36C24219Q1044-001.docx

PowerScribe Service and Maintenance SOW

A.3 STATEMENT OF WORK

a) This firm fixed price contract, to include one base year and two option years, is for service maintenance agreements for Nuance Power Scribe Dictation Systems located at the Albany VAMC 113 Holland Avenue, Albany NY 12208; Bath VAMC 76 Veterans Avenue; Buffalo VAMC, 3495 Bailey Avenue Buffalo NY 14215; and Syracuse VAMC 400 Irving Avenue, Syracuse NY from 10/01/19 through 09/30/2020 plus 2 option years.

A.3.1 COVERAGE INCLUDES:

a) Contractor shall provide onsite hardware and software technical support coverage VA owned Dictaphone equipment (Microphones and Servers) to include travel, parts and labor from 8am to 5pm, Monday to Friday excluding Federal Holidays (which are defined as: New Year’s Day, Martin Luther King Day, Presidents Day, memorial Day, Independence day, labor Day, Columbus Day, thanksgiving Day and Christmas Day) for items listed in tables titled Items with Mon – Fri 8am-5pm On-site Coverage and/or Depot repair in section A.2.1 MONTHLY BREAKDOWN OF EQUIPMENT TO BE SERVICED.

b) Contractor shall be on site within four (4) hours of first notified.

c) For any repairs or service requiring work on station grounds, the contract service technician shall report upon arrival to Melinda Bishop (607)221-1452 and local IT. After the work is completed, the contract service technician must report in person back to Melinda Bishop and Local IT. The contract service technician is to prepare a service ticket, which is a complete report of service rendered. As a minimum, this service ticket must contain a detailed description of any services or repairs performed for each item of equipment, and must also include a listing of replaced parts, when applicable. The report will also include any Contractor recommendations necessary to maintain the equipment in optimum operating condition. This service ticket must be signed by local IT assisting technician.

d) Only new standard parts or factory refurbished parts meeting original manufacturer specifications shall be furnished and installed by the Contractor. All parts shall be of current manufacture and shall have versatility with presently installed equipment. Contractor shall maintain a sufficient stock of parts. Required parts shall be available within three (3) calendar days from the date the need is established.

e) The contractor shall notify the Contract Officer’s Representative (COR) when required parts are not covered by this contract along with an estimation of additional charges in order for the COR to obtain proper authorization to purchase the items in question.

f) If VAMC requires on-site support coverage outside of the Normal Working Hours, VAMC shall be invoiced at Contractor’s standard hourly over-time rates. Note that this work is not covered under this service maintenance contract and the Contracting Officer shall provide consent before work is to be done. This requirement excludes emergency repairs, where in the Contracting Officer shall be informed the next regular business day.

g) VAMC shall be responsible to collect, ship, receive and deploy applicable desktop or portable products to Contractor’s depot repair in the event VAMC requires repair support for such items.

h) Contractor shall provide onsite hardware and software technical support coverage VA owned Dictaphone equipment (Microphones and Servers) to include travel, parts and labor 24hrs a day/ 7 days a week for items listed in tables titled Items with 24hr/7days a week Remote On-site Coverage in section A.2.1 MONTHLY BREAKDOWN OF EQUIPMENT TO BE SERVICED.

i) Contractor shall be on site within four (4) hours of first notified.

j) For any repairs or service requiring work on station grounds, the contract service technician shall report upon arrival to the COR and local IT. After the work is completed, the contract service technician must report in person back to the COR and local IT. The contract service technician is to prepare a service ticket, which is a complete report of service rendered. As a minimum, this service ticket must contain a detailed description of any services or repairs performed for each item of equipment, and must also include a listing of replaced parts, when applicable. The report will also include any Contractor recommendations necessary to maintain the equipment in optimum operating condition. This service ticket must be signed by COR and local IT.

k) Only new standard parts or factory refurbished parts meeting original manufacturer specifications shall be furnished and installed by the Contractor. All parts shall be of current manufacture and shall have versatility with presently installed equipment. Contractor shall maintain a sufficient stock of parts. Required parts shall be available within three (3) calendar days from the date the need is established.

l) The contractor shall notify the Contract Officer’s Representative (COR) when required parts are not covered by this contract along with an estimation of additional charges in order for the COR to obtain proper authorization to purchase the items in question.

m) Contractor shall provide emergency telephone consultation and remote support 24 hours per day, seven days per week.

n) An emergency support call is defined as a failure of the Contractor Programs and/or Hardware causing a complete or partial operational shutdown that would critically impact the VAMC’s mission for which no immediate workaround is available. Contractor shall make all commercially reasonable efforts to assist the VAMC in becoming operational and shall return all Emergency Support telephone calls within one (1) hour following receipt of the call by Contractor.

o) For Non-Emergency Remote Support calls, the VAMC shall be contacted within four (4) hours following receipt of the call by Contractor.

p) Contractor shall provide at no extra charge all software patches and updates to the VA as soon as they become available to the public.

q) Any applicable Professional Services (i.e. training services and project management services) required to implement new features and/or functionality delivered through Software Upgrades are not covered under this Maintenance Contract and shall be negotiated and awarded separately from this contract.

r) Contractor shall maintain a record of all basic maintenance and service routines and shall provide issue identification which shall include data collection, preliminary analysis, collation, dissemination, and duplication as further described below:

i. Data collection includes gathering of application and system event logs, trace files, audio files, and data dumps corresponding to the issue or event in question. Data collection also includes the interrogation of end users involved to identify transient error messages, visual/audible symptoms, and/or environmental conditions at the time of the issue/event.

ii. Preliminary analysis, collation, and dissemination includes the initial review of data collected to identify relevant data elements, failure patterns or trends, and, if necessary, the forwarding of this data to Contractor for further analysis.

iii. Duplication includes the manual recreation of conditions suspected to produce the issue/event in question. Duplication may be required to positively identify an issue/event or to confirm resolution after corrective action.

s) Contract shall support system startup and shut down by providing the following:

i. End user notification. (advise VAMC end users when system is going down for maintenance)

ii. Orderly shutdown procedures. (follow standard technical procedures for shutdown)

iii. System startup procedures, manual and automated. (follow standard technical procedures for start up)

iv. Validate functionality of Contractor Programs and any interface functionality. (HIS/RIS/MIS/ISSI)

t) Contractor shall support disaster recovery by providing the following:

i. Restoration of Hardware platform stability.

ii. Loading and/or restoration of operating system, SQL database and the Contractor Programs and Third Party Software covered under this Maintenance Contract.

iii. Restoration of VAMC specific audio and/or VAMC-supplied backup database data files.

u) Contractor shall ship all bundled server based products with the latest Contractor-approved version of anti-virus software product and ensure proper operation of the Contractor core application and essential utility software when used in conjunction with such Contractor approved anti-virus software. Upon installation by Contractor, Contractor shall configure server-based products to perform automated virus definition updates over the internet if requested by the VAMC and if internet access is provided by the VAMC.

v) Contractor shall maintain a record of all basic maintenance and service routines and shall provide issue identification which shall include data collection, preliminary analysis, collation, dissemination, and duplication as further described below:

i. Data collection includes gathering of application and system event logs, trace files, audio files, and data dumps corresponding to the issue or event in question. Data collection also includes the interrogation of end users involved to identify transient error messages, visual/audible symptoms, and/or environmental conditions at the time of the issue/event.

ii. Preliminary analysis, collation, and dissemination includes the initial review of data collected to identify relevant data elements, failure patterns or trends, and, if necessary, the forwarding of this data to Contractor for further analysis.

iii. Duplication includes the manual recreation of conditions suspected to produce the issue/event in question. Duplication may be required to positively identify an issue/event or to confirm resolution after corrective action.

w) The Contractor shall furnish to the Contracting Officer with their proposal a Certificate of Insurance which shall contain an endorsement to the effect that cancellation of, or any material change in the policies which adversely affect the interests of the Government in such insurance shall not be effective unless a 30-day written notice of cancellation or change is furnished to the Contracting Officer