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Apache ActiveMQ Escalation Support Services

Active
Federal

Contract Overview

Solicitation details, issuing organization, response deadlines, documents, and interested companies for this government contract opportunity.

AI Contract Overview

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The Contractor is required to deliver comprehensive escalation support services for Apache ActiveMQ, including a dedicated Technical Account Manager and a 24/7/365 Enterprise Service Desk with a toll-free number for critical issue resolution. Service requests must be managed through an electronic system allowing full lifecycle tracking, with CBP personnel receiving priority over Premier Support customers at the same severity level. Response times are strictly defined: 30 minutes for mission-critical Severity 1 issues, 2 hours for non-mission-critical Severity 1, 4 hours for Severity 2, 8 hours for Severity 3, and the next business day for Severity 4, with CBP determining the severity classification of each request. Consulting experts must be available on-demand for urgent situations to ensure minimal disruption to operations. The Contractor must submit regular reports detailing opened, closed, and active service requests along with resolution times, identified issues and risks with mitigation recommendations, and outcomes from prior problem areas with updated conclusions. Additionally, the Contractor is obligated to provide 20 hours of live online training annually—delivered in four-hour blocks—during the base year and each of the four option years, with scheduling and content coordinated jointly by CBP and vendor subject matter experts. The acquisition is structured as a 100% Small Business set-aside under the GSA Multiple Award Schedule, with the North American Industry Classification System code 541519, and is managed by the U.S. Customs and Border Protection under the Department of Homeland Security, with specific points of contact designated for technical, administrative, and small business outreach.

General Info

Contractor provides 24/7 Apache ActiveMQ support with priority CBP escalation, defined response times, training, and reporting under Small Business set-aside.

Agency

Department of Homeland Security → Customs And Border ProtectionView Agency

NAICS

541519 - Other Computer Related ServicesView NAICS

Place of Performance

Not specified

Set-Aside

SBA

Documents

(0)

No documents available

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Timeline

Posted

forecast

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Organization & Contact Information

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AgencyDepartment of Homeland Security → Customs And Border Protection
Contacts3 people available
OfficeN/A
Organization / Agency
Department of Homeland Security → Customs And Border Protection
View Agency Profile
Office AddressN/A
Contacts
Gregory Baker
contact@example.gov
+1 (555) 000-0000
Makayla Bailey
contact@example.gov
+1 (555) 000-0000
David HarrodSmall Business Specialist/APFS Coordinator
contact@example.gov
+1 (555) 000-0000

Full Description

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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).

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