D O C U M E N T S T O R A G E S Y S T E M S, I N C.

DSS Software License and Service Level Agreement

Veterans Health Administration

This document captures and defines the following: (i) the limited license and usage rights to commercial computer software as customarily provided to commercial customers of Document Storage Systems, Inc., but only to the extent consistent with Federal law, and (ii) the technical software support services as customarily provided Document Storage Systems, Inc. to its commercial customers.

DSS Software License and Service Level Agreement

SLA Effective: 9/23/2026 EULA Rev: 9.23.2026 Page: 2

DSS Software License and Service Level Agreement – DSS VistA Integrated LiveData Procedure Suite ManagerTM and DSS LiveData Procedure Suite Manager AnalyticsTM – Limited License

• Agreement Overview

• Description

• DSS Department Services o Constraints/Dependencies o Hardware Warranty o Exclusions o Optional Reports o Requesting Support o Routine Requests (High, Medium, and Low Priorities) o Emergency Requests o Selecting a Priority o Customer Service Escalations

• Other Considerations and Governing Agreements o Term o Equipment o Personnel Changes o Security & Privacy o VA Access

• Software License Agreement

Agreement Overview

** This document is an addendum to Purchase Order 36C10B26FXXXX, an agreement between Document Storage Systems, Inc. d/b/a DSS, Inc. (“DSS”) and the Department of Veterans Affairs (“VA”).

The terms and conditions of the solicitation, and any amendments thereto, and the resultant Purchase Order, and any modifications thereto, which includes the Governing Law Provision, control in perpetuity.

Any discrepancy or interpretation between this addendum and the terms and conditions of the solicitation and resultant Purchase Order shall defer to the interpretation and terms contained within Purchase Order 36C10B26FXXXX. VA retains all rights and protections and remedies permitted under applicable Federal Law. This agreement represents a Service Level Agreement ("SLA" or "Agreement") between DSS and Department of Veterans Affairs – Veterans Health Administration ("VHA") for the provisioning of IT services required to support and sustain the software. This SLA remains valid for as long as the DSS Product is licensed to the VHA or until superseded by a revised agreement mutually endorsed by the stakeholders, whichever occurs sooner.

Product

DSS VistA Integrated LiveData Procedure Suite ManagerTM helps hospital service lines streamline processes, increase room utilization, reduce cancelations, mitigate staff shortage impacts, improve communications, and enhance patient safety. DSS LiveData Procedure Suite Manager AnalyticsTM transforms real-time operational data from the EHR into actionable quality, compliance, and efficiency insights. VHA is purchasing an annual limited license for DSS VistA Integrated LiveData Procedure Suite ManagerTM and for DSS LiveData Procedure Suite Manager AnalyticsTM , and the annual limited licenses for these products are inclusive of software maintenance and technical support services.

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DSS Department Services

Technical and Installation Services

DSS Technical & Installation Services ("TIS") will provide the following services as requested:

• Work directly with the Office of Information and Technology ("OI&T") staff to address their issues with licensed DSS products.

• Upon VHA end users (VHA staff/employees/contractors) logging a ticket with the OI&T staff, TIS staff will work with the VHA end users to address their issues with licensed DSS products.

• Respond to issues reported to TIS in accordance with this document within the response times defined in this document.

• Help the OI&T staff configure as necessary licensed DSS products to meet the VHA's and/or its end users’ needs within the scope of the licensed product.

• Advise the OI&T staff as a Subject Matter Expert ("SME") as it relates to licensed DSS products and their standard configuration in internal meetings, new installations of licensed DSS products, and end-user activities.

• Advise the OI&T staff on issues involving licensed DSS product's infrastructure requirements including hardware, bandwidth, and best practices.

• Assist the OI&T staff with keeping licensed DSS products up to date including assisting with updates over the telephone or Microsoft Teams or other similar communication services used by VA if requested and scheduled at least two-weeks in advance.

• Distribution of DSS Product updates via DSS Enterprise Manager for class 3 products, Secure File Transfer Protocol (SFTP) for Clinical applications, and VA Forum for all Class 1 products to the OI&T staff.

Constraints/Dependencies

There are a few items that may impact or compromise the ability of TIS to provide the services outlined in this SLA. These include, but are not restricted to:

• Missing Information — In order to categorize, diagnose, address, and ultimately resolve issues, TIS needs specific information relating to the issue being reported from the OI&T staff. This specific information, which is submitted at time of request, includes end-user name, end-user site, end-user phone number, end-user email address, product affected, problem, expected results, steps to reproduce, and screenshots, if available. This SLA defines DSS’s response as an acknowledgement of receipt, an action plan, or a request for additional information required to complete an action plan. If all this information is not received, DSS’s initial response shall be the request for the specific information, and the categorization and diagnostic process will be delayed until it is collected which may impact the commitments extended in this document.

• VHA End-User Non-Response — In order to categorize, diagnose, address, and ultimately resolve issues, TIS needs to be able to communicate with the VHA end user. If the VHA end user is non-responsive, then the categorization and diagnostic process will be delayed until it is collected which may impact the commitments extended in this document. In such cases when appropriate VHA end users are non-responsive for more than 6 business days, the case will be closed. If assistance is required on a closed issue, the requester need only contact DSS referencing the closed case number, and DSS will open a new case and link the closed case as a reference for continuity and history. The administrative responsibility of issues lies solely with DSS who does not control the VA Enterprise Service Desk’s incident records.

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• OI&T Staff Non-Response — In order to categorize, diagnose, address, and ultimately resolve issues, TIS needs to be able to communicate with the OI&T staff. If the OI&T staff is non-responsive, then the categorization and diagnostic process will be delayed until it is collected which may impact the commitments extended in this document. In such cases when appropriate OI&T staff members are non-responsive for more than 6 business days, the issue will be closed.

• VHA End Users and/or OI&T Staff without Public Key Infrastructure (PKI) — In order to categorize, diagnose, address, and ultimately resolve issues, TIS needs to be able to transfer data back and forth that may include Patient Health Information (PHI). Without PKI or some other TRM-approved encrypted method in place, the data must be scrubbed first which either delays the transmission or, as in most cases, stops the transmission. Without this data, which may be included in logs or screenshots, the categorization and diagnostic process will be delayed until it is collected which may impact the commitments extended in this document.

• Misclassification of Priority — In order to categorize, diagnose, address, and ultimately resolve issues, TIS needs to know the correct priority of the issue being reported. If the wrong priority is communicated or no information regarding priority is sent to TIS, they may not provide services that match the severity or impact of the issue being reported which may impact the commitments extended in this document. Critical and High issues should be communicated verbally over the phone to DSS as inquiries that are initiated from an email might be categorized incorrectly as the proper information might not be present to place the applicable priority. Each request for Critical and High issues received by telephone shall be logged as a case in the DSS Support portal, and a case number shall be provided to the requestor.

• Out of Date DSS Products — In order to categorize, diagnose, address, and ultimately resolve issues, the licensed DSS Products need to be up-to-date. If the licensed DSS Products are not up-to-date, then valuable time will be lost working on issues that may already be addressed through an update, which may impact the commitments extended in this document. DSS reserves the right to cease work on issues involving out of date or sunset software products if a VHA site has received advance notification and has had a reasonable amount of time to perform a required update with or without assistance from TIS.

• Access Requirements —In order to troubleshoot problems to critical systems, DSS Technical resources need to be able to access VA servers/VistA. If this access is not readily available, troubleshooting and issue resolution may be delayed or rendered unachievable, thus affecting patient care.

Hardware Warranty

All hardware warranties are directly offered by and managed by the hardware manufacturer and not DSS, Inc. To receive such hardware warranty service, the VA must contact the hardware manufacturer to identify and determine the problem and to follow any applicable service procedures of the manufacturer.

If the VA encounters problems or issues getting in contact with the manufacturer, DSS, Inc. will assist in facilitating such communications with the manufacturer for warranty service resolution.

For hardware issues after the expiration of the manufacturer warranty period, DSS, Inc. will assist in troubleshooting and resolution. If the resolution involves purchasing replacement hardware, DSS, Inc.

will provide quote(s) for such replacements; however, the VA is responsible for purchase price and any necessary replacement costs associated with the purchase of the required hardware.

Exclusions

The following are excluded from this Agreement;

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• On-site DSS product updates (available through Premium Support Services)

• VHA VistA system updates and support

• Non-DSS and non-DSS partner applications including the operating system or database hosting software

• Infrastructure

• VA owned hardware support (available through Premium Support Services), even those purchased via DSS

• On-site support (available through Premium Support Services)

• Staff augmentation (available through Premium Support Services)

• Workflow and configuration assistance (available through Premium Application Workflow Support

Services)

• Premium reporting (available through Premium Support Services)

• Unlicensed DSS products

• More than basic assistance with server migrations and consolidations for licensed DSS Products

(available through DSS Maintenance Services)

• End-user support that is not initiated via VA Enterprise Service Desk (ESD)

• Third-party maintenance and technical support not related to the licensed software interfaced to an ICU and CIS-ARK system

Optional Reports

• Upon request from the VA, DSS will deliver a report no later than 5 business days from initial request to the OI&T staff reports including:

o Summary of tickets opened for this product for the last 30 or seven days.

o Summary of incidents, service requests and problems currently open and those closed in the past seven days for this product.

o Summary of known errors impacting the site along with their status and expected release date and workaround.

• Reports will include the following; Reporter, Created Date, Resolution Date, Status, Summary, Location, Issue Number, Issue Type, and DSS Product.

Requesting Support

DSS Technical & Installation Services (TIS) is considered second level support for the OI&T staff for the licensed DSS product.

Routine Requests (High, Medium, and Low Priorities)

Between the hours of 8:00 AM and 8:00 PM ET, excluding weekends and federal holidays, requests from the VHA are best initiated in the following preferred order:

1. End users contacting the local OI&T staff initiating their request for assistance

2. Entering a VA ESD ticket which then gets forwarded to TIS once assigned

3. Using our secure Support portal (https://support.dssinc.com)

4. Calling the main TIS telephone number at 561-284-7200

5. Emailing support@dssinc.com https://support.dssinc.com/ mailto:support@dssinc.com

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Regardless of who takes the call or receives the email, the DSS Analyst assigned to the software will be engaged to fulfill the services defined in this SLA as they are notified. Responses to routine requests will primarily be delivered using the Support portal and augmented by use of the telephone.

Emergency Requests

For issues meeting the Critical criteria as described in the Priority matrix below; Emergency support is handled by calling the main TIS number. An experienced on-call DSS Analyst will work with the OI&T staff to address their issues as quickly as possible. Responses to emergency requests will primarily be delivered using the telephone and documented in the Support portal.

Selecting a Priority

Reported requests will be assigned a priority that best matches the severity and impact of the issue being reported as indicated by the table below.

*Indicates timeframe in business hours DSS Technical & Installation Services will respond within the timeframes listed above using the contact information provided by the person submitting the request for support. A response is defined as an acknowledgement of receipt of the issue, an action plan or a request for additional information in order to complete an action plan, and, if possible, an estimated time to resolution. In the event of an emergency, DSS is authorized to contact and notify its customers (and applicable VA personnel) and provide the expected start time and the planned duration of the emergency and if DSS expects all or any part of its service(s) to be unavailable during the emergency.

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Customer Service Escalations

If requests for support are not being handled within the OI&T staff's expectations as defined within this SLA, then the following customer service escalation path should be used:

1. Call the DSS Technical & Installation Services Director, Mark Tablinsky, directly at 561-284-7216 or contact via email to: Mtablinsky@dssinc.com

Other Considerations and Governing Agreements Term

This SLA will commence upon issuance of a license for the respective DSS Product and will continue for as long as such DSS Product is licensed to the VHA or until superseded by a revised agreement mutually endorsed by the stakeholders, whichever occurs sooner. The Government may terminate this SLA at any time for its convenience or for cause, in accordance with FAR 52.212-4 as applicable.

Equipment

DSS will provide all the necessary equipment for DSS employees and contractors to perform the services outlined in this SLA other than any government furnished equipment (GFE), as applicable. All equipment used by DSS employees and contractors will meet the VHA's security and data encryption requirements.

Personnel Changes

• DSS may provide, for the purposes of maintaining redundancy, additional employees and contractors to assist team members while performing the services outlined in this SLA. In these cases, DSS will ensure all the VHA requirements are met.

• DSS will notify the VA Contracting Office Representative (COR) immediately when an employee or contractor assigned to the VHA is no longer employed by DSS. In this case, the VA COR should immediately terminate access to all systems, physically and remotely.

Security & Privacy

DSS shall adhere to all VA Privacy & Security, the Privacy Act and HIPAA requirements when obtaining and reviewing diagnostic information. This includes all log files, error traps, screen capture images and database query results used to aid TIS in their troubleshooting activities.

VA Access

DSS, as a contractor and all of its subcontractors, shall abide by the requirements of 41 CFR 60-741.5(a) and 41 CFR 60-300.5(a). These regulations prohibit discrimination against qualified individuals based on disability or protected veteran status and require affirmative action by covered prime contractors and subcontractors to employ and advance in employment qualified individuals with disabilities or protected veterans. The VA will provide the DSS Facility Security Office (FSO) with the name(s) and contact information of the designated COR or point of contact for the contract, during or before the project kickoff call, so requests may be addressed in a timely fashion as to not interfere with the rollout of the project.

mailto:Mtablinsky@dssinc.com

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This individual will be responsive to requests and will notify the DSS FSO in advance if they will be unavailable for any period. Any required background investigations will be processed through the designated VA COR and/or point of contact for the contract. The COR or point of contact will list a member of the DSS FSO on the background investigation requests that are submitted to the Veterans Service Center (VSC) and the VA Security Investigation Center (SIC). They will also provide guidance as to the level of investigation that will be required for contractors working on this contract. In addition, the designated COR or point of contact for this contract will work with the DSS FSO to request and obtain Certificates of Investigation (COIs) and Certificates of Eligibility (COEs) from the VA SIC. This COR or point of contact for this contract will be responsible for collecting the annual Talent Management System (TMS) training certificates, Contractor Rules of Behavior and Non-Disclosure Agreements from all contractors working on the contract. The VA will provide DSS contractors and specified partners with VA VPN account access and VA Citrix Access Gateway (CAG) Access. In addition, VA Personal Identity Verification (PIV) badge sponsorship, VA Lync access and VA facility access, to include VistA, server and product access, Forum access, and ServiceNow ITSM Tool access will be provided as required for the contractor to fulfill their contractual obligations. Talent Management System access will be provided so that annual required VA training may be completed.

Software License Agreement

DOCUMENT STORAGE SYSTEMS, INC.

Software License Agreement

This Software License Agreement (“Agreement”) sets forth the terms and conditions upon which Document Storage Systems, Inc. (“DSS”) licenses the Software (as defined in paragraph 1. immediately below) to the customer and its end users (“You”) that issues a Purchase Order (whether a task or delivery order) under the applicable Schedule Contract into which this Agreement has been included as an addendum.

1. LICENSE: DSS grants You a non-exclusive, limited license to use the software product(s) identified in the Description section specified in the SLA accompanying this Agreement, and as identified in the applicable Purchase Order (the "Software"), and other related materials, which may include without limitation documentation, technical guides, release notes, user manuals, and training materials ("Related Materials") subject to the terms and conditions set forth in this Agreement. You are responsible for the selection of the Software to achieve your intended results, and for the installation, use, and results obtained from the Software. In the event the Software and Related Materials are licensed to the United States Government, U.S. Government Rights: Licensee/You agrees that the Software and Related Materials are commercial computer software and/or Commercial-Off-The-Shelf (COTS) software, commercial computer software documentation, commercial technical data and/or computer databases and that such is not being produced in the performance the contract, is not exclusively funded by the Federal Government, and is not custom-developed code. DSS grants to Licensee/You and Licensee/You accepts a limited, non-exclusive license to the Software to install, execute, and use the Software and to install, execute, and use such copies of the Software on VHA end-user computers in your possession, in each case solely in executable object code form and in accordance with the Related Materials and in the manner described in this Agreement, solely for internal business purposes and to enable the number of concurrent users for whom You have paid the corresponding license fees for such access and use of the Software. DSS reserves all rights in the Software and Related Materials. Notwithstanding anything herein to the contrary, the parties agree that the Software and Related Materials are licensed to the Government in accordance with the rights and obligations set forth in FAR 52.212-4 Commercial Computer Software

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License, or as otherwise agreed in the purchase order or contract, and not under the “restricted rights” or “limited rights” clauses that apply only to noncommercial computer software and data.

The Government shall receive the rights customarily provided to the public under the DSS’s standard commercial license, subject to any additional rights negotiated and identified in the purchase order.

2. COPYRIGHT: The Software and Related Materials are owned by DSS and are protected by United States copyright laws, trade secret statutes, and international treaty provisions. You must treat the Software and Related Materials like other copyrighted and trade secret material with the following exception -- You may copy the Software as a step in its utilization or for the purpose of having an archival or backup copy. You may copy the Related Materials as necessary for internal use, training, operation, backup, distribution to authorized users, or other legitimate government purposes, provided that all copyright notices and proprietary legends are included on such copies. All copyright notices must be reproduced on all copies. You may not copy the Related Materials.

3. RESTRICTIONS ON USE AND TRANSFER: The Software is licensed to the facility location(s) indicated in the applicable Purchase Order. You may use the Software on the servers or personal computers at the facility as stated in the Purchase Order. You may transfer all of your rights to the Software to another party if the other party receives a copy of this Agreement and accepts all of its terms and conditions and uses it at the new facility. If You transfer the Software, You must also transfer the Related Materials and all copies of the Software (or destroy those copies not transferred) to the other party. Such a transfer terminates your license to use the Software and the Related Materials. You may not use, copy or transfer copies of the Software and Related Materials except as provided for in this Agreement, as required by the Federal Rules of Acquisition if the purchaser is a federal agency, or in the Purchase Order. The agency may transfer, copy, and deploy the Software and Related Materials to support legitimate government purposes. You may not modify, reverse assemble or reverse compile the Software. You may not sub-license, rent, lease or assign the Software and Related Materials.

4. TERM: This Agreement is effective until the end date indicated in the Purchase Order or it is otherwise terminated. The Government may terminate this Agreement, in whole or in part, at any time for its convenience or for cause, consistent with FAR 52.212-4(l). Upon such termination, the Government shall cease use of the Software and Related Materials, and shall, at its option, destroy or return all copies of the Software and Related Materials that are not required to be retained for archival, audit, compliance, or disaster recovery purposes in accordance with applicable Federal regulations and agency record retention policies.

5. EXPORT LAW ASSURANCES: You acknowledge that the Software is subject to restrictions and controls imposed under the U.S. Export Administration Act. You certify that neither the Software nor any direct product thereof is being or will be acquired, shipped, transferred or re-exported, directly or indirectly, into any country prohibited under the U.S. Export Administration Act.

6. APPLICABLE LAWS: This Agreement is governed by the Federal laws of the United States, including patent and copyright laws.

Software License Agreement