CRM) tool which allows for standardization of SPS Help Desk Service Requests. The SPS Help Desk will maintain the following detailed information (at a minimum) in each Service Request opened by the SPS Help Desk: a. Unique identification number for the issue, which will be communicated to the SPS Authorized Caller b. Date and time the issue was reported to the SPS Help Desk c. Product (i.e., PD² v4.2 Increment 2, PD² Adapter, SPS-C, FPDS Engine) and the version of the software the user was running when the issue was discovered d. Detailed description of the issue e. Site information as it relates to the issue f. Issue severity categorization (refer to definitions in Figure 3-1) g. If required, hardware configuration being used at the site when the issue was encountered (as provided by the SPS Authorized Caller). NOTE: If the issue was encountered on multiple platform configurations, all applicable combinations shall be documented. SPS Help Desk Support 3 © 2021 CACI Enterprise Solutions, Inc. SPS Help Desk Agreement 3.1 Severity Levels The SPS Help Desk will categorize the severity of issues with the SPS Authorized Caller when the issue is reported. See Figure 3-1 for the severity level definitions. Figure 3-1. Severity Level Definitions Severity Levels Severity 1 The system is down. No alternative is available; all users cannot proceed. No work can happen. Severity 2 The system and user operations are severely impacted. Software still operates. No alternative available. Severity 3 Alternative available. Operations function. Slight disruption for one or more users. Severity 4 Minor problem, as it does not affect a user’s ability to operate the software (cosmetic or nuisance problem). The SPS Help Desk will categorize new contingency issues based on the severity definitions specified in Figure 3-1. Contingency efforts have been identified by information provided by the SPS JPMO and individual services. The SPS Help Desk is not responsible for metrics associated with response and resolution times for issues reported by non-established contingency efforts that do not identify the reported issue as a contingency related effort. 3.2 SPS Authorized Callers Users contacting the SPS Help Desk must be established SPS Authorized Callers within the SPS Authorized Caller database for all production sites. The SPS Help Desk will leverage this information to ensure only appropriately trained and approved users are able to open Service Requests with the SPS Help Desk. Any additions or changes to SPS Authorized Caller status will be submitted through the SPS Authorized Caller Utility located on the SPS Knowledge Base (KB) and reported to the SPS JPMO and Desk Officer for review. The SPS Help Desk will provide SPS Authorized Caller status to central processing-type sites (e.g. terminal server site) that support operational users at other sites, but have no operational users at their site. Also, individual stand-alone laptop computers with a user license for PD2 and PD2 Adapter installed, and that is in an operational mode, will be allocated one (1) SPS Authorized Caller, such as for Contingency Contracting. Sites will be identified as either a contingency and a non-contingency site. Non-contingency sites will utilize the SPS Authorized Caller model as defined in Attachment A. Users at contingency sites do not have to be an SPS Authorized Caller to open or follow up on a Service Request with the SPS Help Desk. SPS Authorized Callers will contact the SPS Help Desk through toll-free phone numbers, e-mail, web, and fax line(s) regarding issues they are experiencing with the SPS software suite. The SPS Level 2/3 Help Desk will oversee the SPS Authorized Caller process. This support will include updates and maintenance of the master SPS Authorized Caller list. The SPS Level 2/3 Help Desk will review all
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