Draft SOW.pdf

DRAFT STATEMENT OF WORK

P1AL Merging Pyramix DAW Statement of Work

C.1. BACKGROUND.

The Library of Congress (Library) requires contract support to provide maintenance and support for the existing Pyramix DAW equipment installed in the Culpeper facility for the LOC/NAVCC/Audio Lab.

C.2. SCOPE

The contractor shall maintain, service, and/or repair Pyramix DAW equipment listed in Table 1. The production Pyramix DAW equipment shall be maintained in good working condition according to the manufacturer’s specifications. Services include but are not limited to software maintenance.

Table 1 – Covered Equipment List

Use Equipment Dongle Serial Number Location

Room

A2.1 Pyramix 500003413 3125

A1.6 Pyramix 500003414 3125

A1.8 Pyramix 500003415 3125

A1.3 Pyramix 500003417 3138

A1.4 Pyramix 500003418 3138

A3 Pyramix 500003419 3125

A1.2 Pyramix 500003420 3138

A1.5 Pyramix 500003421 3138

A1.1 Pyramix 500003422 3133

A1.9 Pyramix 500004986 3133

Spare Pyramix 500003702 3133

Multistream Pyramix 500003360 3133

Notes:

• The current equipment location may change.

• In case there is a need for permanent replacement of individual equipment, the new serial number shall be properly documented, and the replacement equipment shall become part of this maintenance contract and no services for the defaulted equipment shall be required under this contract.

C.3. REQUIREMENTS

The contractor shall provide software maintenance for one base year and four option years, as follows:

C.3.1. All software components associated with the functionality of the covered equipment are included in this requirement.

C.3.1.1 The Service Provider shall provide access through the Merging Technologies’ web portal to all software covered under this agreement for the duration of the contracted period https://my.merging.com/account/keys#500003413

C.3.1.2. The Service Provider shall provide solutions to all software-related issues related to any software covered under this agreement within the contracted period.

C.3.1.3. All software upgrades and patches shall be provided, installed and tested.

C.3.1.4. The Service Provider shall be responsible for all shipping and handling costs.

C.3.1.5. Travel expenses are not included in this contract.

C.3.1.6. The Service Provider shall provide a single point of contact (POC) for communication with the COR.

C.3.1.7. Service Availability: Support shall be available five days a week Monday through Friday excluding public holidays, 52 weeks per year between 9:00 am until 5:00 pm EST.

C.3.1.8. Manned Phone support

• The Service Provider shall provide a service phone number for communication.

• Calls received outside of service hours shall be recorded or forwarded to a mobile phone. Recorded service requests shall be responded to the next business day according to the service schedule.

C.3.1.9. Email Support

• The Service Provider shall provide a support email address. Email service shall be available 24/7.

• Emails received outside of service hours shall be collected and responded to the next business day according to the service schedule.

C.3.1.10. Documenting the Issue

• The Service Provider shall keep a detailed log for all issues reported by the

Customer. The service log shall be available to the Library at any time.

• The Service Provider shall use the Library issued tracking number as a trouble ticket

ID to record the progress of reported issues.

• The Service Provider shall provide detailed information including but not limited to:

equipment S/N, troubleshooting, solution, parts and effort used to resolve the problem, shipping, etc. for each problem ticket. Each activity note shall be dated.

• LOC representative will log the information into the Library’s trouble ticketing system.

C.4 CONTRACT PERFORMANCE

The contractor shall respond to service requests submitted by the LOC according to the service schedule listed in Table 2 below:

Table 2 – Service Schedule

# Priority Description Response Time

Resolution Time

Acceptable Resolution

1 Emergency Mission critical activities are endangered due to equipment failure

One (1) work hour workdays

SW patch or workaround

2 High The reported issue significantly decreases production performance

Two (2) work hours workdays

SW patch or workaround

3 Medium The reported issue affects production performance

Eight (8) work hours

10 work days

SW patch or workaround

3 Low The reported issue does not directly affect the production performance

Sixteen

(16) work hours

3 months SW upgraded version

Table 3 – Requirements

Requirements Paragraph Reference

Description of Deliverable Due Date

C.3.1 Software maintenance As needed during the period of performance.

Time to respond and resolution time described in Table 2

C.4.2. QUALITY CONTROL

Testing and Acceptance COR-designated LOC personnel shall test the quality of each maintenance case. The COR shall approve the repair.

C.5. ADDITIONAL INFORMATION

C.5.1 SPECIAL QUALIFICATIONS.

The contractor shall provide certified technicians with at least three (3) years of experience designing, manufacturing, repairing or maintaining Pyramix equipment.