Task 1 - Engineer Support: The contractor shall
- Collaborate with the HashiCorp RSA and/or the SE assigned to the government account on the roadmap and technical execution plans (“Plan(s)”) regarding implementation of Solutions, including endorsed integrations with Solutions.
- Execute the Plan created by the RSA or SE and work in conjunction with the Customer.
- Assistance, which includes using HashiCorp methodologies for the creation of Customer specific support documentation, runbooks, and other playbooks related to the integration(s), in configuration of Solutions and endorsed third-party integrations.
- If applicable, assist in applying software patches and upgrades for Solutions in NonProduction Environment.
Task 2 - RSE Engagement Exclusions - The following items are excluded from the RSE Engagement:
- Any implementation in or modifications to Customer production environments.
- Non-HashiCorp Solutions.
- HashiCorp Academy.
- Services outside of the Business Day.
- Creation, delivery or support of custom-built modules or extensions for any Solutions.
- Extensions or integrations not delivered with Solutions.
- Project management of Customer resources, teams, and/or other 3rd party resources.
SKILL REQUIREMENTS:
The RSE shall possess expertise in site reliability engineering, in the use of authorized HashiCorp solutions. The RSE is required to provide support services in accordance with HashiCorp’s guidelines and requirements, consulting with the customer on the deployment, management, and integration of HashiCorp Solutions as part pf the RSE Engagement. The RSE shall work closely with the SE or RSA throughout the engagement to ensure compliance with HashiCorp standards.
PERFORMANCE REQUIREMENTS, STANDARD AND SURVEILLANCE:
Performance requirements include the Desired Outcomes and Require Services are defined by the Government. As defined in the Quality Assurance Surveillance Plan (QASP) the desired outcomes as successfully completing all tasks and support as indicated in the QASP. This aligns the Contractor’s objectives with the Government objectives, which are to successfully complete the subtasks and deliver value-added products and services to the end users.
The contractor shall provide a Resident solutions Engineer to:
- Collaborate with either the RSA or the SE assigned to the account on the roadmap and technical execution plans (“Plan(s)”) regarding implementation of Solutions, including endorsed integrations with Solutions.
- Execute the Plan created by the RSA or SE and work in conjunction with the Customer.
- Assistance, which includes using HashiCorp methodologies for the creation of Customer specific support documentation, runbooks, and other playbooks related to the integration(s), in configuration of Solutions and endorsed third-party integrations.
- If applicable, assist in applying software patches and upgrades for Solutions in Non-Production Environment.