36C24526P0130_1.docx

PAR

Excellence

Support

Services

GENERAL INFORMATION

BASE NOTICE TYPE

SET-ASIDE

VISN 5 | NCO 5

SUITE 275

849 INTERNATIONAL DRIVE

LINTHICUM MD 21090

POINT OF CONTACT*

CONTRACTING OFFICER

AMY WALTER

AMY.WALTER1@VA.GOV

NONE

NONE

NONE

AWARD INFORMATION

AWARDEE ADDRESS LINE 1*

AWARDEE ADDRESS LINE 2*

AWARDEE ADDRESS LINE 4*

ADDITIONAL INFORMATION

Award Notice Award Notice

DESCRIPTION

*= Required Field Award Notice Award Notice

STATEMENT OF WORK (SOW)

Washington DC VAM PAR Excellence Support & Service Contract

A. GENERAL INFORMATION

1. Title of Project: Washington DC VAMC Par Excellence Support Contract

2. Scope of Work: The contractor must provide all the resources necessary to accomplish the deliverables described in this statement of work (SOW). *All support services are performed remotely.

a) The equipment that should be covered under the service contract is as follows:

1) PAR Excellence Scales

2) PAR Excellence Controllers

· The other third-party pieces would be replaced if it is determined to be a malfunction related to the PAR Excellence system.

**DC would need to follow the RMA process outlined below.

b) Diagnose problems and determine whether such problem is related to PAR Excellence software (PAR Server, PAR Client, PAR Vision, PAR Setup Cart) or hardware (PAR Scales and PAR Controllers) covered by this Statement of Work. If such a problem is determined to be caused by PAR Excellence software or hardware covered under this Statement of Work, PAR Excellence will correct the problem.

c) Diagnose problems and determine whether such a problem is related to software or hardware covered by this Statement of Work. If such a problem is determined to be caused by software or hardware covered under this Statement of Work, PAR Excellence will correct the problem.

d) If the problem is Software related, the contractor must attempt to correct the problem via phone. If necessary, the contractor must make all required changes to the Software and related Deliverables.

e) Help desk services are available and accessible by telephone or e-mail. The help desk will assist Government in resolving a problem and obtaining general technical assistance, including queries on how to use the Products and requests for additional Documentation.

1) The contractor Support Staff is available 7AM - 8PM EST.

2) After Hours Support is available via an on-call Technician at all other times. To contact the on- call technician, Government must call via telephone. The Contractor On-Call Support Staff will respond to after-hour support request in a timely manner, generally within 30 minutes to one hour after the initial phone call.

f) The contractor may periodically release changes to the software ("Software Releases"), including support, updates or upgrades. These changes will be reviewed and approved through the VA OIT Technical Reference Model System. Once approved, updates will be scheduled via OIT and COTS.

g) The contractor solutions are monitored by PAR Excellence PTPS (Pro-Active Technical Product Support)

1) PTPS automatically checks in with the contractor 4 times a day to verify system health

2) PTPS may periodically send messages to the contractor to provide alerts to Support Staff

3) Alerts from PTPS may require the contractor support staff to contact a VA employee for assistance to resolve the alert. This may require escalation from the local staff to local OIT, or National COTS.

h) Background: In October 2023 the DC VA Medical Center procured a contract via SAC, 36C10X24P0094 for a weight-based inventory management system. The vendor chosen was Par Excellence (previously known as Greenbrier) who partnered with a Service-Disabled Veteran Owned Small Business (SDVOSB) SDV Office Systems, LLC. The installation and management of the equipment for supply chain inventory is a success. Subsequently a support contract is now needed for the equipment that is now in place. Since the inception of the contract the manufacturer of the equipment has registered with SAM.gov and the Financial Management System and will no longer be working with SDV Office Systems, LLC.

3. Performance Period: The Washington DC VA Medical Center intends to establish a base plus 4 option years for PAR Excellence support services.

a) New Year's Day January 1

b) Martin Luther King's Birthday 3rd Monday in January

c) President's Day 3rd Monday in February

d) Memorial Day Last Monday in May

e) Juneteenth Jun 19th

f) Independence Day July 4th

g) Labor Day 1st Monday in September

h) Columbus Day 2nd Monday in October

i) Veteran's Day November 11

j) Thanksgiving Day Last Thursday in November

k) Christmas Day December 25

Any other day designated by the President as a national holiday. When one of the holidays falls on a Sunday, the following Monday will be observed as a legal holiday. When holiday falls on a Saturday, the preceding Friday is observed as a legal holiday by US Government agencies.

4. Place of Performance:

a) Washington DC VA Medical Center: 50 Irving Street, Northwest Washington, DC 20422

b) Charlotte Hall VA Clinic: 29640 Three Notch Road Charlotte Hall, MD 20622

c) Fort Belvoir VA Clinic: 9300 Dewitt Loop Fort Belvoir, VA 22060

d) Lexington Park VA Clinic: 45870 East Run Drive East Run Center, Suite 300 Lexington Park, MD 20653

e) Montgomery County VA Clinic: 15810 Gaither Drive Shady Grove Development Park Suite 130 Gaithersburg, MD 20877

f) Southern Prince George’s Country VA Clinic: 5801 Allentown Road, Suites 104 and 106 Camp Springs, MD 20746

B. CONTRACT AWARD MEETING

No scheduled kickoff meeting required based on system installation is complete and support is available on day 1 contract.

C. GENERAL REQUIREMENTS

All written deliverables must be phrased in layperson language. Statistical and other technical terminology must not be used without providing a glossary of terms.

D. Government Responsibility

a) Government must provide IT resources that can verify ports are set up and operating correctly. When this is requested, the government response time should not exceed 24 hours.

b) Government must provide and maintain proper VLAN and ACL for PAR Excellence Controllers and Scales to be able to communicate to the server.

c) Government must provide adequate IP addresses for PAR Excellence controllers.

d) Government must provide PAR Excellence's Support Staff with CAG access. If remote access to server is required for installation or Support of software, or to resolve an issue, VA personnel must provide remote (escorted) access within 24 hours of request. The facility COR is the responsible POC for this responsibility.

e) Government must always have one designated, appropriately qualified person to maintain security groups as required.

f) Maintain at least one spare scanner, if scanners are used by Government in connection with the Services.

g) Coordinate with PAR Excellence any support or maintenance needed with equipment provided by PAR. This includes but is not limited to commercially manufactured computers, protocol converters, printers, and all other devices associated with telecommunications and networking.

h) Government must always have two appropriately qualified people who have been trained and by PAR Excellence who will be available to complete the following tasks:

i. Turn the PAR Location equipment on or off

ii. Disconnect and reconnect power from the PAR Location equipment

iii. Change the battery of scanners, if used by Government

iv. Properly register and exchange PAR Location equipment

v. Visually and verbally assist Service Provider in diagnosing PAR Location equipment problems.

vi. Maintain the system database.

E. CHANGES TO STATEMENT OF WORK

Any changes to this SOW must be authorized and approved only through written modifications to the contract by the CO. A copy of each modification will be kept in a project folder along with all other products of the project. Costs incurred by the contractor through the actions of parties other than the CO must be borne by the contractor.

F. REPORTING REQUIREMENTS

1. The contractor shall meet remotely (e.g. webinar, telephone, etc.) with the COR or designated Staff monthly to address any unresolved issues. The Contractor shall provide the COR or designated staff with monthly performance reports detailing PAR Excellence System tickets from contractor ticketing system.

2. CPARS will be used to measure vendor performance as well, for past performance which is a Federal past performance database to help contracting track reliable vendors.

G. CONFIDENTIALITY AND NONDISCLOSURE

It is agreed that:

1. The preliminary and final deliverables which have been generated by the contractor in the performance of this contract, are the exclusive property of the U.S. Government and must be submitted to the CO at the conclusion of the contract. Subject to and conditioned on Customer's and its Authorized Users' compliance with the terms and conditions of this Agreement, PAR hereby grants to Customer a non exclusive, non-transferable right to access and use the Software during the Term, solely for use by Authorized Users in accordance with the terms and conditions herein. Such use is limited to Customer's internal use.

2. The CO will be the sole authorized official to release, verbally or in writing, any data, draft deliverables, final deliverables, or any other written or printed materials pertaining to this contract. No information must be released by the contractor. Any request for information relating to this contract, presented to the contractor, must be submitted to the CO for response.

Press releases, marketing material, or any other printed or electronic documentation related to this project, must not be publicized without the written approval of the CO.

H. RETURN MATERIAL AUTHORIZATION (RMA) PROCESS:

1. To ensure a smooth and efficient return process for scales that are not functioning properly, please follow the steps below to initiate a Return Material Authorization (RMA) with PAR Excellence.

a) Check for damage: Ensure the scale is not damaged due to misuse (e.g., dropped scale, broken plastic lip, etc.).

b) Confirm the issue: PAR Excellence will repair or replace scales that are under warranty and determined to be non-functional. This can be verified by following the “Testing Scale for RMA” process in PAR Client (see pages. 35-37 in the PB Setup Guide).

c) Test the scale: Perform the RMA test.

d) Complete the “Test for RMA” Excel sheet, including the following information:

e) Scale part number

f) Description

g) Serial number

h) Pass or Fail results from RMA test

2. Contact Customer Support: Once testing is complete, call 513-822-3777 or email customer support at vha-help@parexcellence.com to request an RMA for any scales that failed the test. Please attach the complete Excel sheet to your email.

3. Shipping: Once you receive an RMA number, send the scales to the address below.

Be sure to include the RMA number inside the package.

PAR Excellence Systems, Inc.

ATTN: Manufacturing 11500 Northlake Dr. #135 Cincinnati, OH 45249 *Note: Shipping costs to PAR Excellence are the responsibility of the facility. PAR Excellence will cover the return shipping costs.

4. Additional Tips to Assist with the Process:

a) Do not delay troubleshooting and testing non-functional scales: It is easier to troubleshoot when you first encounter the issue and ensure quicker resolution.

b) If a scale is not working but passes the RMA test: Complete the Excel form and contact Customer Support to explain the situation.

c) If the scale label is too faded to scan: You can request a new label by sending the serial number to Customer Support.

I. DISCLAIMER OF LIABILITY

J. Pertaining to the services contained herein, the service provider shall have no liability with respect to the customer’s failure to:

1. Identify critical and lifesaving supplies and ensure the availability of such supplies at an alternate supply location in the event of a power outage or other human, electrical, or mechanical problem with PAR bins.

2. For supplies of a critical and lifesaving nature, conduct regular periodic reconciliations by physical count, comparing supplies reported by PAR bins to supplies actually existing in PAR bins.

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