KOFAX_2015_SOW_(Attch_I).doc

Attachment I

Statement of Work (SOW) For Software Upgrade and Assurance (SUA) Supporting the Air Force Financial Services Center (AFFSC) using KOFAX Document Imaging Software

25 June 2015 30 June 200930330

TABLE OF CONTENTS

1.

Background

2.

Scope

3.

Requirements 4.

Priority Level Defined 5.

Required response times

GENERAL INFORMATION

1.

Background. Kofax is used as an enterprise solution supporting the Air Force Financial Services Center. Intelligent Capture & Exchange products from Kofax work directly with existing business applications and IT platforms to automate the capture and exchange of documents and information. Using Kofax as our enterprise solution for FM systems, we seek to obtain Kofax system support for our existing and future Air Force sites that will be using Kofax.

2.

Scope. The Kofax/AFFSC contract scope encompasses applicable licenses required to operate within our Finance Center operations environment and information technology support services related to the operation of the Kofax suite in an enterprise environment. While coordination between field units and Kofax must take place to support the contract, the AFFSC will act as a liaison to facilitate trouble shooting activities.

3.

Requirements.

· Initial information gathering and includes (without limitation): answering Kofax Product installation, configuration or usage questions; initial Problem and failure information gathering; Problem isolation, identification, creating reproducible test environment, and/or providing standard fixes and workarounds to known Problems; and Escalating un-resolvable problems.

· Higher level of technical support and includes (without limitation): Problem isolation, identification, and replication; providing standard bug-fixes and Workarounds to known Problems; providing Problem Resolutions for both new and known complex Problems; code-level identification and replication of Problems; providing new Fixes and Workarounds to Problems, resolution of Problems through formal Problem Resolution procedures; and assistance requiring knowledge of Software Product source code.

· Provide support for the following objectives:

· Replicate the reported Error;

· Provide a known solution, or possible set of solutions, to the reported Error using an existing software patch or a known configuration setting when available;

· Assist in diagnosing Licensee’s problem in those instances where Licensee has followed Kofax’s instructions and Licensee has still been unable to resolve the Error;

· Escalate a Support Request when a resolution cannot be found within the defined guidelines by creating a severity level diagnosis after Licensee has communicated that the Error is negatively impacting its business;

· Manage the open Support Request volume to ensure Licensee’s Support Request is resolved in a timely manner;

· Follow up with Licensee to ensure that the provided resolution has solved the Error.

· 24X7 Support for Severity 1 problems in English. The technical Air Force team requesting extended hour support is will work continuously with the Kofax team until the operation is restored, and acceptable workaround is in place and the incident can be downgraded to a Severity 2.

4. Priority level defined:

Severity 1 (Critical Impact) A problem resulting in complete loss of service. Typically the defect has one or more of the following characteristics:

• Data is corrupted or lost due to Kofax Software operational issues.

• Kofax Software does not start

• Kofax Software crashes and is unrecoverable

• Kofax Software generates significant accuracy errors

Severity 2 (Medium Impact) A production-inhibiting problem that causes a Kofax software error or intermittent behavior causing partial loss of service where no Licensee acceptable workaround is available. Operations, however, can continue in a restricted fashion. Typically the defect has one or more of the following characteristics:

• Kofax Software fails, but restart or recovery is possible

• Kofax Software performance is degraded by 25% or more from the previous release

• A major feature is broken that seriously impacts usability and productivity

Severity 3 (Minimum Impact) A question about a specific usage or feature of the product, or a problem that causes minor, operational inconvenience. Typically, the defect has one or more of the following characteristics:

• Kofax Software defect for which there is an acceptable workaround

• Kofax Software error impact on operations is minimal

5. Required response times

Note: While these response times are desired, under certain circumstances depending on the complexity of the problem and limitations/restrictions of Government networks these times may be extended but any extension should be coordinated with the customer.

Response Guidelines

Step 1 - Kofax’s Acknowledgment of a Support Request

• “Severity 1” – 1 business hours

• “Severity 2” – 2 business hours

• “Severity 3” – 4 business hours