Statement_of_Work_MAMS-NRC.docx

Statement of Work

Statement of Work (SOW) for:

Dalet Plus and Dalet Radio Suite HD (RSHD) Annual Software Support Services

I. Introduction -

The Voice of America (VOA), the Broadcasting Board of Governors (BBG), and the Internationally Broadcasting Bureau (IBB) purchased the Dalet Plus and RSHD Media Asset Management (MAM) solutions in 2008 and included options to renew annual software support services through the end of 2015. VOA/BBG is now soliciting responses to this statement of work from qualified candidates that can meet our requirements for software support services.

II. Scope of Work –

The Contractor shall provide resource(s) to accomplish the objective detailed below:

a. Provide software support for Dalet Plus and RSHD VOA/BBG users.

b. Provide software support services for reproducible malfunctions reported of the Dalet Plus and RSHD software that prevent them from performing in accordance with documentation provided by Dalet Digital Media Systems. The following Dalet products are licensed by VOA/BBG and will be covered under this contract:

Newsroom Control System (NRCS) WebSpace FIFO and FIFO Backup Media Cutter and Logger Archive Audit Trail Avid XTend Adobe Xtend Application Programming Interface (API) Omneon Ingest Audio Automation – 5.1e Radio Suite HD (RSHD) RSHD Automation – Mobile Streams OneCut Netback

c. Provide a method for categorizing incidents reported based on this criteria:

d. Provide responses to incident reports based on three stages:

e. Provide response times for incidents reported based on the severities detailed below:

f. Provide access to support services via telephone to VOA/BBG Designated Administrators on 24 hours x 7, 365 day basis.

g. Represent and warrant that in providing the software support services provider shall use a level of skill, diligence, care and expertise commensurate with industry standards; and perform the support services in a professional and workmanlike manner.

h. Provide software support services as an independent contractor. Nothing in this agreement will be construed to imply an employment, joint venture, lease, partnership, of agency relationship between the parties.

i. During the term of this agreement, provide free of charge to VOA/BBG with corrections, updates, improvements and modifications of current generation of the software which are generally released from time to time by Dalet.

j. Assumptions:

1. VOA/BBG and contractor will mutually agree on the actual date the base tasks will take place.

2. Contractor will perform the work associated with the base tasks offsite and connect to the VOA/BBG installation remotely, if needed.

3. Software support services do not include support for specific development work for customized modules necessary when upgrading to a new release of the software, or to developments done by VOA/BBG or a Third Party based on one of Dalet’s Application Programming Interfaces (APIs).

4. VOA/BBG will use reasonable efforts to find solutions - by using manuals, documentation, experience and knowledge - before initiating a support request.

5. VOA/BBG will keep a record of system performance and a record of system architecture including, but not limited to: operating systems, servers, network topology, network configuration, firewalls, third party products, etc.

6. VOA/BBG will accurately describe either by phone or by e-mail, the error encountered and the circumstances under which it occurred, following standard error report format.

7. VOA/BBG will give known information at the outset of a support request, of any relevant actions or changes made by VOA/BBG to the supported system or equipment with which the supported system interacts.

8. VOA/BBG will reasonably determine the error severity.

9. VOA/BBG will collect information on the Software and versions involved; hardware, OS, and other appropriate configurations.

10. VOA/BBG will collect log files, configuration files, and other information needed to identify the nature of the error.

III. Major Duties –

Provide technical software support services described under II. Scope of Work.

IV. Deliverable Documents –

Detailed Terms and Conditions and Quote for technical software support service described under II. Scope of Work for a period of performance beginning 01 February 2016 through 30 November 2016. Provider will also be considered for subsequent renewal options for up to four years.

V. Acceptance –

Final acceptance of the terms contained in the deliverable documents described will be at the discretion of BBG Contracting Officer (CO) and Contracting Officer Representative (COR).

CO:

Diane Sturgis dsturgis@bbg.gov 202-382-7849

COR:

Michael Hunt mhunt@bbg.gov 202-382-7464

VI. Point of Delivery –

All deliverables will be located in the BBG, located at 330 Independence Avenue, SW, Cohen Building.

VII. Knowledge Required –

Key personnel must have in-depth knowledge and demonstrated experience in providing software support for Dalet Plus and RSHD and fully understand the inter-dependencies among the products.

VIII. Period of Performance –

Initial period of performance will be twelve (10) months from the Date of the Contract Award. The estimated award date is February 1, 2016. There will be an opportunity for renewal options up to four (4) subsequent years.