ChangeGear Software Maintenance and Support

Background
The Defense Contract Management Agency (DCMA) is seeking to provide maintenance support and upgrades for its SunView ChangeGear licenses, which are essential for managing IT Service Management (ITSM) functions, including helpdesk ticketing and configuration management.

This contract action will utilize current year O&M funds and aims to ensure continuity of service while transitioning to a DISA hosted ticketing system as part of the 4th Estate IT reforms.

Work Details
The contract includes the following services:
(1) Maintenance of software components and version/patch updates to ensure compliance with security directives;
(2) Technical support in case of software failure that affects its intended use as a ticketing system.

Specific deliverables include:
- Subscription for 12 months of unlimited break/fix technical support, access to the MySun View portal, and an assigned non-technical Account Manager.
- Upgrade assistance to migrate to version 8.5, including remote support for moving to the current production version.
- Professional services available for data migration, customizations, testing during upgrades.

Period of Performance
Base Year: September 1, 2024 – August 31, 2025; Option Year One: September 1, 2025 – August 31, 2026; Option Year Two: September 1, 2026 – August 31, 2027.

Place of Performance
Fort Gregg-Adams, Virginia.