EMS 2026 SOW Final.pdf

STATEMENT OF WORK

Maintenance and Support for EMS Application

1.0 BACKGROUND

The National Institute of Standards and Technology (NIST)/Conference Program and AV Services (CPAVS) is a full-service meeting department that assists NIST Laboratories and major programs with audiovisual, video teleconferencing, virtual event, and room scheduling services.

2.0 GENERAL

NIST has a requirement to have ongoing maintenance and technical support for the EMS Meeting and Room Scheduling Software, which NIST staff use to book available and ideal conference rooms for their meetings and events on the Gaithersburg and Boulder campuses.

EMS is an on-premise product, which has been purchased by NIST and is installed and hosted on computers on premise by the NIST Office of Information Systems Management. NIST’s requirement is for ongoing maintenance and technical support.

3.0 SPECIFIC REQUIREMENTS: Maintenance and Support

The Contractor shall provide maintenance and support of the EMS Meeting and Room Scheduling Software, which shall include:

1. Periodic prevention and/or correction of Errors in the Software via general release of patches and bug fixes.

2. At the time of delivery of a Major Release, the Contractor shall prepare and deliver to NIST any Documentation revisions, additions or updates necessitated by such Major Release.

NIST is not obligated to install any Major Releases made available.

3. Unlimited access to Technical Support staff via email and toll-free telephone during Normal Business Hours – 7:00AM-7:00PM Central Time, Monday through Friday—to assist application users with Software problems and issues.

4. 24 hour/7 days a week access to Accruent Support Community to interact with Technical Support, share product feedback with users, and find product documentation and latest release notes for EMS.

5. After-Hours Support for High Severity issues, defined as:

o Critical issue resulting in a complete system outage or major application failure, preventing a critical business process that has immediate financial impact or impact to data integrity, to be resolved in one hour, and o Serious issue preventing execution of a critical business process, causing disruption of a major business function. Major functionality is severely impaired.

Serious impact on daily functions or processing, to be resolved in four hours.

6. For all other requests, not considered High Severity, the Contractor shall respond no later than 3 business days.

7. For each Technical support issue submitted by NIST, Contractor shall maintain a record of such request and routinely apprise NIST of the status of such issue. Contractor shall provide NIST with a unique ticket number for each such technical support request.

8. Support services shall be provided by individuals fully trained and experienced with the EMS application.

3.1 Professional Services

The Contractor shall offer Professional Services to revise the existing EMS Meeting and Room Scheduling Software template in the EMS web client to support hybrid reservations and include the option for either virtual or in-person (hybrid event), to gather requirements for hybrid meetings and conferences, and add additional fields required for audiovisual services to support the events. The Contractor shall revise EMS desktop client reservation book template to allow for staff assignment and include relevant logistical information and build reports. As needed and as updates are made to the platform, the Contractor shall train users in the new portal on how to customize forms and add additional fields, confirm and edit submitted reservations, and to setup and build reports.

4.0 IT Security

The Contractor shall demonstrate that all of its components and controls within the system boundary are compliant with the Federal Information Processing Standards (FIPS) Publication 200, ‘Minimum Security Requirements for Federal Information and Information Systems’ and NIST Special Publication 800-53 ‘Security and Privacy Controls for Federal Information Systems and Organizations,’ at the low impact level.

Acceptable evidence of compliance may include the following: FedRAMP authorization, an Authorization to Operate (ATO) letter issued by a Federal Government agency as evidence that they have been assessed and authorized at the low impact level, or that they have passed an independent security audit (e.g., Statement on Standards for Attestation Engagements (SSAE), PCI Data Security Standard (PCI DSS), etc.).

If the Contractor does not have any of the above, the Contractor will provide the Government with a software license for the Government to host the software internally. The Contractor must work with the Government in all phases of the ATO process prior to official government use of the software, including remediating any vulnerabilities found with the software.

Thereafter, the Contractor must continue to work with the Government in ensuring the ATO is maintained by remediating newly discovered application vulnerabilities.

5.2 Privacy

The Contractor shall have obtained a privacy authorization from a Federal Agency Chief Privacy Officer or Senior Agency Official for Privacy (SAOP)

5.3 Section 508

The EMS application shall comply with Section 508 of the Rehabilitation Act.

6.0 PERIOD OF PERFORMANCE

• Base Period: 22 Sep 2026 through 21 Sep 2027

• Option Year 1: 22 Sep 2027 through 21 Sep 2028

• Option Year 2: 22 Sep 2028 through 21 Sep 2029

• Option Year 3: 22 Sep 2029 through 21 Sep 2030

• Option Year 4: 22 Sep 2030 through 21 Sep 2031

7.0 PLACE OF PERFORMANCE

This annual support agreement shall cover the EMS Enterprise scheduling application that is utilized on both the Gaithersburg and Boulder campuses.

8.0 INVOICING

Annual access to the Accruent Support will be invoiced during the first month of the subscription term.

9.0 DELIVERABLE

Access to the Support shall continue uninterrupted throughout the period of performance.

Professional services defined in Section 3.1 shall be provided by the contractor on an as needed basis and based on updates to the platform.