75P00126Q00013_Requirements Document.pdf
PDF 164 KB Posted
- Attached to
- NextGen Software Support and Maintenance Federal contract opportunity
- Solicitation number
- 75P00126Q00013
- Issued by
- Not on record
About this file
This is a Statement of Work (SOW) for a firm fixed price purchase order for NextGen Software Support and Maintenance services for the National Eye Institute (NEI) at the National Institutes of Health (NIH). The contract covers a 12-month period of performance from the date of award and requires services to be performed at 10 Center Drive, Building 10, NIH/NEI, Bethesda, MD 20892.
The contractor must provide software maintenance and technical support services including software updates, telephone technical support, and unlimited clinical technical telephone support with defined response time objectives. Support services are prioritized into four tiers: Priority 1 (Critical) requires one-hour response time with 24x7 coverage 365 days per year and applies to complete system crashes affecting entire user communities; Priority 2 (Urgent) requires two business hours response time during 8:30 AM - 8:30 PM Eastern business days and addresses serious operational interruptions; Priority 3 (Important) requires one business day response time for issues causing minor performance degradation; and Priority 4 (Minor) requires two business days response time for inquiries with no business impact. The contract includes maintenance for one First Data Drug Database Annual License, five interface maintenance agreements (Demographic Interface, HL7 Lab Interface, ZEISS Forum Order Export/Document Import, Rad Orders/Results w/Merge, and Lab Results Only Interface), and multiple NextGen EMR license maintenance agreements covering one server license, 11 provider licenses across three versions, and 10 EAS provider licenses. All pricing is listed as "TBD" (to be determined) with monthly payment made in arrears upon delivery and acceptance of services. The contractor must replace defective software at no additional cost to the government and provide emergency support services at no additional expense.
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Text version
75P00126Q00013
1.0 Introduction/Overview
Title: NextGen Software Support and Maintenance
1.1 Background
The National Eye Institute (NEI), National Institutes of Health (NIH) uses NextGen software products for clinical and research documentation for the intramural clinical program. The software is mission-critical to patient care, clinical operations, and compliance with applicable regulatory requirements. Access to NextGen maintenance and technical support is required to ensure system availability, functional integrity, and timely resolution of software-related issues.
1.2 Scope
The Contractor shall provide software maintenance and technical support services for NextGen software products in use in the Clinical Center, National Eye Institute (NEI), NIH. Such support services include but are not limited to software updates and telephone technical support for the use and configuration of the software on the platforms used at NEI’s Clinical Center.
1.3 Objectives
The objectives of this effort are to:
- Maintain an operational, supported version of the NextGen software;
- Ensure timely access to technical assistance for software-related issues; and
- Support continuity of clinical and research documentation operations.
1.4 Type of Contract
This is a firm fixed price purchase order.
1.5 Consideration and Payment
In consideration of satisfactory performance of the work as described throughout this contract, the Contractor shall be paid a monthly fixed price for the services identified below. Payment shall be made monthly in arrears upon the delivery and acceptance of the services required.
Category
Product
Product Description
Quantity
TOTAL
Annual License 500-300-100035 FIRST DATA DRUG DATABASE
WITH INTEGRATED
1 $TBD
Interface Maintenance
200-120-100110 DEMOGRAPHIC INTERFACE 1 $TBD
Interface Maintenance
200-120-100110 HL7 LAB INTERFACE 1 $TBD
Interface Maintenance
200-125-100125 ZEISS FORUM ORDER
EXPORT/DOCUMENT IMPORT
1 $TBD
Interface Maintenance
200-125-100505 Rad Orders/Results w/Merge 1 $TBD
Interface Maintenance
200-120-100415 Lab Results Only Interface with
1 $TBD
License Maintenance
100-400-199005 NEXTGEN EMR SERVER
LICENSE 3
1 $TBD
License Maintenance
100-400-199005 NEXTGEN EMR PROVIDER
LICENSE 3
5 $TBD
License Maintenance
100-400-199005 NEXTGEN EMR PROVIDER
LICENSE 3
6 $TBD
License Maintenance
100-010-100000 Nextgen EAS provider license 10 $TBD
License Maintenance
100-010-100000 SW LIC, EHR Provider, NGE 11 $TBD
TOTAL FFP
AMOUNT
$TBD
2.0 Requirements
2.1 Tasks
2.1.1 SOFTWARE UPDATES
The Contractor shall provide Software Service and updates in accordance with the manufacturer’s latest established service procedures, to include telephone access to technical support for use of program software and troubleshooting of the operating systems, at no additional cost to the Government. The contractor shall receive advance approval for the installation of all software updates and revisions from the Government.
Defective software shall be replaced at no additional cost to the government.
The Contractor shall provide unlimited clinical technical telephone support according to the response times outlined below.
2.1.2 SUPPORT SERVICES
Determining Response Times
The Contractor's response times and actions to resolve software maintenance issues are determined based on the assessment of the reported technical issue's impact on the government's business. The greater the business impact, the higher the priority assigned, initially set by the government.
The Contractor’s support consultant may adjust the priority, based on the government's information and/or subsequent diagnosis or remediation efforts, and the availability of a workaround pending final resolution.
Response Time Objectives
The Contractor's Help Desk adheres to the following response time objectives based on case priority:
• Priority 1: One-hour response time, 24x7 support, 365 days a year
• Priority 2: Two business hours response time, 8:30 AM - 8:30 PM Eastern each business day
• Priority 3: One business day response time, 8:30 AM - 8:30 PM Eastern each business day
• Priority 4: Two business days response time, 8:30 AM - 8:30 PM Eastern each business day
*Response times commence from the time the Client has properly logged a case within the Company’s online support center.
Priority Definitions
CRITICAL (Priority 1): The problem results in extremely serious interruptions to a production system, affecting or potentially affecting the entire user community. Tasks cannot be executed due to a complete system crash or interruptions in core functions. Data integrity is compromised, requiring immediate processing to prevent financial losses.
URGENT (Priority 2): The problem causes serious interruptions to normal operations, negatively impacting an enterprise-wide installation or urgent deadlines. Important tasks cannot be performed, but essential operations are not impaired. Processing can continue in a restricted manner, though data integrity may be at risk. In a preproduction environment, deployment of an enterprise installation is hindered.
IMPORTANT (Priority 3): The problem interrupts normal operations but does not prevent the operation of a production system. There may be minor degradation in performance, attributed to malfunctioning or incorrect software behavior.
MINOR (Priority 4): The problem results in minimal or no interruption to normal operations, with no business impact. Issues include "how to" questions, inquiries related to APIs and integration, installation and configuration, enhancement requests, or documentation questions.
2.1.3 EMERGENCY SERVICE
Emergency support services shall be provided during the term of this contract at no additional cost to the government. Upon receipt of a Priority 1 case, the contractor shall respond within the targeted response time and, if the issue is confirmed by the support consultant to qualify as Priority 1, shall attempt to restore the NextGen-dependent systems to normal and efficient operating condition.
3.0 Deliverables
Support shall be documented within the NextGen Support community system with ticket status and resolution emailed to the government representative.
4.0 Period of Performance
The period of performance shall be 12 months from the date of award.
5.0 Place of Performance
Services shall be performed at the following location:
10 Center Drive Building 10 NIH/NEI Bethesda MD 20892
| Determining Response Times |
| Response Time Objectives |
| Priority Definitions |
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