DSIG_eLIMS_Gold_Support_Agreement_Proposal_FY26_27__3_.pdf

Data Systems Integration Group, Inc.

Proprietary and Confidential

Data Systems Integration Group, Inc.

Gold Level Support Proposal for

Ohio Department of Health – Revolution Dx eLIMS

Version 1.0

04/21/2025 eLIMS Support Proposal

Ohio Department of Health (ODH) i Gold Level Support Proposal for ODH – Revolution Dx eLIMS

April 21, 2025 Proprietary and Confidential

Table of Contents

1 Executive Summary

2 Service Level Agreement Definitions

3 Scope

4 Assumptions

5 Invoicing Terms

6 Pricing

Ohio Department of Health (ODH) 1 Gold Level Support Proposal for ODH – Revolution Dx eLIMS

1 Executive Summary

The Ohio Department of Health (ODH) seeks a Gold-level Maintenance and Operations (M&O) Support Agreement with Data Systems Integration Group, Inc. (DSIG) for the RevolutionDx eLIMS system, covering the period from July 1, 2025 through June 30, 2027. This standalone support plan is designed to deliver comprehensive system maintenance, timely upgrades, and targeted enhancements that keep pace with the evolving needs of ODH’s public health laboratories.

DSIG’s Gold-level agreement builds upon its tiered support model to provide end-to-end service coverage:

• Bronze Level: Core helpdesk support and reactive break/fix maintenance for the current system.

• Silver Level: Includes Bronze support plus system upgrade services (e.g., bug fixes, patches, and version updates).

• Gold Level: Includes Bronze and Silver services, with the addition of new feature enhancements to improve efficiency, usability, and functionality.

As part of the Gold tier, DSIG will deliver approximately 12–18 system enhancements per fiscal year, jointly defined with ODH at the start of each year. These enhancements are designed to extend the capabilities of eLIMS in a thoughtful, collaborative way—for example, by introducing a new laboratory instrument interface to streamline data capture and reduce manual entry.

To support any unforeseen or urgent needs outside the planned scope, the proposal also includes an optional 120 hours per year of time-and-materials (T&M) Lead/Senior Developer support, which can be activated by ODH as needed.

By selecting DSIG’s Gold-level support, ODH secures a proactive, high-touch partnership focused on the quality, stability, and continued advancement of the eLIMS system. DSIG is fully committed to supporting ODH’s mission and recognizes the critical role eLIMS plays in public health operations. Our team will respond to support needs with urgency, professionalism, and transparency—and where issues fall outside the agreed scope, we will clearly communicate options and provide guidance.

We appreciate the opportunity to present this proposal. Should any questions arise, or if refinements are needed to better meet ODH’s objectives, we welcome that dialogue. Upon acceptance, DSIG is prepared to continue providing uninterrupted support beginning July 1, 2025.

Ohio Department of Health (ODH) 2 Gold Level Support Proposal for ODH – Revolution Dx eLIMS

2 Service Level Agreement Definitions

The information below outlines DSIG’s Bronze, Silver, and Gold support tiers for ODH, with each increasing service level building on the previous one. These definitions clarify the services provided at each tier, culminating in the Gold level which ODH has selected for this agreement.

Bronze Level Service (Tier 2 Support – Existing Level) Description: Bronze support includes helpdesk assistance and reactive break/fix maintenance for the eLIMS system. DSIG addresses technical issues and defects as they arise, performing root-cause analysis and applying fixes or workarounds to restore functionality. This level focuses strictly on maintaining the current system’s operation; no new features or enhancements are within scope at the Bronze tier. ODH can report issues at any time, and DSIG will respond to restore normal operations, ensuring ODH can continue to generate accurate, timely laboratory results for customers. Access to DSIG’s expert development staff is minimal at this tier – involvement of senior technical resources occurs only on a case-by-case basis for critical system issues that significantly impede laboratory functions.

Silver Level Service (Tier 3 Support – Proposed Addition) Description: Silver support includes everything in Bronze plus comprehensive system upgrade services.

An “upgrade” constitutes improving or updating the software to a newer version or release. Under Silver tier, DSIG will apply all relevant bug fixes, patches, minor updates, and any major version upgrades of the RevolutionDx eLIMS software that become available during the term. This ensures eLIMS stays up-to-date with the latest improvements and error corrections. Silver support also provides ODH with greater access to DSIG’s expertise beyond the helpdesk for complex issues related to laboratory workflows. For example, Silver support can address advanced configuration questions (such as case log functionality or batch label printing issues), assist with moving samples between different testing sections in the software, and advise on using eLIMS features to improve overall lab efficiency.

Ohio Department of Health (ODH) 3 Gold Level Support Proposal for ODH – Revolution Dx eLIMS

Gold Level Service (Tier 4 Support – Selected Level) Description: Gold support includes all services from the Bronze and Silver levels plus enhancement services to add new functionality or performance improvements to RevolutionDx eLIMS. An enhancement is a scoped addition or improvement to the existing system – for example, introducing new features, improving the user interface, or increasing processing efficiency. Enhancements are typically driven by ODH’s process improvement initiatives and evolving requirements, and they are intended to improve user experience and expand eLIMS capabilities beyond its base state. Under the Gold tier, a select number of enhancement projects will be agreed upon at the start of each service year and delivered as part of the support agreement. These enhancements will augment the system’s performance, functionality, and usability for ODH staff and stakeholders. Because new features are being introduced and more complex changes undertaken at this level, ODH will have regular access to DSIG’s senior developers, business analysts, and other expert staff throughout the enhancement development process.

At this level, ODH can expect to receive approximately 12–18 identified enhancements per year, depending on the complexity of each enhancement. Early in the contract term (and annually thereafter), DSIG and ODH will collaborate to define the enhancement projects to be accomplished during that year of support. Each agreed enhancement will be designed and implemented to align with ODH’s priorities and to improve the system’s effectiveness for end-users. Throughout the Gold support process, DSIG remains responsible for all underlying maintenance, bug fixes, and upgrades (from Bronze/Silver) while also managing these enhancement projects. This ensures that ODH benefits from new capabilities without sacrificing the stability or reliability of the eLIMS platform.

Example Project (Gold Level):

• Project 1: Create a new laboratory instrument interface for eLIMS. In this enhancement, DSIG would develop and deploy an integration that connects a specific lab instrument directly to eLIMS for automatic data import. This added functionality would streamline workflows by eliminating manual data entry for that instrument, thereby improving efficiency and reducing the risk of transcription errors.

(Note: Platinum level service, which would add custom development of entirely new modules or major system expansions, is outside the scope of this agreement. This proposal is confined to Gold-level support.)

Ohio Department of Health (ODH) 4 Gold Level Support Proposal for ODH – Revolution Dx eLIMS

3 Scope DSIG proposes the Gold Maintenance Plan for ODH’s eLIMS, commencing July 1, 2025 and running through June 30, 2027. This plan is designed to meet ODH’s ongoing support needs by incorporating all core support features of the lower tiers (Bronze and Silver), together with dedicated enhancement services unique to the Gold tier. In practice, the Gold plan provides ODH with full coverage of routine maintenance, issue resolution, and system upgrades, plus a defined set of enhancements each year to extend or improve eLIMS functionality in line with ODH’s evolving requirements.

Under this Gold support agreement, DSIG and ODH will agree on a portfolio of enhancement projects at the start of each fiscal year. Across the two-year term, ODH can expect approximately 12–18 enhancements per year to be delivered (with the exact number depending on the size and complexity of each enhancement). These enhancements will be scoped and prioritized collaboratively, ensuring they target high-impact areas such as workflow efficiency, new instrument integrations, reporting capabilities, or user interface improvements. For example, an enhancement project might involve adding a new electronic interface to connect eLIMS with a laboratory instrument or an external system, thereby streamlining data flow and reducing manual work for ODH lab staff. All chosen enhancements will be designed to integrate smoothly into the existing eLIMS architecture without disrupting ongoing operations.

In addition to enhancement delivery, the Gold plan scope covers all standard maintenance and operational support activities. DSIG will provide responsive helpdesk support for system issues, perform bug fixes and troubleshooting as needed, and apply all relevant eLIMS updates or patches (ensuring ODH’s system stays current with vendor-released improvements, as included in Silver-level service).

Throughout the support term, DSIG will also conduct important recurring maintenance tasks such as an annual security penetration test and an annual performance test on the eLIMS system, helping to proactively identify and address any vulnerabilities or performance bottlenecks. Additionally, DSIG will maintain a dedicated development environment for eLIMS and manage the RevolutionDx software licensing on ODH’s behalf, so that ODH’s labs always have access to a properly licensed and fully supported LIMS platform. These activities are included as part of the Gold support scope and are factored into the annual pricing.

It is understood that ODH will continue to host the primary eLIMS environments (Test, Stage, and Production) within the State’s IT infrastructure (the Ohio OIT AWS cloud tenant). DSIG’s team will remotely support and enhance those environments as outlined. Any software enhancements or upgrades developed by DSIG will be deployed in coordination with ODH’s IT staff to the ODH-hosted environments following approved change control procedures.

Out-of-scope work: The scope of this Gold-level agreement is carefully defined to include routine support, upgrades, and the agreed-upon enhancements. Any requests for work that go beyond these commitments – for instance, a new feature or project not initially planned – will not be undertaken without prior approval through a change control process. In such cases, DSIG and ODH would discuss and formally agree on the additional scope, timeline, and cost (for example, utilizing the optional support hours or a separate contract) before DSIG proceeds. This ensures that no implicit expansion of responsibilities occurs beyond what is agreed in this Gold support plan. By maintaining a clear scope and a collaborative planning approach, the Gold Maintenance Plan ensures that all delivered services align with ODH’s priorities and that both parties have a mutual understanding of the work to be done. This focused scope, combined with regular communication, allows DSIG to provide high-quality support and enhancements efficiently, and gives ODH confidence that the eLIMS system will continuously improve in a controlled, predictable manner.

Ohio Department of Health (ODH) 5 Gold Level Support Proposal for ODH – Revolution Dx eLIMS

4 Assumptions To ensure a successful engagement and protect both ODH and DSIG from risk, the following assumptions and conditions apply to the Gold-level support agreement:

• Prioritization of Deliverables:

o ODH will prioritize bug fixes, upgrades, and enhancement requests for DSIG according to urgency, regulatory deadlines, and overall impact on laboratory operations. Priority rankings will guide DSIG’s workflow. All prioritization decisions will be confirmed by the

ODH Project Sponsor or an appointed designee, ensuring they align with ODH’s mission-critical objectives and strategic goals. If ODH needs to reprioritize items (for example, if an emerging public health issue requires shifting focus), ODH will provide formal notification with updated guidance. Changes in priority may affect delivery schedules and resource allocation, and DSIG will adjust plans accordingly after mutual discussion.

• Flexibility in Priorities and Requirements:

o ODH retains the right to modify requirements or request changes to the eLIMS application as needs evolve. However, significant changes or new requirements introduced after the yearly enhancement plan is set may impact the project timelines and cost. Any re-prioritization or new requirement outside the original scope will be reviewed jointly. Requests for such changes originating from ODH lab staff must be vetted and approved by the ODH Project Sponsor (or designee) to avoid scope creep. This process ensures that all parties clearly understand the implications of changes and that the support effort remains focused on agreed objectives.

• Collaborative Scheduling and Resource Allocation:

o ODH and DSIG will work together to schedule enhancement delivery and maintenance activities. The timeline for each fix, upgrade, or enhancement will consider ODH’s operational calendar, the complexity of the task, and the availability of staff on both sides.

DSIG will provide regular progress updates. If any risks arise—such as a potential delay due to an especially complex issue or resource constraints—DSIG will raise these issues promptly. Both parties will collaborate on any necessary adjustments to timelines or resource assignments, minimizing disruption and ensuring critical needs are met on time.

• Management of Defects, Issues, and Enhancements:

o DSIG will utilize a structured issue-tracking system accessible to ODH to log all reported defects, issues, and enhancement requests. The DSIG Project Manager (PM) will coordinate closely with an ODH-assigned lead to manage the ticket queue. Together, they will oversee issue triage, resolution progress, and testing of fixes/enhancements.

DSIG will ensure that all issues are addressed in a timely manner consistent with their priority. Status updates (including the number of open issues, their priority, and resolution progress) can be provided in monthly reports to ODH. This transparent tracking and reporting mechanism keeps ODH informed and helps both parties ensure nothing falls through the cracks.

o Note: Enhancements that are not used within a given fiscal year do not automatically carry over. Any rollover of enhancements into the next fiscal year must be mutually agreed upon by DSIG and ODH in writing.

Ohio Department of Health (ODH) 6 Gold Level Support Proposal for ODH – Revolution Dx eLIMS

• ODH Resource Commitment:

o ODH commits to providing the necessary business and technical resources to support the M&O activities. This includes making available key personnel for tasks such as requirements definition and approval (for enhancements), user acceptance testing (UAT) of delivered fixes/enhancements, and coordination of deployment/release activities in

ODH’s environments. Timely feedback and participation from ODH staff (e.g., testing a bug fix or reviewing an enhancement design) are critical to the schedule. If ODH resources are unavailable for a period (due to other duties or unforeseen circumstances), it may delay the completion of certain tasks; such delays will be communicated, and schedules will be adjusted as needed. Both ODH and DSIG acknowledge the importance of active collaboration and will strive to ensure that staff are available as required to meet agreed timelines.

• Hosting and Environment Management:

o It is assumed that ODH (through the State of Ohio’s IT resources) will continue to host and maintain the Test (TST), Stage (STG), and Production environments for eLIMS. This is currently hosted on the Ohio Information Technology (OIT) AWS Tenant. This includes responsibility for the underlying infrastructure (servers, networks, databases, and associated cloud services) and third-party applications integrated with eLIMS (such as

PowerBI for reporting or faxing systems, as currently deployed in ODH’s AWS environment). DSIG’s support will rely on the stability and availability of these ODH-managed environments. Any infrastructure-related issues (e.g. network outages, hardware failures, AWS service issues) are outside DSIG’s control and are not considered software support issues. DSIG will assist in diagnosing problems to determine if they are infrastructure-related, but ODH is responsible for resolving infrastructure and third-party application problems.

• Inclusion of Essential Testing and Licensing:

o The pricing for this Gold support agreement covers several essential eLIMS support activities in addition to labor. Specifically, DSIG will conduct an annual application security penetration test as well as an annual performance/load test on the eLIMS system. Findings from these tests will be reviewed with ODH to plan any remediation within the support scope. Additionally, DSIG’s costs for hosting the dedicated development environments for eLIMS (used by DSIG to develop and test enhancements) are included in the price, as are the RevolutionDx software licensing fees for eLIMS during the support period. In other words, ODH will not be separately charged for DSIG’s proprietary software licensing or DSIG’s own hosting of development instances – those are bundled into the annual support cost. (For clarity, this agreement does not include the provision of a SOC2 Type II audit report or certification. Should the State of Ohio or ODH require SOC2 compliance certification for the system, that would involve a separate effort outside the scope of this support contract.)

• Additional Resources for Accelerated Schedules:

o If ODH requires an accelerated schedule for a particular enhancement or an influx of additional work (for example, multiple high-priority changes that need to be completed in a short time frame), DSIG can provide additional development resources beyond the normally allocated team upon mutual agreement. In such a case, DSIG and ODH would

Ohio Department of Health (ODH) 7 Gold Level Support Proposal for ODH – Revolution Dx eLIMS discuss the scope of acceleration and any associated impact on cost or other project commitments. The goal is to remain flexible – DSIG is willing to scale up efforts if urgent needs arise, but this will be done in a controlled manner with ODH’s approval to ensure that any change in resource allocation is understood and agreed by both sides.

• Regular Alignment Meetings:

o DSIG and ODH will hold monthly executive check-in meetings (or a frequency agreed upon by both parties) throughout the support period. In these meetings, leadership and key project stakeholders from both sides will review the status of support activities and enhancements, discuss any new or shifting ODH priorities, and address any concerns or risks. This regular communication at an executive level helps maintain alignment between ODH’s strategic needs and DSIG’s day-to-day support work. It also provides a forum to reassess and adjust plans proactively—ensuring that the support services continuously meet ODH’s expectations. In addition to executive meetings, the DSIG project manager and ODH’s project lead will likely interact more frequently (e.g., weekly or biweekly) to manage operational details. These governance practices are assumed as part of the engagement to keep everything on track and transparent.

• Optional Support for Unplanned Work:

o Recognizing that unforeseen or urgent needs may arise outside the standard scope, DSIG offers an optional add-on of up to 120 hours per year of Lead/Senior Developer support on a time-and-materials basis. ODH may request use of these additional hours for tasks that are not part of the planned enhancements or routine maintenance – for example, an unexpected urgent change requested by regulators, a one-off special project, or a critical issue that requires significant development effort to resolve. These optional hours will be utilized only with ODH’s request and approval. Any work performed using this T&M reserve will be billed separately at the agreed Gold-tier Lead/Senior

Developer hourly rate. If ODH does not use some or all of the 120 hours in a given year, those hours simply remain unused (they do not automatically roll over). This assumption ensures there is a safety net for unanticipated work: ODH has a defined resource available for emergencies or special requests, while DSIG is protected by having such work clearly identified as outside the standard scope unless the optional hours are invoked.

• Change Management for Out-of-Scope Requests:

o If ODH submits a request that falls outside the scope (e.g., a new report, a workflow change, or an enhancement idea), DSIG will not proceed with that work under this support contract. Instead, DSIG will notify ODH that the request is out-of-scope and, if desired, can help document the request for consideration under a separate change order or project. Any services not explicitly described in this proposal are deemed out-of-scope.

Both parties must formally agree (through a change order, amendment, or new contract) to add any such services, including agreeing on scope, timeline, and cost, before DSIG undertakes the work. This ensures that no implicit expansion of responsibilities occurs beyond what is agreed.

These assumptions and limitations are critical to the mutual understanding of this Gold-level support agreement. By adhering to them, both DSIG and ODH can ensure that support efforts remain focused

Ohio Department of Health (ODH) 8 Gold Level Support Proposal for ODH – Revolution Dx eLIMS and efficient and that expectations are managed fairly. The terms above explicitly prevent scope creep, protecting both parties: ODH receives exactly the services it is paying for, and DSIG provides those services without undertaking unplanned tasks that could jeopardize timelines or incur extra cost.

Ohio Department of Health (ODH) 9 Gold Level Support Proposal for ODH – Revolution Dx eLIMS

5 Invoicing Terms DSIG will invoice ODH for the Gold-level support services in equal monthly installments over each year of the agreement. In practical terms, the annual support fee will be divided into twelve (12) monthly invoices per year, each reflecting 1/12 of the yearly cost. This regular monthly billing provides ODH with a predictable and consistent support expense, simplifying budgeting and cash flow management. All invoices will be issued in accordance with State of Ohio requirements and procedures for vendor payments.

These invoicing terms ensure a transparent and straightforward payment process. ODH can plan for a fixed monthly cost for eLIMS support, and DSIG will manage the administrative side of invoicing so it aligns with the State’s fiscal protocols. Timely payment of the monthly invoices by ODH is appreciated and will ensure there is no interruption in the provision of support services. In the event of any billing questions or discrepancies, DSIG will work promptly with ODH to resolve them, but the overall scope of work and pricing has been clearly defined in this proposal to minimize the potential for misunderstandings.

For the optional T&M support hours (the 120 hours/year of Lead/Senior Developer support mentioned in Assumptions), DSIG would invoice those separately as they are used. If ODH requests and consumes some of the optional hours in a given month, the hours and associated charges (hourly rate * hours used) will appear on a supplemental invoice (or on the regular monthly invoice as a separate line item), along with a description of the work performed. If no optional support work is requested in a month, ODH will only receive the standard fixed support invoice for that month.

In summary, ODH will receive predictable monthly invoices for the base Gold support fee, and only if additional approved work is undertaken (using optional hours) would any extra charges be invoiced. This approach gives both parties financial clarity and helps maintain focus on delivering the agreed support services while maintaining transparency and cost control.

Ohio Department of Health (ODH) 10 Gold Level Support Proposal for ODH – Revolution Dx eLIMS

6 Pricing

• Year 1 (July 1, 2025 – June 30, 2026): $597,698.70 – This is the fixed price for the first year of Gold-level eLIMS support. It covers 12 months of DSIG’s support team efforts (helpdesk, maintenance, upgrades, enhancement development), as well as the included annual penetration testing, performance testing, development environment hosting, and software licensing for eLIMS.

• Year 2 (July 1, 2026 – June 30, 2027): $610,273.16 – This is the fixed price for the second year of support, assumed to be the same level of effort and services as Year 1. The Year 2 support will include a comparable slate of enhancements (another set of 12–18 enhancements, subject to mutual agreement on scope), continued maintenance and operations support, and another cycle of annual testing and licensing coverage. (Any changes in scope or service level in Year 2 would be discussed in advance; otherwise, this pricing holds for the described Gold services in the second year.)

Annual Pricing Table Details for Year 1 and Year 2

The above annual prices are all-inclusive for the Gold support services described. They remain firm, fixed fees for the defined scope in each respective year.

Optional Add-On – 120 Hour T&M Support Block: In addition to the fixed-price services above, ODH may optionally purchase and utilize up to 120 hours per year of Lead/Senior Developer support on a time-and-materials basis for out-of-scope needs. This add-on is priced at the Gold tier’s Lead/Senior Developer rate of $95/hour. If the full 120 hours were utilized in a year, it would represent an additional $11,400.00 per year in services. ODH is not obligated to use or pay for these hours unless needed; they are simply available as a contingency. Any hours used will be billed at $95/hour as incurred (with advance approval from ODH for each use). This optional support block provides flexibility for ODH to address unplanned requirements without having to renegotiate the entire contract. For example, if mid-way through Year 1 ODH faces an urgent requirement outside the planned enhancements, ODH could direct DSIG to apply

Year 1 - FY 2026

(Jul 1, 2025 – Jun 30, 2026)

Year 2 - FY 2027

(Jul 1, 2026 – Jun 30, 2027)

Project Resource Hours Billing Rate Total Total

Senior Executive / Engagement Manager 100 140.00$ $14,000.00 $14,280.00

Project Manager 750 110.00$ $82,500.00 84,150.00$

Functional Lead 500 110.00$ $55,000.00 $56,100.00

Sr Developer 1925 85.00$ $163,625.00 166,897.50$

Sr. Business Analyst 1000 80.00$ $80,000.00 $81,600.00

Quality Assurance Analyst 1925 73.00$ $140,525.00 143,335.50$

Total: 6200 $535,650.00 $546,363.00

Year 1 - FY 2026

(Jul 1, 2025 – Jun 30, 2026)

Year 2 - FY 2027

(Jul 1, 2026 – Jun 30, 2027)

Total Total

48,620.25$ 50,078.86$

13,428.45$ 13,831.30$

Sub Total: 62,048.70$ 63,910.16$

Grand Total: 597,698.70$ 610,273.16$

Annual People/Resource Costs:

Other Costs:

Annual Software Licensing Cost by Fiscal Year

Contractor Annual Hosting Cost by Fiscal Year (ODH Development

Ohio Department of Health (ODH) 11 Gold Level Support Proposal for ODH – Revolution Dx eLIMS some of the optional hours to that task, ensuring it gets addressed promptly. If ODH does not encounter any unforeseen needs, no optional hours will be used or billed.

Cost Justification: DSIG’s pricing for the Gold support level is intended to deliver high-quality, responsive service at a competitive rate. As noted, the annual support cost is set below typical industry percentages for system maintenance, reflecting DSIG’s commitment to provide value to ODH. The price covers all necessary personnel (project management, development, testing, support staff), the development of enhancements, routine M&O tasks, and ancillary costs like testing and licensing. By structuring the engagement as a fixed annual fee, ODH gains cost predictability and avoids piecemeal charges for every support activity. DSIG, in turn, can allocate the appropriate resources year-round to ensure eLIMS is well-supported and continually improved. The optional T&M hours are offered to handle any exceptional needs without inflating the base cost – essentially acting as insurance that help is available for the unexpected, while keeping the standard support fee as low as practicable.