J-2 Attachment - SOW - Metis Scanner Technical Support.pdf

Preventative Maintenance & Support for One (1) Metis DRS 2000 Scanner

C.1. BACKGROUND/OVERVIEW

The Library of Congress (Library) requires contractor support to provide ongoing annual preventative factory maintenance service and support for one (1) Metis DRS 2000 large format digital scanner to ensure the scanner operates efficiently, stays in good condition, and minimizes downtime. The Metis DRS 2000 is a high-end digital scanner specifically designed for digitizing large format items, including artwork, historical documents, maps, books and various cultural artifacts. The scanner offers extremely high-resolution imaging, advanced color accuracy, and precise detail capture making it suitable for preservation and archiving projects where quality is paramount. The scanner is installed in the Prints and Photographs Division (P&P) division at the Library. The Metis scanner is imperative to the Library’s mission for it is the primary digitization scanner system used, and it provides capabilities essential to P&P’s mission. This scanner is in the final year of its current service contract and a renewal of this contract is required.

C.2. SCOPE

The contractor shall provide ongoing annual preventative maintenance service and support visits, specifically for the Metis DRS 2000 digital scanner to include preventative maintenance and support, repair services, parts, skilled labor, travel costs, software updates and unlimited telephone consultation with Metis factory representatives to resolve issues that arise. The contractor shall provide continuous security monitoring systems by routine security scanning to identify and remediate software vulnerabilities. And the contractor shall provide end-of-support services on all hardware and software failures that cannot be fixed by the contract.

C.3. REQUIREMENTS

C.3.1. Annual Maintenance and Support

C.3.1.1. The contractor shall provide ongoing annual preventative maintenance support service, including parts, skilled labor and travel costs for one (1) Metis DRS 2000 digital scanner purchased under contract LCOSI15P0027 by the Prints and Photographs Division at the Library, in accordance with the manufacturer’s standard maintenance agreement terms and conditions.

C.3.1.2. The contractor shall provide any and all high-quality compatible parts that are essential components for the preventative maintenance service and support to ensure optimal functionality on the Metis DRS 2000 digital scanner.

C.3.1.3. The contractor shall provide a Metis factory authorized technician specifically trained in the

Metis DRS 2000 digital scanner model for the preventative maintenance service and support.

C.3.1.4. The contractor shall provide service within 72 hours of request, on site at the Library of

Congress, as required to keep the equipment performing to original equipment specifications.

C.3.1.5. The contractor shall agree and confirm with the Contracting Officer’ Representative (COR) within two weeks of services requests the scheduling times for the preventative maintenance and support services to be performed so as not to affect the continued operations of the Metis DRS 2000 digital scanner equipment systems.

C.3.1.6. Base year – Maintenance and Support: The contractor shall provide ongoing annual preventative maintenance and support services, including parts, skilled labor and travel costs for one (1) Metis DRS 2000 scanner purchased by the Prints and Photographs Division in the Library, in accordance with the manufacturer’s standard maintenance agreement terms and conditions.

C.3.1.7. Option Year 1 – Maintenance and Support: First contract option year annual preventative maintenance and support, including parts, labor and travel for the Metis DRS 2000 scanner in the Prints and Photographs Division, in accordance with the manufacturer’s standard maintenance agreement terms and conditions.

C.3.1.8. Option Year 2 – Maintenance and Support: Second contract option year annual preventative

C.3.1.9. Option Year 3 – Maintenance and Support: Third contract option year annual preventative

C.3.1.10. Option Year 4 – Maintenance and Support: Fourth contract option year annual preventative

C.3.1.11. Software Updates: The contractor shall provide factory integration and software updates to the Metis scanner to ensure proper upkeep, optimal performance and trouble shooting. Software updates to ensure the scanner remains compatible with current operating systems and addresses bugs and security vulnerabilities. The contractor shall provide software updates for the Metis DRS 2000 scanner when:

1. The manufacturer makes software updates available to all users of the software.

2. The Library determines that there is a software issue/bug that needs to be fixed for which this shall be fixed by the contractor and/or the manufacturer.

3. And any other times and situations a software update is necessary.

C.3.1.12. Unlimited Telephone & Email Consultations/Support: The contractor shall provide unlimited telephone support and consultations as part of the preventative maintenance contract.

Technicians and support representatives shall be available during business hours to assist in resolving issues via the phone, emails, and virtual zoom meetings to ensure the Library staff always have access to knowledgeable help. If the Government sends an email to the contractor requesting support, this email shall be answered within 48 hours.

C.3.2. Remediate Software Vulnerabilities As part of the Library’s continuous security monitoring program, software used by the agency is subject to routine security scanning, whether it is hosted internally or externally. These security scans may result in the identification of software security vulnerabilities that need to be mitigated within the following timeframes:

High-Priority Vulnerabilities 30 calendar days

Medium-Priority Vulnerabilities 180 calendar days

Low-Priority Vulnerabilities 360 calendar days

Upon notification of a security vulnerability, the Contractor shall correct the vulnerability within the specified timeframes, including the modification, testing, and installation of code on all Library instances of the software. The Contractor shall also provide documentation, such as release notes, installation guides and user guides, to document the changes made to the software to address the identified vulnerabilities. Costs associated with addressing software security vulnerabilities are not reimbursable separately and should be included as part of the contractor’s price for provisioning the Library’s software licenses or software maintenance.

C.3.3. Provide End-of-Support Services In its quote/proposal, the Contractor shall provide the end-of-support date for the following hardware and/or software product(s) being procured under this contract:

Product Name/Part Number Make Model Metis DRS2000 Metis DRS2000

If the Metis DRS2000 has a hardware or software failure that cannot be fixed by the vendor, or if the Metis DRS2000 is no longer able to provide scans that meet the FADGI 4 Star specification for materials as shown in the May 2023 Technical Guidelines for Digitizing Cultural Heritage Materials Third Edition (https://www.digitizationguidelines.gov/guidelines/FADGITechnicalGuidelinesforDigitizingCulturalHerita geMaterials_ThirdEdition_05092023.pdf); the vendor shall be responsible for disassembling and removing all components from The Library of Congress and disposing of them in accordance with all applicable Library of Congress regulations, and all applicable federal and state laws, guidelines, instructions and directives. This shall be done at no additional cost to The Library of Congress. If the Contractor does not have an end-of-support date at the time of proposal submission, it must provide an estimated date, noting as such, in its quote or proposal. If the end-of-support date changes from what was specified in the quote or proposal, the new date shall be provided in writing to the Contracting Officer and the COR as soon as it is known. Updates to the end-of-support date(s) must be communicated to the CO and COR when exercising any option under this contract.

C.4. CONTRACT PERFORMANCE

C.4.1. SCHEDULE OF EVENTS/DELIVERABLES

https://www.digitizationguidelines.gov/guidelines/FADGITechnicalGuidelinesforDigitizingCulturalHeritageMaterials_ThirdEdition_05092023.pdf https://www.digitizationguidelines.gov/guidelines/FADGITechnicalGuidelinesforDigitizingCulturalHeritageMaterials_ThirdEdition_05092023.pdf

Ref. Description of Event/Deliverable Period of Performance

(POP)

Invoice/Payment Schedule

C.3 Annual Hardware & Software Maintenance and Factory Support for the Metis DRS 2000 Scanner, Base Year

01/11/2025 - 01/10/2026 Payment Prior to Start of POP

C.3 Annual Hardware & Software Maintenance and Factory Support for the Metis DRS 2000 Scanner, Option Year 1

01/11/2026 - 01/10/2027 Payment Prior to Start of POP

C.3 Annual Hardware & Software Maintenance and Factory Support for the Metis DRS 2000 Scanner, Option Year 2

01/11/2027 - 01/10/2028 Payment Prior to Start of POP

C.3 Annual Hardware & Software Maintenance and Factory Support for the Metis DRS 2000 Scanner, Option Year 3

01/11/2028 - 01/10/2029 Payment Prior to Start of POP

C.3 Annual Hardware & Software Maintenance and Factory Support for the Metis DRS 2000 Scanner, Option Year 4

01/11/2029 - 01/10/2030 Payment Prior to Start of POP

C.5. ADDITIONAL INFORMATION

C.5.1. Delivery Requirements The contractor shall deliver any required hardware to the Library of Congress Madison Building, between the hours of 7:30 AM and 4:00 PM Eastern Time on weekdays (Federal holidays excluded).

Shipping costs are not reimbursable. To the maximum extent possible, the contractor shall use US Mail, or express couriers such as FedEx/UPS/DHL, to allow deliveries of hardware to be received by the Library of Congress mail room staff during normal operation times. To the maximum extent possible the contractor shall provide the COR tracking numbers and information, as soon as it becomes available from the shipping carrier.

If the contractor must use a freight carrier due to the size/shape/weight of the hardware, the contractor shall contact the COR by email at least four (4) business days before delivering any hardware via freight carrier to confirm that staff will be available to receive the equipment appropriately on the Madison Building Loading dock. To the maximum extent possible the contractor shall provide the COR tracking numbers and information, as soon as it becomes available from the freight carrier.

For all shipments of hardware via a freight carrier, the following additional clause applies LC52.211-2 Deliveries to the Library of Congress, Capitol Hill Campus.

C.5.2. Special Qualifications All service personnel must be Metis factory trained and authorized by Metis to service the DRS 2000 scanner model. If a government ID badge is required, all service personnel will be required to pass the LC security badging process.

C.5.3. Contractor Travel The contractor’s firm-fixed price includes any required travel. Contractor shall notify the COR in advance if it is necessary to visit the Library, so the COR can secure any necessary approvals.