SPS Help Desk Agreement

Defense Logistics Agency (DLA)

Standard Procurement System (SPS) Joint Program Management Office (JPMO)

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

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

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 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 SPS Authorized Caller applications that are submitted through the SPS Authorized Caller Utility on the SPS KB. The SPS Level 2/3 Help Desk will approve or reject

SPS Help Desk Agreement

submitted applications and will work with the SPS JPMO Help Desk COR for any special circumstances regarding SPS Authorized Caller applications. 3.3 Technical Environments The SPS Help Desk supports specific technical environments for each major Service Release of the PD² product. These environments are defined in the SPS Hardware and Software Specifications document located on the SPS KB. The SPS Help Desk provides support for all SPS product applications installed on all verified environment versions, as outlined in the approved SPS Hardware and Software Specifications document. Environments supported for PD² v4.2 Increment 2 SR16 and higher include, but are not limited to, virtual, Citrix, and Terminal/Remote Desktop Services. If a site, that operates in an environment not included in the SPS Hardware and Software Specifications document reports an issue to the SPS Help Desk, the SPS Help Desk will troubleshoot the issue. If it is determined that the issue is due to the unsupported environment the issue will be deemed not supported by the SPS Help Desk. Due to the possibility of varying software configurations per site location, giving recommendations for environment configuration and settings is not supported by the SPS Help Desk. This includes creating and/or modifying batch files or custom ‘ini’ files. The SPS Level 2/3 Help Desk does not support issues pertaining to digital certificates (i.e., DoD root certificate). 3.4 Supported Products The SPS Help Desk provides support for the SPS software solutions detailed in Figure 3-2. Figure 3-2 Supported SPS Software Solutions

SPS Software Solutions

PD² v4.2 Increment 2 SPS Clause & Standard Data Maintenance PD² Adapter SAM Vendor Sync

FPDS Engine Solutions SPS-C Comprehensive Installer and Contingency environments PD2 Archiving Utility PD2 Document Transfer Utility (DTU) Procurement Data Standard (PDS) Extract Utility Procurement Data Standard (PDS) Punch-out Utility SPS Sybase Audit Logging (multi-phase) SPS Add Text Utility (multi-phase)

This support includes troubleshooting, diagnosing, installing, upgrading, monitoring, maintaining and operating the supported SPS software solutions. In addition, this includes support for upgrades, maintenance releases, service releases, patches, and all developed scripts

SPS Help Desk Agreement

and utilities. The SPS Help Desk will not provide support for data conversions and database consolidations.

3.5 Issue Analysis and Resolution An issue will be deemed not supported by the SPS Help Desk if the request for support is not specifically documented as supported in the SPS Help Desk Agreement. The SPS Help Desk will follow the below processes if an issue is deemed not supported by the SPS Help Desk: 1. The SPS Help Desk will notify the SPS Authorized Caller that the issue is not supported by the SPS Help Desk.

2. If the site has a Customer Support Team (CST), the SPS Help Desk will forward the Service Request to the appropriate CST. If the site does not have a CST, the SPS Help Desk will communicate to the SPS Authorized Caller the option to purchase support under a separate contract and refer the SPS Authorized Caller to the applicable Component Desk Officer or SPS Representative to assist in making the arrangements for securing support.

3. The Service Request will be designated as not supported in the CRM tracking tool and will be either closed by the SPS Help Desk if the SPS Authorized Caller does not have a CST or will be forwarded to the appropriate CST to work.

4. In situations where there is additional information that may alter the determination that the issue is not supported by the SPS Help Desk, Component Desk Officers or Government Representatives, and/or CST members should capture the pertinent information and circumstances that indicate the issue should be supported by the SPS Help Desk and contact an SPS Help Desk manager to initiate the re-evaluation of the issue. Additionally, SPS Authorized Callers may, in any case, contact the SPS Help Desk to add and clarify information and circumstances that may alter the scope determination and ask that the SPS Help Desk reevaluate the issue. In these situations, the SPS Authorized Caller should also coordinate with their respective Component Desk Officer or Government Representative.

5. If the SPS Help Desk investigates an issue reported by the SPS JPMO or an SPS Authorized Caller that is later determined to be an issue not supported by the SPS Help Desk, the SPS Help Desk will inform the SPS Authorized Caller. Continued resolution for these types of issue(s) must be resourced separately from the SPS Help Desk.

6. If a user at a specific Government Site violates the terms of the PD² Software License Agreement, the SPS Help Desk will notify the SPS JPMO Contracting Officer or SPS JPMO Contracting Officer’s Representative (COR), the appropriate Component Management Office representative, and the site POC. SPS Help Desk support to that Government Site may be discontinued.

The SPS Help Desk will provide the following support to SPS Authorized Callers for issues reported to the SPS Help Desk: 1. Diagnose and provide resolutions for issues relating to PD². These issues include abnormal system termination, software responses not consistent with system functional specifications

SPS Help Desk Agreement

and documentation, and support for the PD² standard reports. Troubleshooting techniques may involve providing diagnostic and manipulative scripts to resolve the issue or functional workarounds to assist SPS Authorized Callers with strategies to avoid software anomalies.

2. Diagnose and provide resolutions for issues relating to the PD² Adapter and the associated components.

• Support will include configuration issues with the PD² Adapter, via the PD² Adapter Configuration website. Support will include connectivity issues between the PD² Adapter, webMethods, and/or Sybase (excluding site network infrastructure issues). Support will include issues with the extraction and insertion of PD² data by the PD² Adapter. Support will include issues with the processing of XML documents by the PD² Adapter. Support will include issues with the publishing of XML documents to the webMethods Message Broker by the PD² Adapter. Support will include issues with the posting of XML documents to Trading Networks/My webMethods Server. Support will include issues with the archiving and maintenance tool set included with the PD² Adapter.

• Troubleshooting techniques utilized by the SPS Help Desk may include the development and distribution of scripts that will provide interim solutions for issues that users experience due to abnormal software responses not consistent with system functional specifications and documentation. Other troubleshooting techniques may include providing functional workarounds to assist SPS Authorized Callers with strategies to avoid software anomalies.

• Support will not include any alterations to the SPS JPMO-deployed PD² Adapter. Any modifications to accepted SPS software will not be supported by the SPS Help Desk.

3. Diagnose and provide resolutions for issues relating to the Procurement Data Standard (PDS).

• Support will include configuration issues with PDS, connectivity issues between the PD² Adapter, webMethods and the PDS Extract Utility, issues with the extraction of PD² data by the PDS Extract Utility and issues with the creation of XML documents by the PDS Extract Utility.

• Support will not include any alterations to the PDS Extract Utility. Any modifications to accepted SPS software will not be supported by the SPS Help Desk. Support will not include the transmission of XML files created by the PDS Extract Utility.

SPS Help Desk Agreement

4. Diagnose and provide resolutions for issues relating to the PDS Punch-Out Utility.

• Support will include configuration issues with the PDS Punch-Out, connectivity issues between the PD² Adapter, webMethods and the PDS Punch-Out Utility, issues with the extraction and insertion of PD² data by the PDS Punch-Out Integration and issues with the creation of XML documents by the PDS Punch-Out Utility.

• Troubleshooting techniques utilized by the SPS Help Desk may include the development and distribution of scripts that will provide interim solutions for issues that users experience due to abnormal software responses not consistent with system functional specifications and documentation. Troubleshooting techniques may also include providing functional workarounds to assist SPS Authorized Callers with strategies to avoid software anomalies.

• Support will not include the transmission of XML files created by the PDS Punch-Out Utility to the PDS Validation Service. Support will not include the transmission of XML files from the PDS Validation Service to the PD² Adapter, and any alterations to the PDS Punch-Out Utility. Any modifications to accepted SPS software will not be supported by the SPS Help Desk.

5. Diagnose and provide resolutions for issues relating to the PK Enabling of the PD² Client.

• Support will include the turning on or turning off the PK Enabling functionality within PD2, configuration issues with PKI, and issues resulting from the CAC self-registration process and connectivity issues between the PD² Client and the Sybase server.

• Troubleshooting techniques utilized by the SPS Help Desk may include the development and distribution of scripts that will provide interim solutions for issues that users experience as a result of abnormal software responses not consistent with system functional specifications and documentation. Troubleshooting techniques may also include providing functional workarounds to assist Authorized Callers with strategies to avoid software anomalies.

• Support will not include configuration issues with the CAC card. The infrastructure required for implementing and supporting CAC authentication is beyond the scope of the SPS program. Examples of these include CAC readers, ActivClient software, and Government CAC validation services.

• Support will not include the digital signature capabilities on documents/transactions for SPS documents.

• Support will not include support for CAC-based authentication through Citrix, Terminal Services, or Remote Desktop. CAC-based authentication through Citrix, Terminal

SPS Help Desk Agreement

Services, or Remote Desktop is not supported in PD2 v4.2 Increment 2 SR15 according to the SR15 Hardware and Software Specifications Document. Sites are permitted to use this functionality; however, any issues encountered are not supported by the SPS Help Desk. This functionality will be supported beginning with PD2 v4.2 Increment 2 SR16.

• Support will not include any alterations to the PK Enabling of the PD² Client. Any modifications to accepted SPS software will not be supported by the SPS Help Desk.

6. Diagnose and provide resolutions for issues related to the SPS Add Text Utility, as defined in this PWS.

• Assist with the initial installation and setup as defined in the approved Installation Guide. • Assist with the general execution of the utility in accordance with the approved User’s Guide. • Troubleshoot any errors generated during the use of the utility based on the designed functionality of the utility. 7. Diagnose and provide resolutions for issues related to the SPS Sybase Audit Login Utility, as defined in this PWS.

• Assist with the initial installation and setup as defined in the approved Installation Guide. • Assist with the general setup as defined in the approved Configuration Guide to enable or disable auditing features and attributes. • Troubleshoot any errors received during the execution or retrieval of the audited data as defined in the Configuration Guide. • Troubleshoot issues with connecting to the designated Sybase server where Audit Logging has been deployed.

8. Develop and maintain the Script-Aid Utility for the SPS user community to access and run common scripts to diagnose and resolve issues. This support includes:

• Developing new versions of the Script-Aid Utility with each new major release of the SPS product suite. • For non-major updates to the SPS software, conducting a thorough test that ensures the Script-Aid Utility and all Scripts work and do not work against updates associated with the product release. • Developing and Maintaining the Script-Aid Utility to coincide with all software versions associated with the development and publication of the associated SPS software releases. • Developing all new versions of the Script-Aid Utility in-line with requirements outlined for the associate SPS product release. • With each new release of the Script-Aid Utility, assessing capabilities that will continue to promote self-service in a secure manner. • Delivering all new versions of the Script-Aid Utility and associated release notes in the same timeline as the delivery of the SPS software suite.

SPS Help Desk Agreement

• Working with the Government Test Facility to address all questions and problems they have with the new version of the Script-Aid Utility in-line with product SAT schedule. • Working with the individual services to assess request they have for modifications to the Script-Aid Utility and work with the SPS JPMO for approval before modifications are implemented. • Developing and distributing surveys to the user community to analyze the wants/needs and likes/dislikes of the different services on the Script-Aid tool. • Solicitingfeedback from the SPS User Community on the Script-Aid Utility and develop scripts to reduce resolution times on common errors/issues.

9. Diagnose and provide resolutions for issues that may have resulted from a software upgrade including a maintenance release or service release for PD² and the PD² Adapter. Support will also include issues that may have resulted from the installation of the PD²Adapter.

10. Develop and distribute scripts or utilities, when required/appropriate, that mitigate the effects of software defects in advance of the software release that corrects the defect. “Defects” are defined as software functionality that does not comply with a specific requirement. These scripts will be available for download on the PD² Software Library, when appropriate. This does not include support to develop or distribute scripts that violate DoD policies.

11. Diagnose and provide resolutions for errors resulting from the execution of supported Third Party Software products as defined herein.

• Diagnose and provide resolutions for Sybase errors relating to the use of PD² and the PD² Adapter.

• Diagnose and provide resolutions for webMethods issues relating to the use of PD² and the PD² Adapter. webMethods is comprised of the following components: the Administrator, Trading Networks/My webMethods Server, the Message Broker, and the Developer. Trading Networks/My webMethods Server will only be supported if the Trading Networks/My webMethods Server Database is installed on a Sybase ASE server. Support shall not include the use of webMethods Developer.

12. Diagnose and provide resolution for errors produced by the Sybase Structured Query Language (SQL) and backup server that is being used to execute PD² and the PD² Adapter. These errors include, but are not limited to errors found in the Sybase error log as well as errors that affect the proper functioning of the Sybase Server, PD² and the PD² Adapter. Examples of these types of errors are: Error 1105 – Increasing Database; Error 50 – Audit has been missed; Error 926 – Database marked suspect.

13. Provide support for Software defects and enhancement requests.

• Record software and documentation defects and enhancement requests in the software defect/software enhancement tracking system.

• Test and evaluate each reported software or documentation issue to validate the issue.

SPS Help Desk Agreement

• Provide an SPS Help Desk point of contact for the SPS JPMO to answer SPS JPMO questions on defects or enhancements recorded in the software defect/software enhancement tracking system.

• Provide the SPS JPMO designated POC all applicable information in order for the defects/software enhancements to be entered into the SPS JPMO tracking tool.

14. Diagnose and provide resolutions for issues related to the FPDS Engine.

• Investigate issues related to inappropriate data or missing data reported by an SPS Authorized Caller to determine if it’s an issue with PD² issue or the FPDS Engine. If it is determined the issue is not with PD² or with the FPDS Engine, the Service Request will be escalated to the appropriate CST to further investigate. If the issue appears to be with FPDS-NG the SPS Help Desk will close the Service Request, notify the SPS Authorized Caller that the issue is an FPDS-NG issue and advise them to contact the FPDS-NG Help Desk. The SPS Help Desk will not be responsible for engaging the FPDS-NG Help Desk on any issues sites are experiencing with FPDS-NG.

• Investigate issues related to metadata missing upon the creation of a CAR. If the issue is a result of changes to the FPDS-NG implementation by the FPDS-NG contractor, the SPS Help Desk will not be responsible for reporting the issue to the FPDS-NG Help Desk and tracking its progress and resolution. The SPS Help Desk will close the Service Request, notify the SPS Authorized Caller that the issue is an FPDS-NG issue and advise them to contact the FPDS-NG Help Desk.

• Diagnose and provide support to the SPS user community with upgrades to the FPDS Engine within the supported SPS support solutions.

15. Diagnose and provide support for issues related to the SAM vendor sync capability within the PD² product. The SPS Help Desk will troubleshoot to determine if the reported issue is with PD². If the issue is determined to be a SAM issue, the SPS Authorized Caller will be directed to the appropriate SAM support entity.

16. The SPS Level 2/3 Help Desk will provide manipulative and diagnostic scripts to resolve SPS Authorized Caller issues. All manipulative scripts will follow the SPS JPMO approved script approval process. Requests for manipulative scripts that will affect functionality of an SPS JPMO accepted requirement will be escalated utilizing the SPS JPMO approved escalation process for SPS JPMO review and approval.

17. Diagnose and provide resolutions for issues relating to the Document Transfer Utility (DTU). Support will include issues experienced with installing and configuring the DTU, issues connecting to the required databases when standard configuration is present and application errors when running the DTU. Support for the DTU will not include performance issues and connectivity issues relating to the site's internal network infrastructure, the number of documents/length of document chain or if the originating and the receiving databases are not on compatible versions of the PD² database.

SPS Help Desk Agreement

18. Diagnose and provide resolutions for issues relating the PD² Archiving Utility. Support will include troubleshooting issues installing and configuring the utility, issues experienced connecting to the required databases and application errors when running the utility. Support for the PD² Archiving Utility will not include connectivity issues relating to the site’s internal network infrastructure and performance issues.

3.6 Additional Procedures When resolving issues related to software defects, whenever possible, the SPS Help Desk will provide a workaround solution to mitigate the effects of the software defect. Additionally, the SPS Help Desk will log the details of the defect into the defect tracking tool and will forward the details of the defect to the SPS JPMO. Service Requests will not remain open pending the correction of the defect since the decision to correct the defect is dependent on SPS JPMO approval. Any instances where an SPS Authorized Caller is resisting the closing of an issue pending correction of a defect will be referred to the appropriate Component Desk Officer or Government Representative and the issue will then be closed by the SPS Help Desk.

When the specific nature of the SPS Help Desk issue cannot be duplicated, the SPS Authorized Caller will be prepared to provide the SPS Help Desk with appropriate access to the site’s database, which mimics the operational database at the site, either through access to the site’s database, or through a simulation of the site’s database at the SPS Help Desk’s facility (i.e., receipt of the site’s database at the SPS Help Desk’s facilities). The SPS Help Desk will make every effort to troubleshoot the issue before requesting such access. The SPS Help Desk will use such access only for the purposes of tasks within the SPS Help Desk Agreement and will comply with the site and/or organizational specific security and confidentiality procedures. Failure by the site to provide the SPS Help Desk access will result in closure of the issue. Once the SPS Authorized Caller has made arrangements for the SPS Help Desk to access the database, the SPS Authorized Caller may contact the SPS Help Desk and open a new Service Request that contains a reference to the previous issue.

The SPS Level 2/3 Help Desk develops and provides scripts as solutions to SPS Authorized Caller issues. Scripts developed by the SPS Level 2/3 Help Desk or other internal SPS teams undergo testing and receive agreed upon approval from the other teams supporting the SPS Program. Additionally, the SPS Level 2/3 Help Desk maintains configuration management control for all scripts developed by the SPS Level 2/3 Help Desk or another internal SPS teams. Any script developed by the SPS Level 2/3 Help Desk or another internal SPS team is referred to as an authorized script and includes both scripts that are intended as diagnostic scripts only and scripts that manipulate data in Government Sites' databases. Scripts developed by anyone other than CACI personnel are considered unauthorized scripts. The SPS Level 2/3 Help Desk does not provide support for issues resulting from Government Site personnel executing unauthorized scripts.

Running manipulative scripts against a production database that were not distributed to an SPS Authorized Caller by the SPS Level 2/3 Help Desk personnel can cause harm to data. This includes the reuse of past scripts given to SPS Authorized Callers by SPS Level 2/3 Help Desk personnel for one time use only to resolve a specific issue or sending those scripts to other sites. System Administrators can run diagnostic scripts on their database. However, they are

SPS Help Desk Agreement

recommended to use caution as some diagnostic scripts can easily be altered to hinder database performance or manipulate data. Furthermore, running unauthorized scripts on the database can hinder the troubleshooting process as SPS Level 2/3 Help Desk analysts may have a challenging time determining what scripts have been run on a Government Site’s database. Should the SPS Level 2/3 Help Desk discover a reported issue was the result of the execution of an unauthorized script, SPS Level 2/3 Help Desk support for the issue will cease. Continued resolution for the issue must be resourced separately from the SPS Level 2/3 Help Desk.

The SPS Help Desk support assumes each Government Site operates in a stable and controlled technical infrastructure using technical infrastructure components that have been tested and accepted under Component organizational guidelines prior to deployment and installation at Government Sites. Government Sites must provide and maintain the requisite technical infrastructure required to operate PD² and the PD² Adapter. 4 Monthly Reporting The SPS Level 2/3 Help Desk will provide the SPS JPMO a monthly report by close of business on the fifth business day of each month (or next business day if it falls on a weekend or holiday) that will include the status of all issues opened and closed for all SPS Authorized Caller requests for help desk support documented by both the SPS Level 1 Call Center and the SPS Level 2/3 Help Desk. The information will be delivered to the SPS JPMO in the following files:

1. MONTH YEAR SPS Help Desk Monthly Report.doc – This report will include the following information for the given month:

a. Help Desk Activity Metrics - Summary information on the number of Service Requests the SPS Help Desk opened and closed b. Aging of Closed Issues– Statistics on the time taken to close Service Requests c. Aging of Open Issues – Statistics on the length of time unresolved Service Requests have been open with the SPS Help Desk (‘Total Age’ is the length of time the Service Requests have been open with the SPS Help Desk; ‘In Process’ time is the length of time that the SPS Help Desk worked on the Service Requests). d. Help Desk Downtime –Information on any downtime for the SPS Help Desk e. SPS Open Issues by Service – Statistics on the number of Service Requests opened by Service f. Monthly Help Desk Statistics – Summary statistics on average call processing and issue processing information. The report is created using a combination of data, including issues supported by the SPS Help Desk and the CSTs. These statistics include: • Total Call Volume for the given month • Total number of emails received • Abandonment Rate for incoming calls to the SPS Help Desk • Highest daily call volume for incoming calls • Average Speed of Answer (ASA) for incoming calls • Total issues opened

SPS Help Desk Agreement

• Total issues closed • Percentage of issues supported by the SPS Help Desk • Response Rate – The time it takes for an SPS Authorized Caller to be contacted by the first SPS Help Desk analyst who troubleshoots the issue • Resolution Rate – The time required by the SPS Help Desk analyst to identify a correct resolution to an SPS Authorized Caller’s issues, less any time the SPS Help Desk is awaiting a response from the Authorized Caller • The number of Script-Aid security codes provided for the month • New SCRs opened by the SPS Help Desk

2. MONTH YEAR Response Metrics.xls - Response time is defined as the time it takes for an SPS Authorized Caller to be contacted by the first SPS Help Desk analyst who attempts to troubleshoot the issue.

3. MONTH YEAR Resolution Metrics.xls - Resolution time is defined as the time required by the SPS Help Desk to communicate a correct resolution to an issue, less any time the SPS Help Desk is awaiting a response from the SPS Authorized Caller. Data is separated by severity level.

4. MONTH YEAR Aging of Open Issues over 20 days Old.xls – Details all SPS Help Desk Service Requests that have been open for 20 calendar days or longer. The spreadsheet includes ‘Total Age’ and ‘In Process’ time for the Service Requests.

5. MONTH YEAR Script-Aid Security Code Issues Opened.xls – Provides detailed information on all issues that were reported into the SPS Help Desk, for which a Script-Aid Security Code was issued for resolution.

6. Performance Requirements Summary (PRS) Report MONTH YEAR.doc. - This report summarizes the requirements into performance-based objectives that relate directly to mission essential items. The performance standard and performance metric describes the minimum acceptable levels of service required for each task. These requirement standards are critical to mission success.

7. MONTH YEAR SPS Help Desk Metrics.xls (Appendix A) – Provides detailed information and status of Service Requests opened with the SPS Help Desk. The information provided is outlined in Figure 4-1. The file will contain the following worksheets:

• All SRs Currently Open – All issues that are currently open at the SPS Help Desk on the date the data was extracted. Includes data on all issues supported by the SPS Help Desk and the CSTs. • All SRs Opened – All issues that were opened with the SPS Help Desk for a given month. Includes data on all issues supported by the SPS Help Desk and the CSTs. • All SRs Closed – All issues that were closed by the SPS Help Desk and CSTs for a given month.

SPS Help Desk Agreement

• Enhancement Requests and System Defects – All issues supported by the SPS Help Desk and the CSTs that pertain to enhancement requests or were caused by a software defect. Figure 4-1 Data Included in the “MONTH YEAR SPS Help Desk Metrics.xls”

Field Name Description SR Number Service Request (SR) number is a unique number used to identify and track issues. Component Component organization reporting the issue. Date Opened Date and time the Service Request was opened. Date Closed Date and time the Service Request was closed. Date Resolved Date and time a resolution was provided to the SPS Authorized Caller. Severity A single digit code that assigns the severity of a reported Service Request. See Figure 1-1 for the severity level definitions. Abstract A brief synopsis of the SPS Authorized Caller’s request for service. DODAAC DoD Activity Address Code (DODAAC). It is a six-character, alphanumeric code that uniquely identifies each Active, Reserve, National Guard unit of the Armed Forces and other Defense activities. Account Name of the site opening the Service Request. Product Software product and version (e.g., PD² v4.2) to which a Service Request applies. Service Release Software service release the site is on for the software product version being worked on in the Service Request. General A category used to classify a Service Request into a specific type. Subject Further category classification for a given Service Request. Area Further category classification for a given Service Request. Status Identifies the status of a Service Request. Valid status values are one of the following: • Open: Service Request is open • Closed: Service Request is closed • Cancelled: Service Request was opened in error and then cancelled Sub-Status Classification used to describe the status of a Service Request. Valid sub-status values are one of the following: • Awaiting Response: Indicates the SPS Help Desk is awaiting information from the SPS Authorized Caller. This sub-status is used as soon as an SPS Authorized Caller has been asked for information and will remains until the SPS Help Desk hears back from the SPS Authorized Caller or receives the requested information. • Follow-Up: Indicates the SPS Authorized Caller has been given a specific close out date that the Service Request will be closed if no further action is taken by the SPS Authorized Caller. • In Process: Indicates the SPS Help Desk is working the issue. • New: Indicates the Service Request is waiting to be assigned to an analyst to work. • Resolved: Indicates the SPS Help Desk has provided the SPS Authorized Caller with a resolution and the SPS Authorized Caller has verified the resolution solved the problem. • Resolved Pending: Indicates the SPS Help Desk has provided the SPS Authorized Caller with a suggested resolution. • Suspend: Indicates the SPS Authorized Caller is going to be out of the office for more than 48 hours (but no more than 5 days) and therefore unable to work on the Service Request.

SPS Help Desk Agreement

Funded by An indicator that identifies how support for the Service Request is funded (i.e., SPS Help Desk or JPMO CST funded). Owner Group Identifies which group or component organization is working on the Service Request. Source Identifies the source of the request. Source options are fax, email, phone or web. Software Defect Identifies the unique number to record and track software defects. Tracking # Problem The detailed description of the SPS Authorized Caller’s request for support. Description Resolution The resolution provided by the SPS Help Desk to resolve the SPS Authorized Caller’s issue Extended Optional additional resolution text provided to resolve the SPS Authorized Caller’s Service Request. Resolution The SPS Help Desk must meet certain target percentages (detailed in Figure 4-2) for average response and average resolution times for issues reported to the SPS Help Desk. Figure 4-2 SPS Help Desk Metrics

SPS Help Desk Metrics Target Percentage Time Frame Monthly Average Response Times Severity 1 Issues 50% 4 hours 100% 8 hours Severity 2 Issues 50% 4 hours 100% 8 hours Severity 3 Issues 50% 36 hours 100% 96 hours Monthly Average Resolution Times Severity 1 Issues 75% 24 hours 100% 60 hours Severity 2 Issues 50% 48 hours 100% 96 hours Severity 3 Issues 50% 5 weeks 100% 10 weeks Definitions/Additional Information -Response time: Amount of time it takes for an SPS Authorized Caller to be contacted by the first SPS Help Desk analyst who attempts to troubleshoot the issue. -Resolution time: Amount of time required by the SPS Help Desk analyst to identify a correct solution to an SPS Authorized Caller's issue, less any time the SPS Help Desk is awaiting a response from the SPS Authorized Caller. -There are no metrics associated with Severity 4 issues. -Metrics will exclude time the SPS Help Desk is awaiting information from the SPS Authorized Caller or a Third-Party vendor in order to resolve the issue. -Metrics that the SPS Help Desk is accountable for assumes normal SPS Help Desk working conditions. Metrics will exclude any loss of service that results from Acts of God, such as weather-related issues or other environmental catastrophes outside of the SPS Help Desk’s control.

SPS Help Desk Agreement

5 SPS Knowledge Base The SPS Level 2/3 Help Desk will provide a web-based knowledge base (SPS KB) that will include product information, information on software versions and upgrades, downloadable maintenance and service releases for supported SPS products, on-line security code generations, user and installation documentation, troubleshooting and system administration documentation, downloadable scripts and utilities, and procurement regulations and clauses. Additional information will be made available on the SPS KB as agreed upon by the SPS JPMO and the SPS Level 2/3 Help Desk. The SPS KB will provide information appropriate to the public that is posted on an open website, however, product specific information and all downloadable products and support information will be posted and maintained in a secure portal accessible to registered SPS Authorized Callers. A comprehensive list of Frequently Asked Questions (FAQs) designed to assist the SPS user community with solving problems without the assistance from the SPS Level 2/3 Help Desk are available both to the public and through the secure portal depending upon the information contained in the FAQ. The SPS Level 2/3 Help Desk will provide the following support as it relates to the SPS KB: 1. Maintain the existing SPS websites (defined as the SPS KB) using it as a baseline for the web support capabilities, format, and content, as the above websites exist as of the termination of the previous contract. This requirement applies to the websites found at the following URLs: http://sps.caci.com/, http://kb.caci.com/.

2. Provide for the capability to capture and compile information and materials pertaining to SPS Help Desk supported applications as defined in the SPS Help Desk Agreement. This capability will be a web-based repository of documented solutions to problems associated with the SPS Help Desk supported applications. Examples of the implementation of this support include the posting of Call Records, FAQs, technical papers and other related information.

3. Post Call Records on the SPS KB. Call Records consist of specific data taken from appropriate issues resolved by the SPS Help Desk. This will be a representation of issues reported to the SPS Help Desk. Unique site identification information will be removed from the Call Record before being posted to SPS KB. This data can be accessed by initiating a keyword search or by going to the specific Call Records section of the website.

4. Post detailed FAQs on the SPS KB. FAQs provide answers to commonly asked questions and provide tips on the use of the SPS software suite. This data can be accessed by initiating a keyword search or by going to the specific FAQ section of the website.

5. Provide the capability to receive informal comments and questions from individual users and provide direct feedback/answers to the individual user who originated the comments/questions. Appropriate questions/answers will be tied into the SPS KB FAQ capability. Users submitting questions that are deemed more appropriate for the initiation of an SPS Help Desk Service Request will be advised accordingly.

SPS Help Desk Agreement

6. Maintain the product Downloads section on the SPS KB, which provides SPS Authorized Callers access to PD², PD² Adapter, SPS Standard Legacy Integrations and FPDS Engine service releases, miscellaneous utilities and underlying data updates such as clause or regulation updates. Additionally, the Downloads section provides access to other software and documents that help SPS Authorized Callers in more efficient operation of the software at their sites.

7. Provide a real-time, on-line, issue status check for Service Requests that are reported to the SPS Help Desk. Service Requests can be viewed by the Service Request number or by a site’s DODAAC. Viewing issues by DODAAC will show all open Service Requests and Service Requests that have been closed within the previous three (3) months.

8. Provide a web-based issue generation tool to allow SPS Authorized Callers to submit issues to the SPS Help Desk through the SPS KB. Upon submission, a Service Request number associated with the issue will be e-mailed to the SPS Authorized Caller to be used for future reference and for status updates.

9. Provide technical and functional support for the SPS websites, including introduction of enhancements to further improve the ease of use and access to useful operational information.

10. Provide the capability for SPS Authorized Callers and others (as appropriate) to receive user accounts on CACI’s File Delivery System (CFDS) server and receive, via CFDS download, the following software: Services Releases for PD², the FPDS Engine, the PD² Adapter, SPS Standard Legacy Integrations, the Clause Database Installer, and the updates to the PD² Software Reference Library (FAR and DFARS regulations). The software packages mentioned above are to be duplicates of the packages also available via the Downloads tab on the SPS website.

11. Provide a forum on the SPS websites for posting appropriate documents, notices, memos, newsletters or other similar documentation in its final form.

12. Provide the capability for users, administrators, and others (as appropriate) to register for appropriate sponsored events and receive automated confirmation of registration status.

13. Post monthly statistics on the use of the SPS websites to the SPS KB.

14. Provide a sitemap for the SPS websites and SPS KB providing an overview of the navigational structure of the website.

15. Provide the SPS JPMO with a view into the CRM Tracking Tool that will allow them to independently search SPS Help Desk issues for trends and activity status.

16. Provide a section on the SPS KB, which will provide information, location, enumeration and descriptions of the available web support capabilities on the SPS websites to assist the SPS user community.

SPS Help Desk Agreement

17. Post updates to the procurement regulations and clauses that are part of the SPS software suite.

18. Provide clarification on instructions and troubleshooting of issues relating to efforts to download or access the software found in the Downloads tab located on the SPS KB. This support pertains to the following items that will be available for download:

• Maintenance releases for the PD², PD² Adapter, or SPS Standard Legacy Integrations when the software is distributed via the SPS KB • Service Releases for PD², the PD² Adapter, and SPS Standard Legacy Integrations • SPS Level 2/3 Help Desk/SPS Product Team/CST developed and approved (through the SPS JPMO approval process) scripts, the Script-Aid application and other utilities • Regulation and Clause Updates 6 Innovative Use of Technology and Communication To foster an attitude of self-help throughout the SPS user community, as well as to make the most efficient use of skilled SPS Level 2/3 Help Desk personnel, the SPS Level 2/3 Help Desk will demonstrate how the use of innovative technology and/or tools will promote self-service, improve the ability to respond to user issues, reduce cost, improve service and improve customer satisfaction. 1. The SPS Level 2/3 Help Desk will continue to use the implemented Interactive Voice Recognition (IVR) system that will provide the SPS Authorized Caller and Contingency user a set of options that will expedite issue resolution by routing the caller directly to the appropriate set of analysts to address the issue. As necessary, the IVR system will be enhanced to address more specific categories of issues enabling even faster issue resolution for these types of issues.

2. The SPS Level 2/3 Help Desk will continue to maintain and expand the Script-Aid Online Security Code Generator which allows Authorized Callers to generate security codes for scripts in Script-Aid without contacting the SPS Level 2/3 Help Desk thus promoting self- help within the SPS user community.

3. The SPS Level 2/3 Help Desk will maintain a Site Profile for each deployed SPS site and agency. Including the functionality to store, update, and submit hardware and software characteristics. Specific tasks include:

• Maintaining the secure web-based Site Profile on the SPS KB for each SPS site in order to provide the capability to enter and store site specific hardware and software information regarding their implementation of the SPS suite of software. This will include the capability to restrict access to personnel as designated by the individual services, aside from the established SPS JPMO Authorized Caller structure. Site Profile Utility will be integrated with and accessed from the SPS Knowledge Base website. • Providing support to designated Site Profile points of contact that are not considered SPS Authorized Callers to the SPS Help Desk.

SPS Help Desk Agreement

• Maintaining integration with ITSM tracking tool to existing SPS site and agency data to ensure relevant and accurate data is interfaced into the individual Site Profile. • Maintaining the Site Profile database to store and retrieve all site specific data in a structured and secure format. • Maintaining the capability to generate and extract site specific data from the Site Profile for data reporting purposes. May include periodic output of specific data elements to comply with software vendor audits; adhoc requests from SPS JPMO to capture current SPS landscape; requests from Component Services in accordance with governmental audits. 4. The SPS Level 2/3 Help Desk will communicate timely and relevant product and program information to the SPS user community via e-mail, an electronic forum, and/or other mediums. The SPS Level 2/3 Help Desk will utilize various formats to interact with and disseminate information to the SPS user community. The use of Bulletins, SPS Info-mails, SPS Chat Sessions, surveys, polls, the SPS suite of websites, and other outreach programs ensures that the SPS user community is informed of recent product developments, software acceptance and releases, and critical program news, while encouraging knowledge transfer and sharing. Communications sent to the SPS user community undergo a thorough review prior to distribution and are made available via the SPS websites after approval.

5. The SPS Level 2/3 Help Desk will perform the following tasks to achieve the communication objectives:

• Issue periodic Info-Mail and SPS Bulletins that highlight areas of particular or time- sensitive interest that will often include links back to an SPS KB entry on the SPS Info- Mail and SPS Bulletin topic. Info-Mails will be used to disseminate general information that is not critical in nature. SPS Bulletins will be reserved to highlight and communicate information that will have an impact on the use and operation of PD², the PD² Adapter, FPDS Engine or SPS Standard Legacy Integrations and should be distributed within 24 hours of identification of the need and the appropriate information that is to be included. Examples of such information are updates on new versions of the software and notification of regulation and clause updates. SPS Info-Mails and SPS Bulletins are intended to augment and complement other information sharing methods and are not meant to be the sole means of information sharing. SPS Info-Mail and SPS Bulletins will be sent to all users who have subscribed to receive this communication through the User Profiles Database found on the SPS KB. • Work collaboratively with teams providing support to the SPS user community (i.e., CSTs, etc.) to ensure the most effective, efficient and seamless support to the SPS user community. • Support customer conferences with presentations, demonstrations and question and answer sessions. • Support specialized or impromptu meetings as requested to foster outreach, which may include the SPS JPMO, component or DoD sponsored meetings. 5. As download instructions are included in the Downloads section of the SPS KB, the SPS Help Desk will not support detailed, step-by-step walk through of the download process or download instructions, including answers to ‘How to’ types of questions. This condition

SPS Help Desk Agreement

does not apply if there are no download instructions or if the instructions are not readily available (e.g., cannot be downloaded by the site, cannot be faxed to the site, or cannot be e- mailed to the site).

6. The SPS Level 2/3 Help Desk management team will continue to work with the SPS JPMO to keep them abreast of all new software discrepancies that are reported by the field by acting as a non-voting member of the Operational Requirements Committee (ORC). The SPS Level 2/3 Help Desk lead representative will be available for the SPS JPMO and ORC representatives to ask questions of reported enhancements and defects that are called into the SPS Level 2/3 Help Desk. All defects that are identified by the SPS Level 2/3 Help Desk will be communicated to the ORC and JPMO points of contact.

7. The SPS Level 2/3 Help Desk Project Manager will act as a liaison between the CSTs and the SPS JPMO to escalate critical and politically sensitive issues from the SPS user community by utilizing the established and approved escalation process.

8. The SPS Level 2/3 Help Desk Project Manager will work with the SPS JPMO to obtain available information regarding contingency efforts and sites. Processes and procedures are in place to ensure no contingency call gets turned away however; available information can assist preparation for missions where issues are coming from established sites that can not disclose that the current issue is tied to a mission. 7 Support Upgrades for Service/Maintenance Releases The SPS Level 2/3 Help Desk will work closely with the SPS JPMO to ensure documentation and SPS Implementation Packages are created and updated as necessary to support self- upgrades. The SPS Level 2/3 Help Desk will capture and maintain site profile information documented in the SPS Implementation packages. This information will be captured and stored in a manner that can be utilized in the future. The SPS Level 2/3 Help Desk will not review SPS Implementation packages for self-upgrades; SPS Services/ODAs will be responsible for reviewing and validating submitted SPS Implementation packages and providing a ‘green light’ status prior to the site performing a self-upgrade. The SPS Level 2/3 Help Desk will provide the following support related to Self-Upgrade planning and activities: • Coordinate and attend the weekly Deployment In Process Review (DIPR) meetings. • The Contractor will provide a pre-implementation package for each new major release of the SPS Product suite. The SPS JPMO will provide the pre-implementation package to the services to be used as guidelines to their Green-lighting process they utilize prior to deployment of major releases of the SPS Product suite when they required. • Sites will maintain a Site Profile on the SPS Knowledge Base of their “Green” lighted and will confirm the content in order for the contractor to provide access to the appropriate software. Once this information is updated by the sites with new information as a result of requesting software access or changes to hardware that require new license keys, the contractor will assess and engage the SPS JPMO to ensure compliance with their various software contracts.

SPS Help Desk Agreement

• The contractor will evaluate new data submitted by Sites with regard to an Implementation activity to ensure compliance with established version specific SPS- certified technical specifications (HW/SW), and hardware output as dictated in the SPS JPMO’s third-party agreements between SPS JPMO and software developer or supplier (SAP Sybase). The contractor shall analyze all site’s input to include operating system scripts and work with the site’s directly with to validate concerns or resubmissions. • The contractor will maintain and generate Sybase software licenses in accordance with requirements provided by the SPS JPMO. Once sites meet all requirements outlined on the SPS KB Site Profile for a specific version of the SPS Product suite or a Database Migration, the contractor will utilize the SAP provided interface to obtain and catalog Sybase licenses in order to provide site’s for their respective Implementation activity. • The contractor should oversee and manage all data submitted on the SPS KB Site Profile, requests for access, data-calls, inquiries related to the Site Profile or its functionality. The contractor will act as the liaison between Sites and the SPS JPMO regarding site’s implementation request to facilitate decisions with regard to license increases, new hardware, and new sites. The contractor will engage Service leadership as needed to address larger issues and to assist with closure of issues. • The contractor will continue to work with the SPS JPMO to expand upon requirements for the Site Profile review process as the program and technologies evolve. They will work with the SPS JPMO to modify their process as their software contracts change and provide input to the SPS JPMO that provides insight into necessary information that can assist in the management of the SPS

The SPS Help Desk will provide the following support for Self-Upgrades: • Provide assistance in answering ‘How to’ type questions relating to software upgrades including maintenance releases or service releases for PD², PD² Adapter or SPS Legacy Integrations if detailed instructions have not been previously provided or are not readily available (cannot be downloaded, faxed, or e-mailed to the SPS Authorized Caller). • Diagnose and provide resolutions for issues relating to SPS Authorized Callers’ efforts to install or upgrade PD² resulting from a PD² maintenance or service release. This support may include clarification of instructions and support for the SPS JPMO accepted installer software designed to install or upgrade PD². • Diagnose and provide resolutions for issues relating to SPS Authorized Callers’ efforts to install or upgrade the PD² Adapter resulting from a PD² Adapter maintenance or service release. This support may include clarification of instructions and support for the SPS JPMO accepted installer software designed to install or upgrade the PD² Adapter. • Provide support for issues relating to efforts to reinstall the SPS JPMO approved software on existing machines or to install the SPS JPMO approved software on new machines that are a replacement or additional machines for a site currently installed with SPS JPMO approved software. Support will include clarification on instructions and troubleshooting for issues relating to efforts to reinstall the SPS suite of products, Integrations, the PD2 Adapter, or supported third party software. This support assumes that the specified software is already operational at the site requesting the support. Specifically, this support includes but is not limited to the reinstallation of Sybase on the

SPS Help Desk Agreement

existing Sybase server, the reinstallation of Sybase on a replacement Sybase server, and the reinstallation of ASF server. This support also includes the reinstallation of PD2, the FPDS Engine and/or the PD2 Adapter for both a new installation and reinstallation. In the event the SPS Level 2/3 Help Desk is unable to make a concrete assessment of the cause of the issue, on-site support will be required. On-site support will be provided, under a separate contract, when determined to be necessary by a joint agreement of the SPS Level 2/3 Help Desk and the SPS JPMO COR. • The total number of sites per week will not exceed a total of two (2) sites performing self-upgrades. • The SPS Level 2/3 Help Desk will not provide support for on-site deployment activities as part of the SPS Level 2/3 Help Desk effort. The SPS Level 2/3 Help Desk will work directly with the services for on-site deployment activities.

SPS Help Desk Agreement

Attachment A – SPS Authorized Callers Users will be identified in two (2) separate classifications, contingency and non-contingency. Non-contingency sites will utilize the SPS Authorized Caller model. SPS Authorized Callers will contact the SPS Help Desk through toll-free phone numbers, web, e-mail, and fax line(s) to report issues. At a minimum, all SPS Help Desk analysts are required to meet the same training requirements as SPS Authorized Callers. To become an SPS Authorized Caller, users must follow the application process on the SPS KB. The SPS Authorized Caller allotment per site is outlined below:

Number of SPS users at Site Number of PD2 Authorized Callers 1 to 9 Users 1 + backup 10 to 99 Users 2 100 to 249 Users 3 250 to 499 Users 4 500 to 999 Users 6 1000 or more Users 8

In addition, each Government site that utilizes the PD2 Adapter may have one (1) primary and one (1) backup PD2 Adapter Authorized Caller.