eCRB Hosting, Licensing, Operation and Maintenance

eCRB Filing/Management Hosting and Maintenance Services C.1. OVERVIEW / BACKGROUND. The Library of Congress (Library) requires contract support to provide operations and maintenance to the Copyright Royalty Board (CRB) electronic filing/case management system that was constructed and completed in 2016 under LCCOP16C0032. This support will be for the electronic submission, dissemination, long-term management, tracking and reporting of motions, briefs, exhibits, comments and other user-generated litigation or regulatory documents, and orders, determinations and other documents generated by the Copyright Royalty Judges (Judges). The CRB is an administrative tribunal, located within the Library that adjudicates disputes concerning royalty rates and distributions of royalty fees under several provisions of the Copyright Act. It consists of Judges, staff attorneys, and a program assistant. In many respects, the CRB functions like a court of law. At any given time, the CRB has multiple active “proceedings,” which are similar to court cases. Each proceeding has multiple parties—individuals or entities outside the Library—that are generally (though not universally) represented by attorneys. The parties frequently file documents with the CRB that require action by the Judges in the form of written Orders. The CRB holds hearings, at which the parties offer numerous documents as evidence to supplement oral testimony of witnesses (which is transcribed by an outside contractor). At the end of the proceeding, the Judges render a “determination” (the equivalent of a court’s decision) that is reviewed by the Register of Copyrights, signed by the Librarian, and published in the Federal Register. C.2. SCOPE The contractor shall provide hosting, licensing, operation and maintenance for the electronic filing/case management system (eCRB) to handle documents filed with or generated by the CRB. The contractor shall train Library personnel in using and administering the system and provide customer support to internal and external users. C.3. REQUIREMENTS C.3.1 Hosting and Licensing Services The contractor shall provide cloud hosting of the eCRB system with security and all software modules. The contractor shall provide all applicable application-based licensing for the eCRB system including Accusoft. The contractor shall provide a unique and password protected credential with "two factor identification" for the staff login. The contractor shall integrate Login.gov single sign on functionality into the eCRB system. The eCRB system shall include NIST controls that are designated for systems having the moderate security categorization as well as adhere to all the Library’s Information Technology Security Directive 5-410.1: Information Technology Security Policy and any other Library IT Security requirements. The system is expected to be classified at the Moderate level. C.3.2 Operation and Maintenance The contractor shall provide on-going Operation and Maintenance Support (O&M) for the eCRB filing/management system website. O&M support may consist of an average of four (4) technical inquiries requested per month and quarterly content updates to the eCRB system. The contractor -- 1 of 4 -- shall provide minimum service levels for O&M to include routine maintenance, bug fixes, and patches to correct programming errors, address security updates, and maintain capability and performance levels. The contractor shall provide maintenance via ad hoc telephone and/or email support to include any advisory assistance. All application, system errors, issues, and bugs identified by users will be reported. The contractor shall provide O&M support for work stoppage and work degradation. C.3.2.1 External Systems The contractor shall install updates from external systems eCRB utilizes, such as Login.gov, Adaptive, and Accusoft. The contractor shall provide testing for related security patches and vendor updates. If the Library requires configuration updates or migration to replacement systems, the contractor shall provide the updates or migration services. C.3.3 Customer Support to internal and external users of the eCRB system Support shall be provided as ad hoc telephone and/or email communication that address inquiries to cover any troubleshooting, web application error resolution, performance issue resolution, security issue resolution, disaster recovery items. Problem resolution may coincide with the updates to the eCRB content. The customer support may include the following: • Service Requests • Processes • Project Support Tasks • Non-Routine Tasks C.3.4 Remediate Software Vulnerabilities The contractor shall remediate software vulnerabilities in accordance with the minimum response and resolution times listed in the Service Request Priority Response matrix below. Priority Significance Response Time Resolution Time P1 Critical 15 minutes 4 hours P2 High 30 minutes 1 day P3 Standard 4 hours 5 days P4 Low 1day 10 days P5 Routine Process 1 day 30 days P6 Non-Routine Tasks 1 day 3 months C.3.5 Service Level Agreements Implementation of the following Service Level Agreements (SLAs) to include monthly performance and reliability data consistent with SLA measurement requirements reported to the Contracting Officer Representative (COR) no later than seven (7) days from the end of each month. The Contractor shall meet the Excellent Quality Level for each SLA. In the event the Contractor misses the Excellent Quality Level for a month then they shall provide the COR with a corrective action plan to address the issue. In the event the Contractor is rated as unsatisfactory for any SLA then the Contractor shall reduce the O&M monthly invoice by the weighting amount in the Monitoring Method column below. In the event the Contractor shall be rated as unsatisfactory for multiple SLAs within the same month then the weighting percentage shall be cumulative (Ex: Having an unsatisfactory rating for two SLAs in the sam…