Appendix C to DIR Contract No. DIR-TSO-3654
Pricing Index

NOTE: Services pricing and/or desktop/laptop pricing may change from what is listed in this Appendix C based on customer requirements and changes to desktop and laptop configurations as set forth below.

 

 

Provisioning Services

Bronze

Includes the following services:
* Document and inventory equipment received on-site
* Verify serial numbers and asset tags
* Organize units for deployment
* Install Equipment
* Record asset tracking information
* Remove all packaging materials
* Troubleshoot any problems

One Time Fee:  $75

Silver

Includes the following services:
* All services provided in Bronze
* Migrate data from legacy systems to customer's network or external storage device
* Move legacy system to predetermined location at the customer's site
* Perform DOD hard drive wipe of the legacy system
* Configure the computer based on customer specifications

One Time Fee:  $160

Gold

Includes the following services:
* All services provided in Bronze & Silver
* Desktop/Laptop/Tablet Imaging
* Asset Tagging
* Warehouse and Delivery Services

One Time Fee:  $190

 

 

 

Help Desk Services

Workstation

Bronze

Includes the following services:
* Coverage - 8x5, Monday - Friday
* Phone support w/remote assistance
* Workstation hardware issues - diagnostics and troubleshooting
* Scheduling and Dispatch for unresolvable remote issues (* if part of SLA)
* Standard Incident Reporting

$20/user/month

Silver

Includes the following services:
* All services provided in Bronze
* Workstation software issues - Operating System & Microsoft Office

$30/user/month

Gold

Includes the following services:
* All services provided in Bronze & Silver
* Workstation software issues - Common Mission Critical Business Applications (*Defined by SOW)

$50/user/month

Plus

Includes the following services:
* Add-on To Bronze, Silver or Gold Package
* Coverage - 24x7, 365 Days

Additional
$25/user/month

Custom

* Coverage for Applications defined by SOW (*may require training)

Negotiable

Server

Bronze

Includes the following services:
* Coverage - 8x5, Monday - Friday
* Phone support w/remote assistance
* Server hardware issues - diagnostics and troubleshooting
* Scheduling and Dispatch for unresolvable remote issues (* if part of SLA)
* Standard Incident Reporting

$75/server/month

Silver

Includes the following services:
* All services provided in Bronze
* Server software issues - Operating System
* Weekly Checkup & Operating System Preventative Maintenance / Updates

$150/server/month

Gold

Includes the following services:
* All services provided in Bronze & Silver
* Server software issues - Common Mission Critical Business Applications (*Defined by SOW)

$225/server/month

Plus

Includes the following services:
* Add-on To Bronze, Silver or Gold Package
* Coverage - 24x7, 365 Days

Additional
$100/server/month

Custom

* Coverage for Applications defined by SOW (*may require training)

Negotiable

 

 

On-Site Support and Moves/Adds/Changes (MACs) Services

Platinum
(Workstation Onsite Support)

Includes the following services:
* Add-on To Bronze, Silver or Gold Help Desk Workstation Package
* Provides for onsite support in the event that remote support cannot resolve an issue

$35/user/month

Platinum
(Server Onsite Support)

Includes the following services:
* Add-on To Bronze, Silver or Gold Help Desk Server Package
* Provides for onsite support in the event that remote support cannot resolve an issue

$125/server/month

Itemized Pricing for MAC Services

Equipment Relocation

Powering down, disconnecting, labeling, moving within the same physical building, connecting at new desk and verifying network connectivity.

$150/instance

Installation

Installation of upgrades or user designated modifications to network or end user equipment.  Includes unpacking and discard of packaging materials.

$150/instance

De-installation

Disconnecting hardware from user location, moving to designated area in physical location.

$100/instance

De-installation / Installation Combo

Performance of both De-Installation and Installation at the same physical location during a single visit.

$200/instance

Equipment Replacement - Internal

Disconnecting designated internal hardware and connecting replacement hardware, verify connectivity

$150/instance

Equipment Replacement - External

Disconnecting designated external hardware and connecting replacement hardware, verify connectivity

$215/instance

Time and Materials for MAC Services

Onsite service not covered by SLA

Desktop Technician

$150/hour

Systems Engineer

$175/hour

Network Engineer

$200/instance

Server Systems Engineer

$200/instance

On Premises Vendor Staffing

One technical resource that resides on-site at the customer's location.  8x5, M-F, Excluding Holidays

$20,000/month

After Hours / Holiday

Add-on fee for work performed outside of standard business hours (8-5, M-F, Excluding Holidays)

Additional
$50/hour

 

 

 

 

Remote Support Services

Remote services are included as part of the Bronze, Silver & Gold help desk services

 

 

Asset Tracking Services

Central Asset Management

Complete asset management system including software licensing, renewal dates, hardware warranty, hardware age, asset tag, physical location, network location, maintenance records.  Purchase of Bronze, Silver, Gold or Platinum help desk services required.

$3/device/month

 

 

Standard and Ad Hoc Reporting

Standard Reporting

Standard reporting is provided with any subscription to Bronze, Silver, Gold or Platinum help desk services.

Included

Custom Reporting

Custom reporting requirements that are outside the scope of standard reporting

$100/hour

 

 

Unwind/End of Engagement Services

De-Installation

Disconnecting hardware from user location, remove hard drive and erase data.

$150/instance

Hard Drive Removal

Remove hard drive from system and deliver to customer.

$125/instance

General Assistance

Services needed in the planning, coordination and execution of unwind activities.

$150/hour

 

 

Break-Fix Vendor Owned Equipment

Standard

Troubleshooting, maintenance, and on-site support for equipment not otherwise covered.

$150/hour

After Hours

After hours troubleshooting, maintenance, and on-site support for equipment not otherwise covered.

$200/hour

 

Management Services

Services provided in the course of providing Management Services.

Provisioning of Equipment

This category includes any information technology equipment that may be made commercially available within the current and future technology marketplace that addresses a business need of a Customer. Equipment includes, but is not limited to: desktops/workstations, notebooks/portables, mobility devices, end-user support servers, storage area networks, networking, software, and peripherals. Services shall include, but not be limited to: management of equipment procurement, equipment configuration management, and provisioning of equipment. Vendor must be capable of provisioning equipment using standard configurations developed by Customer. Vendor shall be responsible for bearing the cost of acquisition or lease costs that may be applicable in the procurement     process     and     for     IT equipment that may be required by a Customer.

Contract based.

Desktop Outsourcing Services

This category includes services related to desktop computers (or laptops acting in the role of desktops), desktop hosting servers, the underlying network infrastructure, the processes and the organization.

Desktop support services include:

> Deskside dispatch

> Hardware break/fix

> Installations, moves, adds and changes (IMAC)

> Remote server

> LAN/WAN (where applicable)

>  Shrink-wrapped  software  (dispatched efforts)

>    First-level    application    (dispatched efforts)

> Enterprise-specific (where required)

>  IT  asset  inventory  maintenance  and process controls

> Backup and recovery processes

> Patch management

> Output management

> Hardware standards establishment

> Service desk (often included)

Contract based.

Asset Tracking Services

Maintain a central asset management system to maintain tracking of Vendor owned equipment to include, but not be limited to: physical location, user, software licenses, maintenance records, and end of Agreement term dates. Information should be updated as necessary to account for IMAC, maintenance, and deskside support. The system should also be used for tracking any services that are provided on Customer owned equipment that may be applicable to a Supplemental Agreement.

Contract based.

 

 

 

Support Services

Services  provided  in  the  course  of providing Management Services.

Service Desk

Manage and supply a toll-free telephone number, email address, or web-based application for a Customer to report maintenance issues, trouble-tickets, and request other how-to assistance as necessary. Process must include a timely confirmation of receipt of all Customer reports and a resolution status of all service requests submitted.

IT service desk is defined as the provision of internal end-user support for all IT services and includes:

> Labor, facilities, systems, processes, management and connectivity for service desk support

> First-level and second-level support

> Problem categorization and logging

> Problem tracking and escalation

> Problem resolution

> Remote access and resolution

Contract based.

On Site Support  & Moves/Adds/Changes (MACs) Services

Provide day-to-day technical on-site support services, to include, but not be limited to: option of Vendor staff residing at a Customer location, assisting with complex problem identification, resolving complex issues which cannot be resolved by assistance of the help desk, installation of emergency hardware/software fixes, troubleshooting, physical relocation of equipment, continuing equipment modifications or upgrades, installation/de- installation, packing/unpacking of equipment, and swaps/replacement of equipment. Vendor should be capable of providing the services described for volume-based projects that affect several end-users as may be necessary throughout the term of a Customer’s Supplemental Agreement.

Contract based.

Remote Support Services

Manage and provide Vendor remote support to “take over” and support a piece of equipment from a centralized location by Vendor personnel. Vendor shall provide phone support to assist in resolution of problems from a location that is remote to the end-user Customer.

Contract based.

Standard  and  Ad  Hoc  Reporting  and Documentation

Produce various types of reports via online or hard copy as may be required by a Customer. These may include, but not be limited to: number of problems/calls logged, number of dispatch calls, and resolution time frames. Vendor shall allow a Customer’s authorized end-user to have electronic access to view and query Vendor’s standard reports.

Contract based.

Break/Fix/Maintenance Services

Manage support services, including bearing any cost, for all equipment owned and provided by the Vendor. This would include, but not be limited to: time and materials maintenance, troubleshooting, on-site support function, and upgrading of equipment as needed to provide any new technology features.

Contract based.

Unwind/End of Engagement Services

Manage the de-installation and packaging of Vendor provided equipment, to include but not be limited to: providing a plan to manage the unwind of the services, and removal of hard drives to be left with a Customer for destruction

Contract based.

 

 

 

Technology Services

Specific  applications  or  technology centered processes.

Mobility

This category defines mobility as the provision of internal end-user support for all mobile functionality.

The mobile services include:

> Labor, facilities, systems, processes, management and connectivity

> Managing mobile devices, including bring your own device (BYOD) to securely work with the customer’s network and base systems

> Managing mobile device connectivity service

> Problem categorization and logging

> Problem tracking and escalation

> Problem resolution

Contract based.

Hosted Virtual Desktop (HVD) Services

HVD service that can access applications from a centralized server, combined with a lower-cost desktop solution as the thin client.

Contract based.

Network Management Services

Manage and provide services for network related issues, to include, but not be limited to: connectivity troubleshooting, eliminating bottlenecks, and monitoring. For DIR eligible telecom Customers, telecommunications connectivity services will be achieved through the DIR consolidated telecommunications system, TEX-AN.

Contract based.

Software Services

Manage services for software to include, but    not    be    limited    to:    software configuration     management,     patches,

automated distribution, imaging creation,

 and imaging implementations

Contract based.

Security Services

 

Manage security services as applicable to the equipment as described within Item 1, Provisioning of Equipment and Procurement Services, that may be provided. To include, but not be limited to: firewalls, passwords, and data protection, equipment shipped in a default secure configuration, and option to keep a hard drive is required within the applicable equipment configuration. DIR reserves the right to promulgate standards in relation to security services and such standards will be discussed with vendors selected for negotiation.

 

Contract based.