Attach 1. PWS.pdf

Performance Work Statement (PWS)

Telestream Software and Telestream Lightspeed Hardware Maintenance Contract

Fairchild AFB, WA

18 August 2021

1. Description of Services. The contractor shall provide software updates, hardware and software support, hardware warranty replacement, and troubleshooting, for Telestream Vantage Transcode, Vantage Analysis Pro, Vantage Workflow Designer, Telestream Send to Avid Playback and Interplay Delivery, Telestream V‐Avid Advanced Avid Option, Telestream V‐ Camera, and Telestream Lightspeed systems at the Joint Personnel Recovery Agency (JPRA) 11604 W. Newkirk Road, Spokane WA, in accordance with all federal, state, and local laws, and regulations; manufacturer’s recommended standards; commercial requirements; copyright laws and this Performance Work Statement (PWS).

1.2. Scope of Work. The scope of coverage ensures the Telestream Vantage Transcode, Vantage Analysis Pro, Vantage Workflow Designer, Telestream Send to Avid Playback and Interplay Delivery, Telestream V‐Avid Advanced Avid Option, Telestream V‐Camera, and Telestream Lightspeed systems stay up‐to‐date and operational.

1.2.1. Support. The contractor shall provide fully‐trained Telestream technicians for support on Telestream hardware and software. This support includes: Diagnosis of problems; repair and replace failed hardware; software updates JPRA decides when HW and SW are upgraded.

However, upgrading may be recommended as part of the troubleshooting process.

1.2.1.1. Telestream Lightspeed Hardware requires standard replacement for Lightspeed.

This shall be at least Monday through Friday, 6:00AM – 6:00PM Pacific Standard Time (PST) excluding holidays with 6‐8 hour response time during regular business hours, including 24 hour access to Customer Portal Knowledgebase and educational content. If Telestream determines our hardware needs to be replaced or contractor’s authorized Telestream technician determines our hardware needs to be replaced, contractor shall assure that Telestream will ship a direct permanent replacement unit to our location. This will include pre‐paid overnight freight of permanent replacement. Due to the nature of the DoD work performed on‐site, return of the defective unit will not be possible. The contractor shall provide technical support via telephone for Critical Issues Monday through Friday, 6:00AM – 6:00PM Pacific Standard Time (PST). The contractor shall use reasonable commercial efforts to address these calls within 4 hours. JPRA will not be able to send hardware parts or logs to the contractor, due to the nature of the government work. In addition, JPRA will not allow remote access to any of the Telestream systems. If needed, JPRA may be able to send proof of hardware destruction by sending a top plate, rear panel, etc. Contractor will use reasonable commercial efforts to ensure Next Business Day dispatch from Telestream depots. The contractor will make

FA462021QA146

Attach 1. PWS available to JPRA software patches and software and firmware updates. “Updates” are any of the following: maintenance releases and software feature releases (also called software upgrades.) When applicable, the contractor may also distribute bug fixes.

1.2.1.2. Telestream Vantage Transcode, Vantage Analysis Pro, Vantage Workflow Designer, Telestream V‐Avid Advanced Avid Option, Telestream V‐Camera requires Silver level support Monday through Friday, 6:00AM – 6:00PM Pacific Standard Time (PST) excluding holidays with 6‐8 hour response time during regular business hours, including Contractor shall assure JPRA has 24 hour access to Telestream Customer Portal Knowledgebase and educational content. JPRA will not be able to send logs to the contractor, due to the nature of the government work. In addition, JPRA will not allow remote access to any of the Telestream systems.

Repairs. The contractor is responsible for all hardware and repair costs necessary to assure system functionality. To include but not limited to the diagnosis of problems; repair and replacement of failed hardware; software updates; and priority escalation at Telestream’s discretion.

1.3. Response Times.

1.3.1. Telestream Lightspeed: Shall be Monday through Friday, 6:00AM – 6:00PM Pacific Standard Time (PST) excluding holidays with 6‐8 hour response time during regular business hours. Contractor shall assure JPRA has 24 hour access to Telestream Customer Portal Knowledgebase and educational content.

1.3.2. Telestream Vantage Transcode, Vantage Analysis Pro, Vantage Workflow Designer, Telestream V‐Avid Advanced Avid Option, Telestream V‐Camera: Shall be Monday through Friday, 6:00AM – 6:00PM Pacific Standard Time (PST) excluding holidays with 6‐8 hour response time during regular business hours. Contractor shall assure JPRA has 24 hour access to Telestream Customer Portal Knowledgebase and educational content.

1.3.3. All: English speaking, priority telephone support, via a toll free number, shall be available from 0600‐1800 PST (Monday – Friday).

1.4. Proof of Credentials

1.4.1. Contractor must provide appropriate credentials and confirmation from Telestream that they are authorized to provide support for Telestream hardware and software.

This information shall be provided along with the contractor submitted quotation and no award will be made without adequate proof of contractor credentials.

2. General Information.

2.1. Hours of Operation. This work center is

staffed during normal business hours; Monday‐Friday, 0700‐1630, excluding some federal holidays. The observed date for federal holidays can be found on the OPM.gov site under holiday schedule.

3. Appendices.

Appendix A – Equipment List

Appendix A – Equipment List Telestream Lightspeed

‐ Serial Number S16746328C00278

Telestream Software

‐ V‐XCPROCONN‐SW (includes Vantage Workflow Designer, SD & HD transcoding for proxy, web, edit, broadcast server, and MXF formats including IMF and DPP)

‐ V‐AVID

‐ V‐ANLZ‐PRO‐SW

‐ V‐CAMERA‐SW