COMBINED SYNOPSIS -IT DOC.docx

COMBINED SYNOPSIS/SOLICITATION FOR COMMERCIAL ITEMS

General Information

Purchase Request:

Posted Date:

21-001961 April 16, 2021

Contracting Office Address Office of Purchasing and Contracts 6707 Democracy Boulevard Suite 106 Bethesda, MD 20892 Description This is a combined synopsis/solicitation for commercial items prepared in accordance with the format in Far Subpart 12.6 – streamlined procedures for evaluation and solicitation for commercial items – as supplemented with additional information included in this notice. This announcement constitutes the only solicitation; quotations are being requested, and a separate written solicitation document will not be issued.

This solicitation is a Request for Quotation. The solicitation document and incorporated provisions and clauses are those in effect through Federal Acquisition Circular 2021-03 (FEB 2021)

The associated North American Industrial Classification System (NAICS) code for this procurement is 541512 with a size standard of 27.50M.

The offeror must be an Allscripts Reseller for software, maintenance, and services and provide a Letter of Authorization as proof. If you do not provide you fail and the Solicitation will not be evaluated further.

Services will be needed for a Base year plus Four Options

Base Year: 17 Sept 2021 through 16 Sept 2022

Four Option Years: 17 Sept 2022 through 16 Sept 2023 17 Sept 2023 through 16 Sept 2024 17 Sept 2024 through 16 Sept 2025 17 Sept 2025 through 16 Sept 2026

THIS WILL BE AWARDED AS AN IDIQ TYPE CONTRACT

ITEMS NEEDED FOR SERVICE AND SUPPLIES

Statement of Work Table of Contents

Statement of Work Part I – General Information Introduction The Clinical Research Information System (CRIS) is the Clinical Research Center’s patient care information system along with the related ancillary systems that support clinical care and the collection of research data for the intramural clinical research programs of the National Institutes of Health (NIH). The CRIS provides integrated management of the NIH Clinical Center’s patient care, research, and resource utilization data.

The main component of the CRIS is the electronic medical record which is the Allscripts Sunrise Clinical Manager (SCM) application. Other Allscripts components integrated with SCM include: 1) Allscripts Sunrise Pharmacy; 2) Allscripts Sunrise Secure Health Messaging; and 3) Allscripts Security Services. Other systems interfaced with SCM include, but not limited to, laboratory suite, radiology, nutrition, scheduling, respiratory therapy, cardiology, surgery as well as patient monitoring and anesthesia devices. CRIS provides provider order entry, result retrieval, and clinical documentation functions for all NIH inpatient and outpatient visits.

Background The National Institutes of Health (NIH) is the nation’s foremost federally funded biomedical research institution. NIH is comprised of twenty-seven Institutes, Centers and Divisions and is an agency of the U.S, Department of Health and Human Services (DHHS). The Clinical Center (CC) includes the Mark O. Hatfield Clinical Research Center (CRC) which is the on-site hospital for the NIH campus, providing full support for clinical research in inpatient and outpatient settings. The CRC facility is comprised of clinical, laboratory, and administrative space with 200 inpatient beds and 90 day-hospital stations.

The Department of Clinical Research Informatics (DCRI) manages and operates the CRIS. DCRI provide services such as application administration, database administration, interface management, hardware administration for servers and desktops along with training, configuration management and project management. DCRI implemented the Allscripts Sunrise Clinical Manager in 2004 and have since successfully completed a number of upgrades, implementation of new components along with multiple integration projects.

Objectives and Scope of Work The objectives of this SOW is to award an Indefinite Delivery/ Indefinite Quantity (IDIQ) type contract for the renewal of annual license maintenance, remote monitoring services, additional application modules on an as needed basis, obtain implementation fees for those additional modules, and to replace the system hardware when it reaches end of life.

Annual Maintenance The Contractor shall provide hardware and software maintenance on the modules the Clinical Center currently owns as well as any additional items purchased through the life of the contract. The list below includes but is not limited to:

Table C.2.1

Allscripts Healthcare, LLC

become due, and place orders. The Health Manager module is a workflow-driven tool with easy navigation, visual features, reminders, the ability to quickly add historical entries, patient schedule event management, and integration with orders/ results / documents / tasks.

Allscripts Healthcare, LLC

patient’s orders. The reconciliation process can occur at different transition events in the patient’s therapy such as the patient’s admission, transfer(s), and discharge process.

Allscripts Healthcare, LLC

Prescription Writer/ ePrescribing version 18.4 The Prescription Writer provides clinicians with tools to write new and maintain existing prescriptions. Included are selection tools like user-defined favorites, client-defined favorites, and “quick lists.” Additional features include tapering dose writer, dose range checking, dose calculator, expert information, configurable alerts, and the ability to search by therapeutic drug categories.

Allscripts Healthcare, LLC

Allscripts Healthcare, LLC

*Previously, Sunrise Ambulatory access has been granted to NIH in order to run Secure Health Messaging which required Ambulatory Care in releases prior to 17.3 NIH has the option use SHM from thick client in Compass as of 17.3, which is delivered with SCM client and is not dependent on Ambulatory client.

Allscripts Healthcare, LLC

Allscripts Healthcare, LLC

Allscripts Healthcare, LLC

Allscripts Healthcare, LLC

Allscripts Healthcare, LLC

Allscripts Healthcare, LLC

Patients are able to review their latest lab results, discharge instructions, assigned education materials, wellness plans, medication lists, immunization records and more from the comfort of their homes. With the Patient Forms feature patients are able to submit forms such as toxicity questionnaires, pre-visit registration forms, contact information updates, seamlessly over the web saving time at the doctor’s office. Patients are also able to exchange secure messages (through Secure Health Messaging) with their provider, request prescription refills and appointments online.

Clinician Portal is a web based solution that allows caregivers at remote locations to securely and remotely use basic Sunrise functionality (e.g., review patient information, place an order, receive new alerts, find their patients and view demographics, review patient results using filtering criteria, review documents with the ability to view inline images, annotated images and fishbone images for results, print preview and print from the portal).

Allscripts Healthcare, LLC

FMH Portal 20.2 The Allscripts FollowMyHealth platform provides a patient owned personal health record which gives patients a friendly user interface for access to:

· Medical record info

· Clinical and Lab results

· Appointment scheduling

· Secure messaging

· Electronic forms, surveys, patient education, etc.

· Free mobile apps for Android and iOS devices with identical features as the web site

Allscripts Healthcare, LLC

· Appointment Confirmation, Cancellation, and Reminders via phone and text

· Satisfaction surveys via text

· On-demand messaging via text

· Post-Care Summaries with Patient Education via text

· Waitlist Notifications via text

· Online Scheduling to add to website

· Gaps in Care messages sent via text

· Electronic Check-in via text

· Care Plan messaging via text

· Usage Reporting and Analytics

Allscripts Healthcare, LLC

Allscripts Healthcare, LLC

Allscripts Healthcare, LLC

Allscripts Clinical Performance Management- Infection Control version 18.4

This add-on module to Allscripts Clinical Performance Management provides structured summary and surveillance reports to monitor clinically relevant conditions and events associated with the management of infectious diseases. These reports include data regarding antibiotic usage, device management, abnormal chest X-Rays and daily microbiology results.

Allscripts Healthcare, LLC

Allscripts Healthcare, LLC

THIRD PARTY

Cerner Multum Inc.

Surgical Information Systems

Surgical Information Systems

· CPT

· HCPCS

· ICD-9-DIAG

· ICD-9-PROC

· ICD-9-Billable

· ICD-10

· ICD-10-AM

· ICD-10-Billable

· ICD-10-CA

· ICD-10-CM

· ICD-10-PCS

· ICD-10-WHO (for regulatory requirements in the UK)

· SMOMED CT

· DSM-IV

Intelligent Medical Objects

SmartLinx – Device Interfaces

Remote Monitoring Services The Contractor shall provide Remote Monitoring for NIH identified key services as follows.

· Tracking host CPU and memory utilization

· Collecting statistics on key application tables

· Monitoring system and application event logs

· Monitoring automatic services on a host server and automatically restarting services that have stopped

· Monitoring inbound and outbound interfaces

· Monitoring Workflow module processes

· Checking for suspended clients

· Monitoring outbound order queues

· Monitoring Order generation queues

· Detecting failed/stuck reports on the application server

· Monitoring print servers

· Monitoring MSMQ

· Measuring state of the network between hosts

· Measuring traffic received and transmitted by the host system via its network interface

· Measuring size and fragmentation of the SQL database

· Reporting status of the production SQL jobs

· Monitoring transaction log space

· Measuring disk space usage of the disk partitions on the host servers

· Measure statistics related to disk input/output utilization

Hardware Technology Refresh The Contractor shall provide the following when the current systems hardware has reached the end of useful life.

· Hardware to refresh the current production, development, and test environments

· Hardware to refresh the current training environment

· Hardware to refresh the current SAN Production and Development environment (if applicable)

· Additional 3rd party software licenses such as Microsoft SQL or VMware.

The specific requirements for the hardware will be provided via Work Assignment (W.A.) request when it is necessary to replace the existing technology. In general the Clinical Center currently utilizes CISCO UCS and HP server technology. The Clinical Center encourages the usage of VMware ESX virtual hosting when possible to reduce the Clinical Centers server’s footprint and energy costs. The Clinical Center is standardized on EMC Storage solutions. All hardware and software items quoted shall include a five (5) year onsite 24 x7 x 4 hour response time warranty.

Upgrades and upgrade Implementations The Contractor shall provide the upgraded versions of the software listed in Table C.2.1, plus any software purchased via the life of this contract as they become available for general release:

The NIH may request contractor staff support for system configuration and implementation during the upgrade. NIH will request a proposal when applicable.

Optional Allscripts Components C.1.1.1. Upon request, the Contractor shall provide pricing for additional module/components including but not limited to the following. The pricing shall include software licensing, applicable hardware costs, annual maintenance, implementation, travel expenses, and training fees.

General Hourly Based Services C.1.1.2. The Contractor shall provide hourly pricing for additional fee for service work that may arise during the contract period. Examples include but are not limited to; additional hours for required for upgrades, implementations, services for fee based case resolution.

Training

1. The Contractor shall provide the option for training at an authorized Allscripts/SIS Training Center for classes related to but not limited to the current generally available Allscripts or SIS release, configuration, system’s administration, new modules, and MLM.

1. The Contractor shall provide the option for training provided on-site at the NIH Clinical Center for classes related to but not limited to the current generally available Allscripts or SIS release, configuration, system’s administration, new modules, and MLM.

1. The Contractor shall provide the option for training provided in outside of instructor lead education, such as online or DVD related to but not limited to the current generally available Allscripts or SIS release, configuration, system’s administration, new modules, and MLM NIH Implementation Strategy NIH will implement in a development environment, as a rehearsal, and fully test prior to upgrading the production environment.

All implementations shall occur in two phases. The first phase will include any technical preparations needed for the upgrade or new module plus the installation of any new hardware. The second phase will include the upgrade of all components.

Contractor Responsibilities The Contractor shall provide the following related services for the software provided, including, but not limited to:

Project Planning and Management The Contractor shall provide their Standard Implementation Project Plan and Schedule that outlines the tasks, timeframes, and resources required to implement the task order requirements in accordance with American National Standards Institute/Electronic Industries Alliance (ANSI/EIA) Standard 748-A, Earned Value Management Standards, May 1998. The project plan shall accurately reflect the Contractor’s labor and benchmark best practices for the implementation of the upgrade.

The NIH will develop the Detailed Implementation Plan. Within 30 days of the receiving the Contractor’s Standard Implementation Project Plan, NIH and the Contractor will finalize the details such as specific tasks, dates and resources.

NIH will provide project management, configuration, training and testing resources.

The Contractor shall perform all task order and contract management activities related to the Contractor’s resources.

The Contractor shall provide the following level of effort for planning and project management for the duration as defined in Detailed Implementation Plan; NIH estimates a six to nine month implementation for both phases of the project. Please see resource expectations listed in Attachment A.

Training The Contractor shall provide technical training, as defined in the Detailed Implementation Plan, and agreed upon by Allscripts and NIH.

Configuration Support The Contractor shall provide advice and guidance to NIH for both phases of this project as per a Detailed Implementation Plan if specified in the individual task/delivery orders.

Interfaces NIH will be responsible for required modifications to the interfaces in the testing and production environments.

Activation Support The Contractor shall provide activation support. This will include a rehearsal of the upgrade as well as the actual upgrade of production.

The Contractor shall provide on and off-site support personnel to bring the system live and to address system malfunctions as deemed appropriate by the Contract to implement the system in the production system environment of NIH per the Detailed Implementation Plan, as agreed upon by both the Contractor and NIH.

The Contractor shall participate in the review and finalization of the Detailed Activation Checklists (rehearsal and activation).

Additional Support Services Additional support services may be necessary throughout the life of this contract. The specific terms and conditions, including pricing, shall be addressed in the individual task/delivery orders.

Part II – Requirements Functional Requirements Applications / Components The current functionality of the implemented components will not be negatively impacted by the upgrade to future releases.

The end users will not lose functionality after the upgrade to future releases.

The Contractor shall have actual experience deploying the applications/components included in this SOW, in a production system operational at a client site for at least 6 months. These applications/components must be available in a general release; deployed on the same hardware platform; share the same industry standard ODBC and SQL3 compliant database system; and use the same tools for development, maintenance, and ongoing support.

· Clinical data and results review, including a clinical data repository

· Order management, including provider order entry

· Clinical decision support, synchronous and asynchronous

· Basic clinical research protocol support

· Basic clinical documentation Technical Requirements The following requirements shall be provided to upgrade the clinical infrastructure:

Infrastructure The Contractor shall provide a system release that is compatible with the networking and technology capabilities available in the Clinical Center.

Interfaces The Contractor shall provide support for the analysis of the current real-time HL7 inbound and outbound interfaces as well as any necessary updates required by this system upgrade.

System Testing NIH shall prepare test plans for each milestone of the project defined in the Performance Standards Requirements Summary, Section C.6.7 The test plans shall include the following elements:

1. Testing schedule;

2. Resources/staff/level of effort involved to complete testing;

3. Specific test scenarios;

4. Expected test results; and

5. Development of test data to support test scenarios.

NIH will perform testing and acceptance for the following testing milestones:

1. Hardware Installation - Acceptance and integration testing for hardware and operating system software required under this procurement whether Government-supplied or Allscripts-supplied. This testing must be done prior to pre-system build training. (See Performance Standards Requirements Summary, Section C.6.7.)

2. Delivery Acceptance Testing - Installation of application software and third party tools designed for testing must be complete after installation and prior to post-system build training. (See Performance Standards Requirements Summary, Section C.6.7.)

3. System Readiness - Application acceptance testing includes detailed test plans for unit and integration testing for all proposed applications and system management tools for each defined phase. The plan shall include installation, certification for use, acceptance testing and ready for go-live tests for functional and infrastructure requirements. Operational test shall include performance testing for throughput, response time, reliability and security. The Plan shall include methodology to provide the results of all testing done under this procurement in a format acceptable to the Government Project Officer. This testing must be complete after Delivery Acceptance and prior to end user training. (See Performance Standards Requirements Summary, Section C.6.7.)

4. Final System Acceptance Testing – These are detailed test designed to demonstrate that all critical go-live issues have been remediated and post-live functions are operating correctly and meet minimum performance criteria. This testing must be satisfactorily completed prior to final system acceptance. To meet final acceptance, system must operate within mandated functionality, availability and reliability standards for 90 days from final go-live. If the system “crashes” or experiences a “critical” defect, the acceptance clock will restart at 0 upon completion of repairs and resumption of live operations. (See Performance Standards Requirements Summary, Section C.6.7.)

Performance Standards Requirements Summary The Contractor shall provide hardware and operating system software sufficient to support NIH operations with following levels of response time. The script scenarios to confirm the performance will be defined in the System Acceptance test plan.

(95 % time < value below) Maximum

The Contractor shall provide hardware and operating system software sufficient to support NIH operations with following levels of performance:

Production Environment Availability

Production System shall provide for 99.5% up time availability per year once the system is implemented and beyond the initial stabilization period. This means the system is available to all users even if all hardware is not up. At this level there would be 7 minutes of unscheduled downtime per day, 50 minutes unscheduled downtime per week, or 43 hours of unscheduled downtime per year maximum.

Scheduled Downtime shall be for software and hardware upgrades, disaster recovery drills and other requirements. Scheduled downtime shall be planned.

99.5%

6 hours per quarter 100%

15 hours per quarter

Backup Operations and Testing

Migration Operations and Testing

NIH and the Contractor will jointly agree upon further clarifying the system performance just prior to go-live.

Software Releases/Enhancements during Implementation The Contractor shall maintain the system during the implementation period with software defect corrections, software enhancements, or releases.

The Contractor shall provide notice at least 2 working days prior, and notice on the installation day, of all proposed software defect corrections, software enhancements, or releases to system to Project Officer and DCRI Project Manager with appropriate release notes and updated documentation as defined in Section C.6.9 The Contractor shall provide a test plan for the new release/enhancement, patch or fix.

The Contractor shall provide the capability to allow Government to selectively implement fixes and patches to software defects; subsequent maintenance and support shall not be contingent on acceptance of a particular release, fix or patch.

System Documentation The Contractor shall provide the following system documentation, at a minimum:

· Configuration management

· Downtime recovery

· General operating instructions

· Operating procedures

· Console messages

· Security management

· Application functional for all components

· End user documentation for all components

· Interface specifications and development documentation

· Test plans

· Backup and recovery procedures and documentation

The Contractor shall provide NIH with on-line access to all documentation.

Maintenance Requirements General Maintenance Requirements The Contractor shall provide maintenance for the system as specified in this contract. Maintenance shall begin upon the installation date, acceptance date, or the date the warranty expires, whichever is later.

The Contractor shall provide Service Level Agreements (SLAs) to meet the maintenance terms and conditions defined in Section C.7.2.5. The SLAs shall address, but are not limited to the following elements: Service policies and procedures including security, Hardware and Software support, on call/on-site service priorities, thresholds, response time, resolution/fix time, reporting and escalation procedures.

The Contractor shall propose service level metrics for each SLA and provide a monthly report of the service-level metrics for measures of the service performance of the previous month.

The Contractor shall grant, in accordance with the terms and conditions contained in this contract, a non-exclusive, irrevocable and perpetual license to use the Software. This includes custom software products, e.g., interfaces, developed by the Contractor; custom software products will remain the intellectual property of the Contractor, but will be perpetually licensed to NIH under the same terms as the generally released software products.

Responsibilities of the Contractor The Contractor shall provide maintenance, including all necessary maintenance labor, repair parts, maintenance supplies, tools/utilities, test equipment, transportation, hardware, software, documentation and other related supplies and services as may be required to keep the system in good operating condition at the availability level of at least 99.5% as defined in Section C.7.

The Contractor shall provide maintenance on all software listed in Section C.6, as well as all supporting features set forth in Sections C.7 and C.8 and Attachment A, Attachments 1 that are proposed and accepted by the Government. The software to be maintained includes all of the Application Software delivered during the duration of this contract and other software that enhances the application operation. The Contractor shall fully support such software, including any Allscripts-sponsored modification or revisions thereof, at no additional cost, unless specified, for the duration of this contract, including the exercise of options.

The Contractor shall provide maintenance on all Hardware and Software that is supplied under this contract. The Contractor shall fully support such Hardware and Software including any needed Allscripts-sponsored modification or revisions thereof, at no additional cost, unless specified, for the duration of this contract, including the exercise of options.

All services under this contract shall be performed by fully trained and technically experienced personnel providing the required services in accordance with the best commercial practices without unreasonable delays or interference with Government functions. Use of trainee personnel for maintenance services on this contract shall not be allowed, except when accompanied and supervised by trained, experienced personnel capable of satisfying the support requirements of this contract.

Contractor personnel, assigned to provide on-site support under this contract, shall be fully capable technicians possessing the technical skills necessary to monitor, control, and perform the requirements of the statement of work. If Original Equipment Manufacturer (OEM) warranties require OEM certification of maintenance personnel, the Contractor shall supply personnel who are so certified.

Maintenance shall include any repairs to failures resulting from ordinary use during useful life. The Government assumes the useful life will not be less than 3 years. Maintenance shall not include repairs for damage resulting from Government accident; transportation by Government between Government sites; Government negligence; Government misuse; failure of electrical power, or air-conditioning or humidity controls; or other causes that are not the result of ordinary and/or reasonable use.

While the Contractor personnel are at the Government facility, the Contractor is responsible for compliance with all laws, rules and regulations governing conduct with respect to privacy, health and safety not only as they relate to its employees and agents.

Only new standard parts or parts equivalent to new in performance that meet the OEM specifications when used in the equipment shall be used to effect repairs. If a part is not new, it shall be identified to the Government as warranted as new. Maintenance parts shall be furnished on an exchange basis. The new parts become the property of the Government and replaced parts shall become the property of the Contractor. In no case shall the Contractor use any replacement parts in repairing equipment that would result in the OEM refusing to support the equipment. A warranty shall be provided for all replacement parts. Parts shall not be swapped or exchanged between hardware components without prior approval from the Contracting Officer or his/her designee. There shall be no additional charge for replacement parts unless such parts are necessary due to the fault or negligence of the Government or its agents as determined by the Government.

The Contractor shall acquire and install all Engineering Change Orders (ECOs) prescribed by the OEM and approved by the Government within 60 days after approval of the ECO by the Contracting Officer. The Contractor shall ensure all equipment maintained under the contract remains at the current ECO level as designated by the OEM. Allscripts-provided OEM sponsored alterations to the equipment, including ECOs, shall be made only with prior approval from the Contracting Officer or his/her designee. ECO installation and OEM technical support shall be provided at no additional cost to the Government.

Maintenance service shall not include electrical work external to the equipment, the furnishing of consumable or operating supplies other than maintenance supplies, and adding or removing accessories, attachments, or other devices placed by the Government.

Changes to maintenance resulting from Government alterations to Allscripts-supplied Hardware or Software shall be the subject of mutual agreement. Any failure to agree shall be resolved pursuant to the Disputes Clause.

Allscripts-sponsored alterations or attachments to Hardware or Software shall be made only with the consent of the Contracting Officer.

Responsibilities of the Government Subject to security regulations, the Government will provide the Contractor access to the system and any other components needed to perform the required preventive or remedial maintenance service.

The Government will provide a time for installation of approved Allscripts-sponsored modifications within a reasonable time after being notified by the Contractor that the modification is ready to be made. The time required to make the modification shall be outside the principal period of maintenance as defined in C.7, unless another time is mutually agreeable.

The Government will maintain site requirements in accordance with the equipment environmental specifications furnished by the OEM.

Government personnel will neither perform maintenance nor attempt repairs, other than those stated in the Contractor’s maintenance plan, to Hardware and Software while the Contractor is maintaining the system.

The Contractor shall have the right to inspect Government Owned Equipment (GOE) for maintainability and safety prior to accepting the maintenance responsibility. The inspection of such equipment shall be provided at no cost to the Government.

Maintenance Facilities for the Contractor The Government will provide adequate storage space for spare parts and adequate working space, including heat, light, ventilation, electric current and outlets, and telephones for the use of maintenance personnel. These facilities shall be within reasonable distance of the equipment to be serviced and shall be provided at no charge to the Contractor.

On Call/On Site Maintenance The commencement date shall be upon Delivery Acceptance.

The Principal Period of Maintenance (PPM) shall be Monday through Friday 6AM to 6PM excluding holidays. The Government reserves the right to change the PPM upon 60 days written notice. Any changes in the cost due to the change in the PPM shall be subject to mutual agreement.

In addition to the maintenance service during the stated PPM (or extensions thereof) on-call maintenance shall be provided outside the PPM.

The Contractor shall provide a contact number for placing on-call requests on a 24-hour, 7 days/week, 365-days/year basis, including holidays, for receipt of management and first line support of system problems regardless of cause. The Contractor shall make arrangements to enable its maintenance representative to receive such notification.

All calls to the Contractor point of contact shall be logged on a Problem Log and categorized, at a minimum, as follows:

1. Questions

2. Future enhancement/update request

3. Production System Problem with a manual workaround

4. Production System Problem with system degraded, i.e., Government agrees major portions of system are usable and mission workload can continue

5. Production System Problem with system

6. The Problem Log shall be accessible by the Government electronically and be searchable by type of problem to find information about problem, problem status and resolution.

The Contractor shall respond by phone with an appropriate technically qualified person within one (1) hour of the Government's request for service.

If the problem is determined to not be caused by Allscripts-provided hardware, software, operating system or third party tools, the Contractor shall provide information on potential source of problem and rationale for source identification to designated system administrator.

The Contractor shall respond to a Production System Problem, (See chart after C.7.5.12) (hardware or software) with appropriate technically qualified person within one (1) hour of the time the Government contacts the Contractor point of contact. The Contractor shall provide on-site problem resolution at no additional costs if deemed necessary by the Contractor.

Software related problems not resulting in Production System Problem, shall be responded to by the Contractor within four (4) hours. Should the Government require maintenance service for such problems outside the designated PPM or on site, the Contractor shall respond with an appropriately qualified representative within twenty-four (24) hours.

The Contractor shall provide all fixes and patches to the Production System Problem occasioned by the maintenance call within forty-eight (48) hours of the maintenance call.

If the Production System is down or major portions of the system remain unavailable or patient safety is at risk, the Contractor shall provide the fix within two (2) hours of problem determination.

Summary of Requirements C.7.5.7 – C.10.5.12 The Contractor shall provide the option to access the system remotely to review and repair system malfunctions. Such remote services shall be done in a fashion to maintain the security of the system and the integrity and confidentiality of the patient information and shall adhere to NIH security procedures.

If the maintenance representative determines additional assistance, hardware or software is necessary from an OEM to correct a malfunction that has not been corrected, the Contractor shall promptly provide such assistance at no additional cost to the Government.

The Contractor shall provide follow-up with written Malfunction Incident Reports, as described in Section C.7.6, on all problem calls submitted by the Government, including acknowledgement of receipt and preliminary response to non-Production System Problems within one week of the call.

The Contractor shall provide an escalation procedure to address malfunctions not corrected within forty-eight (48) hours of a maintenance call. The procedure shall provide for a response from an executive representative of the Contractor to a phone call from the CRIS Project Officer. The call shall develop a mutually agreeable plan and timeframe for the Contractor’s plans to correct the malfunction and shall be followed by a written report within one day of the call. In the event that such malfunction is not corrected in the mutually agreed timeframe, an appropriately qualified representative shall be dispatched to the Government site and remain at the Government site until such matters have been resolved, at no additional cost to the Government.

Non-Chargeable Maintenance Items There shall be no additional charges for the following:

· Replacement parts, unless such parts are required due to the fault or negligence of the Government;

· Software fixes and patches necessary to correct Software

· Software enhancements or updates (releases) versions as made generally…