A04_SOW.docx

Department of the Interior National Park Service Midwest Region Buffalo National River Cuyahoga Valley National Park Gateway Arch National Park Indiana Dunes National Lakeshore Mount Rushmore National Memorial Scope of Work and Specifications of Requirement for CIS CAD Software Maintenance and Support

National Park Service in the Midwest Region which includes 5-Dispatch Centers, purchased a Computer Information System (CIS) Computer Aided Dispatch (CAD) (Gen6) System with State Interface in 2020. The 5-MWR Dispatch Center are at Cuyahoga NP, Indiana Dunes NP, Gateway Arch NP, Buffalo River NR and Mount Rushmore NM. MWR’s CIS CAD is currently running in a Virtual Environment housed on National Park Service Servers in the Omaha, NE MWRO Data Center. This requirement is for the CIS Support Service for maintenance and support of the CAD system through a Firm Fixed Price contract. A 1-year Base contract with 2 Option Years will be solicited. With First Year running 03/01/2025 to 02/28/2026. Cost for Base Year and Option Years 1 thru 2 will be Listed in Quote.

Requirement To Include:

24-hour Support services 7 days a week, 365 days a year to include software revisions, updates, remote diagnostic support, and correct any errors through remote and/or onsite services to ensure National Park MWR CIS CAD System has continued uninterrupted CAD services and is within constant operation specification. This service is to reflect the CIS Maintenance and Support Services plan listed below:

CIS’ Professional Development, Engineering and Support Staff provides its Software Maintenance and Support Services (“CIS Support Services”). CIS agrees to provide CIS Support Services 24x7x365 for the System(s) and will make all reasonable efforts to “Correct Errors” reported by the User. An “Error” is defined herein as the failure of an installed System or Interface to substantially meet its Operational Specifications.

CIS efforts to Correct Errors are defined as Technical Programmatic Measures (“Measures”) taken by CIS’ analysts/programmers to resolve/eliminate an Error that has occurred in an operator’s use of the System. Such Measures may take the form of a Configuration Change, Code Table Adjustment or Modification of the Software Program(s) involved. Configuration Changes and Code Table Adjustments may be made shortly after the Error is diagnosed and delivered to the User.

A “Hot Fix” is a programmatic change made to a Software Program that is not linked to other Programs that may be released to the User(s) upon completion and testing. A Hot Fix Modifications Software Program may be made only to a Software Program that is not “Cascade Software Programs.”

Cascade Software Programs are those linked to other Software Programs. A Modification to a Cascade Software Program involves programmatic changes to two (2) or more Software Programs. A Modified Cascade Program(s) will generally be released with the next Release because the entire System is subject to lengthy Quality Assurance Testing.

Should CIS find that a reported Error or Performance Problem is not in its System(s) or operational procedures, CIS will advise the User accordingly. In the event that the Error or Performance Problem has resulted from the Machine Environment of the User’s facility (power, HVAC, UPS, etc.) not complying with the Network Technology Vendor’s specifications, CIS will advise the User and the User will take measures to upgrade and maintain the proper Machine Environment as recommended by CIS. If the Error or Performance Problem is a result of User modifications, third party software third party access or unreported Workstations, CIS will advise the User and the User will cooperate with CIS to remove all User modifications and/or third-party access and/or upgrade Network Technology to accommodate unreported Workstations, Mobiles or increases in transactions substantially beyond the transactions provided by the User to CIS for its initial specifications of the Network Technology.

Contractor agrees to provide CIS Support Services 24x7x365 to assist the User personnel by telephone with questions relating to the functional operation and technical issues of the System(s). CIS will use Zoom or Go-To-Assist to facilitate direct access to a User’s Workstation. This facility enables CIS to render direct and immediate support to the operating staff reporting an Error or requesting Support.

CIS agrees to provide Professional Network Technology Diagnostic Support Services (“Diagnostic Support Services”) 24x7x365 for analysis, diagnosis and remedial coordination of Network Technology vendor(s) involved for Network Hardware, Networks and Computer Hardware if Network Technology Support Services are scheduled herein. CIS will support the User and Network Technology vendor(s) until System restoration. User agrees to maintain, at all times, a valid current backup copy of the entire System Library and most Current backup(s) using only the Backup System Software installed or recommended by CIS of the data files to enable restoration of the System(s) when required.

Current backup is defined as twenty-four (24) hours or less. Additional data may be lost from that entered since the last backup.

User agrees to provide CIS wideband electronic access to User’s Server and Workstations using Zoom or Go-to-Assist to enable and facilitate CIS’ Maintenance and Support Services. CIS maintains an FBI/CJIS Facility Security Plan and its management and program staff involved in CIS Support have FBI clearance for that purpose.

System Upgrades Contractor provides version upgrades and generation upgrades (Gen6 to Gen7 CAD) at no additional cost.

Documentation CIS provides downloadable copies of System Documentation including:

• Installation Guides

• User and Training Manuals

• Code Table and Security Manual