Apache ActiveMQ Escalation Support Services

Requirement

The Contractor shall provide an assigned Technical Account Manager (TAM) and a dedicated toll-free number to address critical issues pertaining to Apache ActiveMQ. The Contractor shall provide an online electronic method of opening, viewing, updating and closing service requests. The Enterprise Service Desk shall be provided on a 24/7/365 basis. Service requests submitted by CBP personnel shall be prioritized above service requests of the same severity level submitted by Premier Support customers. The Contractor shall provide consulting experts to be available as needed for Severity 1 urgent mission critical issues with a response time of no more than 30 minutes. Non mission critical Severity 1 urgent issues with a response time of no more than 2 hours. Severity 2 (high) issues will have a response of no more than 4 hours. Severity 3 (normal) issues will have a response time of no more than 8 hours. Severity 4 (low) issues will have a response time of next business day. CBP will determine the severity level of the service requests. This report shall contain the following information: • A cover letter with the Contractor’s name and address, the contract number, the date of the report, name and telephone number of the preparer of the report; and the period covered by the report; • List of opened, closed and active SRs, including their severity level and how long it took to resolve the SR. • Issues and Risks areas and recommendations for resolution; • Results related to previously identified problem areas with conclusions and recommendations; the Contractor shall provide 20 hours of live online training in 4 hour blocks, for the base year and each of the 4 option years, with scheduling and subject matter agreed upon jointly by CBP and vendor subject matter experts. Training is to be scheduled and delivered between the contract start and end dates. Acquisition Strategy: This requirement will be solicited competitively as a 100% Small Business set-aside using the General Services Administration (GSA) Multiple Award Schedule (MAS).