SOW DynaCAD Maintenance Final.docx

Statement of Work DynaCAD 5 Breast Software and Rack Server Support

1. Purpose and Background The Department of Veterans Affairs, VA Eastern Colorado Health Care System, requires continued maintenance and support for the existing DynaCAD 5 Breast software and associated rack server supporting clinical breast imaging operations at the Rocky Mountain Regional VA Medical Center.

The existing service coverage is due to expire. Continued coverage is required to avoid a lapse in technical support, software maintenance, and server hardware support for the existing system.

2. Scope of Work The contractor shall provide annual software and hardware maintenance support for the covered DynaCAD 5 Breast software and associated rack server in accordance with the requirements stated in this SOW and the coverage incorporated into the resulting contract or order.

The requirement includes remote clinical and technical support, software tune-up services, software updates and reinstallation coverage, annual application training, covered server hardware parts and factory repair labor, and parts transportation as specified below. This requirement does not include acquisition of a new DynaCAD software license, a new server, or separately priced feature-package upgrades unless expressly added by written contract modification.

3. Covered Systems and Minimum Requirements The contractor shall provide support for the following existing DynaCAD software and server hardware:

The contractor is responsible only for systems, equipment, software, and coverage identified in the resulting contract or order.

System configuration, equipment identifiers, coverage levels, or supported components may not be added, removed, or substituted without written authorization from the Contracting Officer.

4. Place of Performance Department of Veterans Affairs VA Eastern Colorado Health Care System Rocky Mountain Regional VA Medical Center 1700 N. Wheeling Street Aurora, CO 80045

On-site training or other on-site support shall be coordinated with the Government point of contact before arrival. Remote support shall be performed using only VA-approved access methods when logical access to VA systems is required.

5. Hours of Coverage Remote clinical and technical support for the DynaCAD software shall be available from 6:00 AM through 7:00 PM Central Time, consistent with the awarded software service coverage.

Support outside the awarded hours of coverage is not required unless separately authorized in writing by the Contracting Officer.

6. Contractor Qualifications The contractor shall provide personnel qualified to support the existing DynaCAD 5 Breast software and associated rack server. Personnel performing software support, system tune-ups, software reinstallation, updates, or factory hardware repair shall have the technical qualifications, system access, training, and resources necessary to perform the covered work without impairing system functionality or supportability.

7. DynaCAD Software Support Requirements The contractor shall provide the following support for the covered DynaCAD 5 Breast software:

a. Immediate access during the awarded coverage hours to remote clinical and technical support.

b. One annual on-site application training period consisting of two consecutive days. Training shall be scheduled with the Government point of contact.

c. System software tune-up service up to two times per contract year upon Government request.

d. Software updates that enhance existing feature packages and are included in the awarded maintenance coverage.

e. Software reinstallation fee coverage when reinstallation is required under the awarded service coverage.

f. Applicable manufacturer field-change or corrective software actions for bug fixes when provided under the awarded coverage.

Separately priced software upgrades that add new feature packages are not included in this requirement unless specifically purchased and authorized in writing by the Contracting Officer. A commercial discount offered for such upgrades does not authorize the contractor to perform or invoice upgrade work without a separate contractual action.

8. Rack Server Hardware Support Requirements The contractor shall provide the following support for the covered rack server hardware:

a. Covered replacement parts and factory repair labor for defective covered hardware.

b. Transportation cost for return of repaired systems or components to the Government for the covered leg of freight included in the awarded service.

c. Next-day delivery, when available under the awarded coverage, for the manufacturer-defined set of field-replaceable parts, including the related transportation cost.

d. Technical support necessary to identify the defective covered hardware component and coordinate repair or replacement.

If a repair, part, freight charge, upgrade, or service is not included in the awarded coverage, the contractor shall notify the COR and Contracting Officer before performing chargeable work. Chargeable work shall not begin unless authorized in writing by the Contracting Officer.

9. Service Requests, Documentation, and Reporting The contractor shall provide a service-call or case number for support requests and shall provide sufficient documentation to identify the covered system, reported issue, troubleshooting performed, corrective action, software change or reinstallation performed, parts shipped or repaired, and resolution status, as applicable.

For on-site training or support, the contractor shall provide documentation of the date, personnel involved, service or training performed, and completion status. Service records shall be provided electronically to the COR or designated Government point of contact upon request.

10. System Configuration and Software Changes The contractor shall not make system configuration changes, install new feature packages, replace the covered server with a different platform, or modify scanner connections outside the awarded coverage without prior Government coordination and written authorization when a contractual change is required.

The contractor shall notify the COR and Contracting Officer when a proposed system configuration change may affect the service coverage, compatibility, support status, or price.

11. Information Security and Privacy Remote diagnostics, software support, software reinstallation, or other logical access to VA information systems requires prior VA approval and shall use VA-approved connections, accounts, and security controls. No contractor access to VA systems, patient information, or other VA sensitive information is authorized unless required for performance and specifically approved through the applicable VA security and privacy review process.

The contractor shall access only the minimum information necessary to perform authorized work, shall not retain VA information except as authorized, and shall immediately report suspected security or privacy incidents to the COR and designated VA security officials.

Any VA Handbook 6500.6, VA Directive 6550, FITARA, privacy, business associate agreement, or other security requirements determined applicable during acquisition review shall be incorporated into the resulting solicitation or contract as required.

12. Inspection and Acceptance The COR or designated Government point of contact will inspect completed services by reviewing service documentation, confirming completion of requested support or training, and verifying that the covered software or hardware has been returned to the required operating condition or that the requested support action has been completed.

Government acknowledgment of a service report, training record, or support case documents receipt and initial acceptance of the service performed and does not authorize work outside the resulting contract or order.

13. End-of-Support and Coverage Changes The contractor shall notify the COR and Contracting Officer when the covered DynaCAD software, server hardware, operating environment, or service program is scheduled to become unsupported or materially changed during the period of performance.

Coverage additions, removals, system replacements, changes in supported scanner connections, or price adjustments require a written contract modification issued by the Contracting Officer before they take effect.