36C24219Q0335-002.docx

36C24219Q0335

PAGE 1 OF

1. REQUISITION NO.

2. CONTRACT NO.

3. AWARD/EFFECTIVE DATE

4. ORDER NO.

5. SOLICITATION NUMBER

6. SOLICITATION ISSUE DATE

a. NAME

b. TELEPHONE NO. (No Collect Calls)

8. OFFER DUE DATE/LOCAL

TIME

9. ISSUED BY

CODE

10. THIS ACQUISITION IS

UNRESTRICTED OR

SET ASIDE:

% FOR:

SMALL BUSINESS

HUBZONE SMALL

BUSINESS

SERVICE-DISABLED

VETERAN-OWNED

SMALL BUSINESS

WOMEN-OWNED SMALL BUSINESS

(WOSB) ELIGIBLE UNDER THE WOMEN-OWNED

SMALL BUSINESS PROGRAM

EDWOSB

8(A)

NAICS:

SIZE STANDARD:

11. DELIVERY FOR FOB DESTINA-

TION UNLESS BLOCK IS

MARKED

SEE SCHEDULE

12. DISCOUNT TERMS

13a. THIS CONTRACT IS A

RATED ORDER UNDER

DPAS (15 CFR 700)

13b. RATING

14. METHOD OF SOLICITATION

RFQ

IFB

RFP

15. DELIVER TO

CODE

16. ADMINISTERED BY

CODE

17a. CONTRACTOR/OFFEROR

CODE

FACILITY CODE

18a. PAYMENT WILL BE MADE BY

CODE

TELEPHONE NO.

DUNS:

DUNS+4:

PHONE:

FAX:

17b. CHECK IF REMITTANCE IS DIFFERENT AND PUT SUCH ADDRESS IN OFFER 18b. SUBMIT INVOICES TO ADDRESS SHOWN IN BLOCK 18a UNLESS BLOCK BELOW IS CHECKED

SEE ADDENDUM

19.

20.

21.

22.

23.

24.

ITEM NO.

SCHEDULE OF SUPPLIES/SERVICES

QUANTITY

UNIT

UNIT PRICE

AMOUNT

(Use Reverse and/or Attach Additional Sheets as Necessary)

25. ACCOUNTING AND APPROPRIATION DATA

26. TOTAL AWARD AMOUNT (For Govt. Use Only) 27a. SOLICITATION INCORPORATES BY REFERENCE FAR 52.212-1, 52.212-4. FAR 52.212-3 AND 52.212-5 ARE ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED.

27b. CONTRACT/PURCHASE ORDER INCORPORATES BY REFERENCE FAR 52.212-4. FAR 52.212-5 IS ATTACHED. ADDENDA

ARE

ARE NOT ATTACHED

28. CONTRACTOR IS REQUIRED TO SIGN THIS DOCUMENT AND RETURN _______________

29. AWARD OF CONTRACT: REF. ___________________________________ OFFER

COPIES TO ISSUING OFFICE. CONTRACTOR AGREES TO FURNISH AND

DATED ________________________________. YOUR OFFER ON SOLICITATION

DELIVER ALL ITEMS SET FORTH OR OTHERWISE IDENTIFIED ABOVE AND ON ANY

(BLOCK 5), INCLUDING ANY ADDITIONS OR CHANGES WHICH ARE

ADDITIONAL SHEETS SUBJECT TO THE TERMS AND CONDITIONS SPECIFIED

SET FORTH HEREIN IS ACCEPTED AS TO ITEMS:

30a. SIGNATURE OF OFFEROR/CONTRACTOR 31a. UNITED STATES OF AMERICA (SIGNATURE OF CONTRACTING OFFICER) 30b. NAME AND TITLE OF SIGNER (TYPE OR PRINT) 30c. DATE SIGNED 31b. NAME OF CONTRACTING OFFICER (TYPE OR PRINT) 31c. DATE SIGNED

AUTHORIZED FOR LOCAL REPRODUCTION

(REV. 2/2012)

PREVIOUS EDITION IS NOT USABLE

Prescribed by GSA - FAR (48 CFR) 53.212

7. FOR SOLICITATION

INFORMATION CALL:

STANDARD FORM 1449

OFFEROR TO COMPLETE BLOCKS 12, 17, 23, 24, & 30

SOLICITATION/CONTRACT/ORDER FOR COMMERCIAL ITEMS

526-19-1-411-0002 36C24219Q0335 03-06-2019 Henderson, Samantha 718-836-6600 ext-1441 03-13-2019 3:00pm 36C242 Department of Veterans Affairs Network Contracting Office 2 James J. Peters VA Medical Center 130 West Kingsbridge Road Bronx

NY

10468-3904 541511 $27.5 Million X N/A X James J. Peters Medical Center Campus 130 W Kingsbridge Road Bronx

NY

10468-3904 36C242 Department of Veterans Affairs James J. Peters VA Medical Center Network Contracting Office 2 130 West Kingsbridge Road Bronx

NY

10468-3904

Tungsten Network http://www.tungsten-network.com/us/en /veterans-affairs

Triage Expert Dual Purpose - Tier Three. Annual Limited License.

EA

Telecare Record Manager Plus Large Hospital Limited License.

EA

Telecare RM, Call Log Reporter Ltd. Site License.

EA

Telecare Record Plus Reporting SQL Database Limited License

EA

526-3690160-4110824100-2510 CS01C00A1

X X X X Charnell Cunningham Contracting Officer Table of Contents

SECTION B - CONTINUATION OF SF 1449 BLOCKS

No text intentionally left blank

B.1 CONTRACT ADMINISTRATION DATA

1. Contract Administration: All contract administration matters will be handled by the following individuals:

a. CONTRACTOR:

b. GOVERNMENT: Contracting Officer 36C242 Charnel Cunningham Department of Veterans Affairs Network Contracting Office 2 James J. Peters VA Medical Center 130 West Kingsbridge Road Bronx NY 10468-3904

2. CONTRACTOR REMITTANCE ADDRESS: All payments by the Government to the contractor will be made in accordance with:

3. INVOICES: Invoices shall be submitted in arrears:

4. GOVERNMENT INVOICE ADDRESS: All Invoices from the contractor shall be submitted electronically in accordance with VAAR Clause 852.232-72 Electronic Submission of Payment Requests.

Tungsten Network http://www.tungsten-network.com/us/en /veterans-affairs

ACKNOWLEDGMENT OF AMENDMENTS: The offeror acknowledges receipt of amendments to the Solicitation numbered and dated as follows:

36C24219Q0335

Page 1 of Page 1 of D O C U M E N T S T O R A G E S Y S T E M S, I N C.

Telecare Record Manager Plus (TRM Plus) and Triage Expert Dual Purpose (TEDP) DSS Software License and Service Level Agreement Veterans Health Administration Effective January 23, 2017

This document captures and defines the work activities, deliverables, and timeline that Document Storage Systems, Inc. will execute against in the performance of the specified work for the Veterans Health Administration. It provides a preliminary delineation of roles and responsibilities, outlines the scope, and documents the exclusions.

Page 1 of T A B L E O F C O N T E N T S

Page 1 of Page 1 of Introduction Product Description

The Veterans Health Administration (VHA) has purchased a software license for the seamlessly integrated Telecare Record Manager Plus (TRM Plus)/Triage Expert Dual Purpose (TEDP). It enhances telephone triage decision-making by helping nurses accurately assess patient symptoms and quickly determine the proper course of action for treatment. The software Technical and Installation s nurse clinical decision-making by systematically assessing a Veteran’s symptoms, while providing reference health information during the process, as well as the ability to acquire VistA data, call logs of TRM progress notes for facilities.

DSS Department Services Technical and Installation Services

Document Storage Systems (DSS) Technical and Installation Services will provide the following services as requested:

· Work directly with the Office of Information and Technology (OI&T) staff to address their issues with licensed DSS products.

· Upon VHA end users logging a ticket with the OI&T staff, DSS Technical and Installation Service will work with the VHA end-users to address their issues with licensed DSS products.

· Respond to issues reported to DSS Technical and Installation Service Services in accordance with this document within the response times defined in this document.

· Help the OI&T staff configure as necessary licensed DSS products to meet the VHA’s and/or end-users needs within the scope of the licensed product.

· Advise the OI&T staff as a Subject Matter Expert (SME) as it relates to licensed DSS products and their standard configuration in internal meetings, new installations of licensed DSS products, and end-user activities.

· Advise the OI&T staff on issues involving licensed DSS product’s infrastructure requirements including hardware, bandwidth, and best practices.

· Keep site Veterans Administration Medical Center (VAMC) and/or end-users aware of issues that may impact their usage of licensed DSS products through DSS’ Self Service Portal (http://Technical and Installation .dssinc.com).

· Upon request make available to the OI&T staff live reports including:

· Summary of tickets opened for licensed DSS products for the last 30 or seven days.

· Summary of incidents, service requests and problems currently open and those closed in the past seven days for licensed DSS products.

· Summary of known errors impacting the site along with their status and expected release date and workaround.

Effective 01.01.2017 Page 4 of 31

Page 1 of

· Assist the OI&T staff with keeping licensed DSS products up to date including assisting with updates over the telephone or VA Lync if requested and scheduled at least two-weeks in advance.

· Distribution of DSS Product updates via DSS Enterprise Manager to the OI&T staff.

Constraints/Dependencies There are a few items that may impact or compromise the ability of DSS Technical and Installation Service to provide the services outlined in this DSS Software License and Service Level Agreement (SLA). These include, but are not restricted to:

· Missing Information — In order to categorize, diagnose, address, and ultimately resolve issues, DSS Technical and Installation Service needs specific information relating to the issue being reported from the OI&T staff. This specific information includes end-user name, end-user site, end-user phone number, end-user email address, product affected, problem, expected results, steps to reproduce, and screenshots if available. If all of this information is not received, then the categorization and diagnostic process will be delayed until it is collected, which may impact the commitments extended in this document.

· VHA End-User Non-Response — In order to categorize, diagnose, address, and ultimately resolve issues, DSS Technical and Installation Services needs to be able to communicate with the VHA end-user. If the VHA end-user is non-responsive, then the categorization and diagnostic process will be delayed until it is collected which may impact the commitments extended in this document. In such cases when a VHA end-user is non-responsive for more than 10 business days, the case will be closed.

· OI&T Staff Non-Response — In order to categorize, diagnose, address, and ultimately resolve issues DSS Technical and Installation Services needs to be able to communicate with the OI&T staff. If the OI&T staff is non-responsive then the categorization and diagnostic process will be delayed until it is collected which may impact the commitments extended in this document. In such cases when an OI&T staff member is non-responsive for more than 10 business days the issue will be closed.

· VHA End-Users and/or OI&T Staff without Public Key Infrastructure (PKI) — In order to categorize, diagnose, address, and ultimately resolve issues, DSS Technical and Installation Services needs to be able to transfer data back and forth that may include Patient Health Information (PHI). Without PKI in place, the data must be scrubbed first, which either delays the transmission or, as in most cases, stops the transmission. Without this data, which may be included in logs or screenshots, the categorization and diagnostic process will be delayed until it is collected, which may impact the commitments extended in this document.

· Misclassification of Priority — In order to categorize, diagnose, address, and ultimately resolve issues, DSS Technical and Installation Services needs to know the correct priority of the issue being reported. If the wrong priority is communicated or TRM Plus-TEDP DSS Software License and Service Level

Agreement

Effective 01.01.2017 Page of 31 no information regarding priority is sent to DSS Technical and Installation Services, they may not provide services that match the severity or impact of the issue being reported, which may impact the commitments extended in this document.

· Out of Date DSS Products — In order to categorize, diagnose, address, and ultimately resolve issues, the licensed DSS Products need to be up to date. If the licensed DSS Products are not up to date, then valuable time will be lost working on issues that may already be addressed through an update, which may impact the commitments extended in this document. DSS reserves the right to cease work on issues involving out of date or sunset software products if a VHA site has received advance notification and has had a reasonable amount of time to perform a required update with or without assistance from Technical and Installation Services.

Exclusions There are some boundaries for these services; both internal and external. These include, but are not restricted to Technical and Installation of:

· On-site DSS product updates (available through Premium Technical and Installation Services)

· VHA VistA system updates and Technical and Installation

· Non-DSS and non-DSS partner applications including the operating system or database hosting software

· Infrastructure

· Hardware

· On-site Technical and Installation (available through Premium Technical and Installation Services)

· Staff augmentation (available through Premium Technical and Installation Services)

· Unlicensed DSS products

· More than basic assistance with server migrations and consolidations for licensed DSS Products (available through DSS Maintenance Services)

· End-user Technical and Installation that is not initiated by OI&T staff

· The replacement of DSS Installation Services with DSS Standard Technical and Installation Services

Requesting Technical and Installation

DSS Technical and Installation Services are considered second level Technical and Installation for the OI&T staff and as such can only be initiated by the OI&T staff.

Selecting a Priority Reported incidents will be assigned a priority that best matches the severity and impact of the issue being reported as indicated by the table below.

Response Follow Up Response Criteria

· Patient safety issues as defined by Veterans Administration (VA) Directive Number 19-0201 "Patient Safety Notifications," June 2004.

· Loss of production data and no procedural work around exists.

· Complete loss of a core organizational or business process where work cannot reasonably continue.

· Systems that have failed over into backup or redundancy mode, or that have cut over to Continuity Management or similar availability.

Examples:

· Site is down (server crash).

· One or more applications are inaccessible to all users.

· No workaround is available.

· Any issue where data completeness or accuracy is in question.

(2 business days)* High — A high incident is a problem where a system is functioning, but in a severely reduced capacity. The situation is causing:

· Significant impact to portions of the business operations and productivity.

· No loss of production data and / or a procedural work around exists.

· The system is exposed to potential loss or interruption of service. Includes incidents that significantly impact development and/or production, but where an alternative operation is available.

Examples:

· One or more users impacted from completing their task, but work around exists.

· Trainers or installers are on site and their activities are impaired or halted.

(3 business days)* Medium — A medium incident involves partial non-critical functionality loss. A medium incident impairs some operations, but allows the user or an application to continue to function. This may be a minor incident with limited loss or no loss of functionality, or impact to the user's operation and incidents in which there is an easy circumvention or avoidance by the end user.

Response Follow Up Response Criteria

Examples:

· Quarterly update, one or more components are more than one quarter behind.

· Any component not installed on workstation(s).

(4 business days)* Low — A low incident has no impact on the quality, performance or functionality of the system. Low incidents have minimal organizational or business impact.

Examples:

· Any issue that does not prevent use of the application.

· Quarterly updates with no components more than one quarter behind.

· Server migrations.

· Requests for additional training or web casts.

· Requests to add user to email list.

* Indicates timeframe in business hours

DSS Technical and Installation Services will respond within the timeframes listed above using the contact information provided by the person submitting the request for Technical and Installation. A response is defined as an acknowledgement of receipt of the issue, an action plan or a request for additional information in order to complete an action plan, and, if possible, an estimated time to resolution.

Routine Requests (High, Medium, and Low Priorities) Between the hours of 8:00 AM and 7:00 PM ET excluding weekends and federal holidays requests from the VHA are best handled by:

· End users contacting the local OI&T staff initiating their request for assistance

· Entering a CA Technologies Service Desk Manager (CA SDM) ticket (for Class 1 products) with the VHA National Helpdesk which then gets forwarded to DSS Technical and Installation Services once assigned

· Using our self-help web-based solution (http://Technical and Installation .dssinc.com)

· Calling the main DSS Technical and Installation Services number at 561.284.7200 and then choosing the appropriate DSS Product.

· Emailing vha-service-desk@dssinc.com Regardless of who takes the call or receives the email, the Technical and Installation Specialist assigned to the software will be engaged to fulfill the services defined in this SLA as they are notified. Responses to routine requests will primarily be delivered using email and augmented by use of the telephone.

Emergency Requests (Critical Priorities) For issues involving a VHA server crashing that hosts DSS products, patient safety (as defined by VA Directive Number 19-0201 “Patient Safety Notifications”, June 2004), or when one or more DSS Products are inaccessible to all the VHA end-users, emergency Technical and Installation is available to the OI&T staff. Emergency Technical and Installation is best handled by calling the main DSS Technical and Installation Services number at 561.284.7200 and then choosing option 1. This option forwards to an experienced on-call DSS Technical and Installation Specialist who will work with the OI&T staff to address their issues as quickly as possible. Responses to emergency requests will primarily be delivered using the telephone and augmented by use of email. All requests for emergency Technical and Installation received by anyone other than the OI&T staff will be redirected to the OI&T staff.

Customer Service Escalations If requests for Technical and Installation are not being handled within the OI&T staff’s expectations as defined within this SLA then the following customer service escalation path should be used:

1. Contact the DSS Technical Services Senior Manager by asking for him after calling his main phone number at 561.284.7000. Currently, the DSS Technical Senior

Service Manager is Mark Tablinsky and he can be reached directly at 561.284.7216 or Mtablinsky@dssinc.com.

2. Contact the DSS Technical and Installation Services Vice-President by asking for him after calling his main phone number at 561.284.7000. Currently, the DSS Technical and Installation Services Vice President is Joe Alvaro and he can be reached directly at 561.284.7206 or jalvaro@dssinc.com.

3. Contact the DSS Account Manager by asking for them after calling their main phone number at 561.284.7000.

DSS R&D Department Research and Development (R&D) personnel apply their expertise in software development methodologies to provide for the design, coding, and maintenance of software systems and solutions. As such, R&D personnel perform a wide variety of software development activities and tasks within defined roles of expertise, including collaboration on a project or product delivery team, architecting software products and solutions, designing and developing Graphical User Interfaces (GUIs), database files and storage procedures, developing database interfaces, analyzing bugs and developing solutions, as well as assisting in troubleshooting of production and deployment issues.

DSS QA Department The DSS Quality Assurance (QA) team ensures the highest quality products by performing positive, negative, integrative and regressive testing on every new feature and/or build. The quality assurance management approach uses industry practices such as ProPath/Project Management Accountability System (PMAS), Information Technology Infrastructure Library (ITIL) and Capability Maturity Model Integration (CMMI) processes to align the VA’s desired business outcomes, project-management goals, and quality-performance standards. Our project management team customizes standard processes to VA’s needs and conducts interviews to determine whether the proper processes are in place and followed. The Quality Assurance group will employ Hewlett Packard’s (HP’s) Quality Center to track, manage, facilitate, and analyze readiness and closely assess risk management after capturing such data, metrics, and analytics can be supplied to management and project stakeholders. The Quality Assurance team follows the current Agile and Scrum methodology guidelines as demonstrated below:

The Quality Assurance team develops test plans for each release. Each plan provides a breakdown of the specific functions to be tested, and may include testing of interfaces and dependent systems as required. Clear completion criteria will be defined for each test plan. The extent of an individual test plan will vary depending on the criticality and class of the product, the size and complexity of the release, and external interface validations required. System testing may be iterative in nature, and is bounded by the functional scope of a release. Software, common services, patches and minor enhancements will be tested with Application Lifecycle Management (ALM) HP Quality Center and other tools available to the Quality Assurance team to verify that the product performs according to customer specifications and does not cause harm or performance degradation to other applications and services that exist in the same environment.

For test execution, the team maintains many VistA servers for Software Quality Assurance (SQA) purposes. These VistA servers contain the most recent patches of all VistA software. This allows the QA team to produce meaningful VistA scripts, document VistA package business rules and produce functional analysis documentation. Fictitious patient names are used on DSS systems to Technical and Installation compliance with the VA Information Technology (IT) Security and Health Insurance Portability and Accountability Act (HIPAA) regulations protecting patient privacy.

Test Procedures created by the Test Analyst using the VA’s ProPath tool, help guide the component integration testing and includes: Component Integration Test Defect Log, Component Integration Test Evaluation Summary, Component Integration Test Execution Log, and the Software Quality Assurance Review Checklist. A Component Integration Test Evaluation Summary is created to provide information to the Go/No Go Release decision process. The goal is to ensure that the software systems are of the highest quality, conform to performance requirements and the systems are stable.

DSS Installation Services The DSS Installation department will provide the services necessary to successfully complete the task that it was employed to do. Since the company has been formed, the DSS Installation department has been staffed and trained with professional and certified technical personnel. These installers are further certified to install the products. They perform installation both physically on site, or remotely as required at all facilities.

DSS Training Services The DSS Training Department provides training and Technical and Installation to both Administrative and Clinical products. For Administrative products, the contractor will provide each medical center with training during normal business hours. Medical Center specific training will be scheduled per the VHA's Project Lead's direction. Training items will include, but are not limited to, product and data validation, configuration, modification of user permissions and access, assisting VA staff in data collection and aggregation, triaging application and technical and installation issues and training the administrative workflow process. The Contractor's implementation Technical and Installation team will be on site for end user, super user and administrative training as well as shoulder-to-shoulder mentoring. For our Clinical products, the contractor will provide each medical center with training during normal business hours. Medical Center specific training will be scheduled per the VHA Project Lead's direction. Training items will include, but are not limited to, product and data validation, configuration, mapping, building views, modification or user permissions and access, design and train clinical workflow processes, assist clinicians in data collection and aggregation, triage clinical and technical and installation issues. The Contractor's implementation Technical and Installation team will be on site for end user, super user and administrative training, as well as shoulder-to-shoulder mentoring.

DSS Product Line Management (PLM) Department The PLM department understands the challenges related to managing large-scale initiatives that involve multiple stakeholders with competing objectives and how these can impact Electronic Health Record (EHR) projects. Project management teams analyzes project goals and objectives to gain a comprehensive understanding of the requirements and develops a structured strategy. Our nimble approach to project management gives us the flexibility and adaptability necessary to develop enhancements and monitor the effectiveness of assessment and reporting tools. All members of DSS’ project management teams adhere to industry best practices and methodologies, including Project Management Accountability System (PMAS), Capability Maturity Model Integration (CMMI), Information Technology Infrastructure Library (ITIL) and Project Management Institute (PMI). Each project management team is fully supported by subject matter experts, business analysts, software developers, quality assurance and documentation specialists, software installers, customer trainers and technical and Installation services.

DSS Company Information Security and Privacy Office (CISO) The DSS CISO acts as the liaison between DSS employees, partners and VA with regard to VA background investigations, VA access, and ensuring that all contractors working on VA contracts are in compliance with VA policy and procedure and ensures HIPAA compliance across the organization. In order to ensure the timely onboarding of DSS employees and contractors for the project, as well as the facilitation of Virtual Private Network (VPN) account requests, VA Lync and VistA or server access requests, the VA must provide a designated Contracting Officer Representative (COR) or designated VA contact person, that the DSS Company Information Security and Privacy Office is able to work with regularly who is responsive to requests and to questions as they arise. Failure to do this, will result in downtime for the project. The DSS CISO is staffed with knowledgeable team members fluent in VA policy and procedure regarding VA background investigations and VA access.

Other Considerations and Governing Agreements Term

This SLA will commence upon issuance of a license for a DSS Product and will continue for as long as a DSS Product is licensed to the VHA. Early termination of the SLA, extension of coverage, and expansion of the scope must be agreed upon by both parties and contract officers.

Equipment DSS will provide all of the necessary equipment for DSS employees and contractors to perform the services outlined in this SLA. All equipment used by DSS employees and contractors will meet the VHA’s security and data encryption requirements.

Personnel Changes DSS may provide, for the purposes of maintaining redundancy, additional employees and contractors to assist team members while performing the services outlined in this SLA. In these cases, DSS will ensure all the VHA requirements are met.

DSS will notify the VHA Information Security Office (ISO) and Facility Chief Information Officer (FCIO) immediately when an employee or contractor assigned to the VHA is no longer employed by DSS. In this case, the VHA ISO and FCIO should immediately terminate access to all systems, physically and remotely.

Security & Privacy

DSS shall adhere to all VA Privacy & Security, the Privacy Act and HIPAA requirements when obtaining and reviewing diagnostic information. This includes all log files, error traps, screen capture images and database query results used to aid Technical and Installation in their troubleshooting activities.

VA Access This contractor and subcontractor shall abide by the requirements of 41 CFR 60- 741.5(a) and 41 CFR 60-300.5(a). These regulations prohibit discrimination against qualified individuals on the basis of disability or protected veteran status, and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified individuals with disabilities or protected veterans.

The VA will provide the DSS CISO with the name(s) and contact information of the designated COR or point of contact for the contract, during or before the project kickoff call, so requests may be addressed in a timely fashion, as to not interfere with the rollout of the project. This individual will be responsive to requests and will notify the DSS CISO in advance if they will be unavailable for any period of time. Any required background investigations will be processed through the designated VA COR and/or point of contact for the contract and the COR or point of contact will list a member of the DSS CISO on the background investigation requests that are submitted to the Veterans Service Center (VSC) and the VA Security Investigation Center (SIC). They will also provide guidance as to the level of investigation that will be required for contractors working on this contract. In addition, the designated COR or point of contact for this contract will work with the DSS CISO to request and obtain Certificates of Investigation (COIs) and Certificates of Eligibility (COEs) from the VA SIC. This COR or point of contact for this contract will be responsible for collecting the annual Talent Management System (TMS) training, Contractor Rules of Behavior and Non-Disclosure Agreements from all contractors working on the contract. The VA will provide DSS contractors and specified partners with VA VPN account access and VA Citrix Access Gateway (CAG) Access. In addition, VA Personal Identity Verification (PIV) badge sponsorship, VA Lync access and VA facility access, to include VistA, server and product access, Forum access, and CA SDM access will be provided as required in order for the contractor to fulfill their contractual obligations. Talent Management System access will be provided so that annual required VA training may be completed.

Resources, Roles, and Responsibilities

Identified below are the resources, roles to be played, and their associated responsibilities:

· DSS Technical and Installation Services Director — Technical and Installation Services Director is responsible for ensuring that the Technical and Installation Specialists and Product Technical and Installation Managers assigned to VHA have the resources they need to fulfill their obligations as defined in this SLA. Also serves as a customer service escalation point.

· DSS Development Director — The Development Director is a key R&D department member involved in managerial aspects of the department as well as being a project team member involved in all aspects of software development. Development Directors specialize in the oversight of development for DSS markets such as government or commercial/open-source. Development Directors may have further designation of specialization in either application or M development; or they may oversee both types of development activities.

· DSS Installation Director — The Installation Director is responsible for the management and coordination of VHA product installations. The Director is responsible for the management of the development and maintenance of product specific installation manual content. This individual is also responsible for the management of the training and certification of Installation staff. This role also manages in-house Installation and testing of all DSS and partner marketed software prior to installation. Lastly, the Installation Director is responsible for departmental reporting and budgeting.

· DSS QA Director — The QA Director is responsible for overseeing all quality assurance efforts within the organization, including the development and implementation of the quality assurance program. The QA Director administers quality assurance management systems and develops and monitors quality assurance programs. This individual hires, trains and supervises QA staff and managers.

· DSS Director of Training — The Director of Training oversees the Training and Implementation Department and is responsible for the overall Training Process from the time of the Purchase Order (PO) until the site is fully implemented.

· DSS Product Line Management Director — The Product Line Management Director is responsible for the overall management of the management and delivery of DSS, Inc. products and services. This individual also oversees development projects for existing and new products/projects, product enhancements, modifications and/or bug fixes and acts as a mediator between DSS, Inc. and its partner companies.

· DSS Company Information Security and Privacy Office Manager — The Company Information Security and Privacy Office Manager acts as the liaison between DSS employees, partners and the VA with regard to VA Access, background investigations, and VA compliance, as well as ensuring HIPAA compliance across the organization. This individual makes executive decisions on behalf of the department, communicates with DSS management and VA management, attends meetings in order to stay informed and in frequent contact with other DSS departments, and enforces privacy policies. This manager oversees the duties and activities of the Junior and Senior Company Information Security and Privacy Specialists.

· VHA End Users — The VHA End Users are responsible for first contacting their local OI&T Single Point of Contact (SPOC) to report the issue at hand.

· VHA Local IT SPOC — The VHA Local IT SPOC is responsible for helping the DSS Technical and Installation Specialist(s) and Supervisory Technical and Installation Specialist coordinate their fulfillment of the Services outlined in this SLA within the VHA.

· VHA ISO — The VHA ISO is responsible for granting access requests to VA computer systems hosting DSS products when required for DSS Technical and Installation to perform the duties as outlined in this SLA or accompanying access requirement addenda.

TRM

Plus-TEDP DSS Software License and Service Level

Agreement TRM Plus-TEDP DSS Software License and Service Level

Agreement

ADDENDUM A: ACRONYMS AND TERMS

AEMS

Automated Engineering Management System

ALM

Application Lifecycle Management

CA

CA Technologies

CAG

Citrix Access Gateway

CI

Configuration Items

CIO

Chief Information Officer

CISO

Company Information Security and Privacy Office

CMMI

Capability Maturity Model Integration

CO

Contracting Officer

COE

Certificate of Eligibility

COI

Certificate of Investigation

COR

Contracting Officer Representative

DSS

Document Storage Systems, Inc.

TRM Plus-TEDP DSS Software License and Service Level

Agreement

DSS Products

DSS or DSS Partner Proprietary Software Solution

EHR

Electronic Health Record

FCIO

Facility Chief Information Officer

GFE

Government Furnished Equipment

GIP

Generic Inventory Package

GUI

Graphical User Interface

HIPAA

Health Insurance Portability and Accountability Act

HP

Hewlett Packard

ISO

Information Security Officer

IT

Information Technology

ITIL

Information Technology Infrastructure Library

M

MUMPS

MDIA

Medical Device Isolation Architecture

MERS

Medical Equipment Reporting System

NMEA

Non-mail enabled account

OI&T

Office of information and Technology

PHI

Protected Health Information

PIV

Personal Identity Verification

PKI

Public Key Infrastructure

PLM

Product Line Management

PMAS

Project Management Accountability System

PMI

Project Management Institute

PO

Purchase Order

POC

Point(s) of Contact

QA

Quality Assurance

QAL

Quality Assurance Lead

QAM

Quality Assurance Manager

R&D

Research and Development

S2S

Site to Site

SDM

Service Desk Manager

SIC

Security Investigations Center

SMC

Cisco Secure Mobility Client VPN Solution

SME

Subject Matter Expert

SOP

Standard Operating Procedure

SLA

DSS Software License and Service Level Agreement

SPOC

Single Point of Contact

SQA

Software Quality Assurance

TMS

Talent Management System

TRM

Telecare Record Manager

VA

Veterans Administration

VAMC

Veterans Administration Medical Center

VHA

Veterans Health Administration

TEDP

Triage Expert Dual Purpose

VistA Veterans Health Information Systems and Technology Architecture

VPN

Virtual Private Network

VSC

Veterans Service Center

implemented through appropriate change control procedures.

for change as part of fulfilling the request.

solution

DOCUMENT STORAGE SYSTEMS, INC.

Software License Agreement DSS Telecare Record Manager Plus (TRM Plus)

This Software License Agreement sets forth the terms and conditions upon which DSS licenses the Software to the Ordering Activity that issues a Purchase Order (whether a task or delivery order) under the applicable Schedule contract into which this Software License Agreement has been incorporated.

We ask that you return the Registration contained in this package as soon as possible.

1. LICENSE: Document Storage Systems, Inc. grants you a non-exclusive, limited license to use this DSS Telecare Record Manager Plus (TRM Plus) software product as identified in the applicable Purchase Order (the "Software"), and other related materials, including documentation ("Related Materials") subject to the terms and conditions set forth in this License Agreement. You are responsible for the selection of the Software to achieve your intended results, and for the installation, use, and results obtained from the Software.

2. COPYRIGHT: This Software and the Related Materials are owned by Document Storage Systems, Inc. and are protected by United States copyright laws, trade secret statutes, and international treaty provisions. You must treat the Software and Related Materials like other copyrighted and trade secret material with the following exception. Under this License Agreement, you may only copy the Software as a step in its utilization, or for the purpose of having an archival or backup copy. All copyright notices must be reproduced on all copies. You may not copy the Related Materials.

3. RESTRICTIONS ON USE AND TRANSFER: The Software is licensed to the facility indicated in the applicable Purchase Order. You may use the software on the servers or personal computers at the facility as stated in the Purchase Order. You may transfer all of your rights to the Software to another party if the other party receives a copy of this License Agreement and accepts all of its terms and conditions and uses it at the new facility accepting the Software license. If you transfer the Software, you must also transfer the Related Materials and all copies of the Software (or destroy those copies not transferred) to the other party. Such a transfer terminates your license to use the Software and the Related Materials. You may not use, copy of transfer copies of the Software and Related Materials except as provided for in this License Agreement, as required by the Federal Rules of Acquisition if the purchaser is a federal agency, or in the Purchase Order. You may not modify, reverse assemble or reverse compile the Software. You may not sub-license, rent, lease or assign the Software and Related Materials.

4. LIMITED SOFTWARE WARRANTY: Document Storage Systems, Inc. warrants that the Software, unless modified, will perform substantially in accordance with the Related Materials for a period of ninety (90) days from the date of delivery to the original licensee. If notified in writing during this warranty period that the Software is defective, Document Storage Systems, Inc. will attempt to make the Software operate as warranted by providing corrections. If Document Storage Systems, Inc. is unable to correct the defects within ninety (90) days after the notification, you may terminate your license and obtain a refund by returning all copies of the Software and Related Materials, together with a copy of your license payment receipt. You assume all shipping and handling charges for return and replacement of the Software and Related Materials under this warranty. This limited warranty will apply only if the Software is licensed and located in the United States.

Document Storage Systems, Inc. does not warrant that the functions contained in the Software and Related Materials will meet your requirements or that the operation of the Software will be error free, or that defects in the Software will be corrected. THIS WARRANTY IS IN LIEU OF ALL OTHER WARRANTIES, EXPRESS OR IMPLIED, INCLUDING, BUT NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY AND FITNESS FOR A PARTICULAR PURPOSE.

Some states do not allow the exclusion of implied warranties, so the above exclusion may not apply to you. This limited warranty gives you specific legal rights, and you may also have other rights which vary from state to state.

5. LIMITATION OF REMEDIES AND LIABILITY: The remedies described in this License Agreement are your exclusive remedies and Document Storage Systems, Inc.'s entire liability. IN NO EVENT WILL DOCUMENT STORAGE SYSTEMS, INC. BE LIABLE TO YOU FOR ANY DAMAGES, INCLUDING LOST PROFITS, LOST BENEFITS, OR OTHER INCIDENTAL OR CONSEQUENTIAL DAMAGES, RESULTING FROM THE USE OF OR INABILITY TO USE THE SOFTWARE OR ANY BREACH OF WARRANTY. DOCUMENT STORAGE SYSTEMS, INC. LIABILITY TO YOU FOR ACTUAL DAMAGES FOR ANY CAUSE WHATSOEVER, AND REGARDLESS OF THE FORM OF ACTION, WILL BE LIMITED TO THE MONEY PAID FOR THE SOFTWARE OBTAINED FROM DOCUMENT STORAGE SYSTEMS, INC. THAT CAUSED THE DAMAGES OR THAT IS THE SUBJECT MATTER, OR IS DIRECTLY RELATED TO, THE CAUSE OF ACTION. Some states do not allow the exclusion or limitation of incidental or consequential damages, so the above limitation may not apply to you.

6. TERM: This License Agreement is effective until the end date indicated in the Purchase Order or it is otherwise terminated. You may terminate it at any time by destroying all copies of the Software and Related Materials in any form and otherwise in accordance with the procedures specified in the Contract, the Purchase Order, and applicable Federal regulations. Upon such termination, you agree to destroy all copies of the Software and Related Materials.

7. GOVERNMENT LICENSES: RESTRICTED RIGHTS LEGEND

In the event this product is licensed to the United States Government, U.S. Government Rights: Licensee agrees that the Licensed Software and Documentation is "commercial computer software" or "commercial computer software documentation" or “commercial technical data and/or computer databases” and that, absent a written agreement with Licensor to the contrary, Licensee’s rights with respect to such Licensed Software or Documentation are Restricted Rights, as defined in FAR §52.227.19, and if for Department of Defense use, limited by the terms of this License, pursuant to DFARS §227.7202. Licensee’s rights to use, modify, reproduce, release, perform, display, or disclose, these technical data and/or computer databases and/or commercial computer software and/or commercial computer software documentation are subject to the Limited Rights restrictions of DFARS §252.227-7015(b)(2) (November 1995) and/or subject to the restrictions of DFARS §227.7202- 1(a) (June 1995) and DFARS §227.7202-3(a) (June 1995), as applicable for Department of Defense procurements and the Limited Rights restrictions of FAR §52.227-14 (December 2007) and/or subject to the Restricted Rights provisions of FAR §52.227-14 (December 2007) and FAR §52.227-19 (December 2007), as applicable, and any applicable agency FAR Supplements, for non-Department of Defense Federal procurements. Notwithstanding anything herein to the contrary, the parties agree that the restricted rights use restrictions of

52.227 that pertain to computer software as defined therein are applicable to the Licensed Software hereunder, and the limited rights use restrictions that pertain to computer software documentation as…