IHS1404611 - SOW.pdf

Crownpoint Hospital - Crownpoint New Mexico Indian Health Service (HIS)

Statement of Work Hardware Replacement and Support

Crownpoint Hospital Information Technology

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Statement of Work - Hardware Replacement and Support n lntroduction The Crownpoint lndian Health Service elects Perspecta HP hardware replacement and technical support plan for coverage of HP servers, computers and storage equipment supporting the Crownpoint lndian Health Care Radiology's Telemedicine program in Crownpoint lndian Health Care facility. Crownpoint Hospital requires HP Hardware Replacement Plan for coverage of the HP Vista lmaging systems ffib used by te nadogy depdfrEnt

2. Background The HP support plan provides coverage to IHS hardware components, storage, and production HP servers and storage systems, equipment operated by Crownpoint radiology and lT programs. HP systems is the base infrastructure for the hospital Vista imaging network; not limited to hard drives, tape drives, displays, workslataons and related components that make up the HP technologies. Operation of these vital systems require a high degree of performance and a tailored support plan to minimize impacts such as failures and extended outages.

3. Scope The contractor shall provide an annual HP Next Day Hardware Suppo( and HP Hardware Maintenance Onsite Support services that includes Onsite Support, technical support and hardware replacement as necessaryto support HP Hardware Servers and Storage systems forthe Crownpoint Hospital.

. The contractor lmaging team will design, engineer, integrate, teste, validate and supporte the VistA lmaging platform since the inception ofVistA lmaging in IHS and tribalfacilities. (-2003)

. The contractor team will provide custom integration services for VistA imaging for both VA and IHS customers

. The VistA lmaging solution is considered a Medical Device and thus has strict FDA qualification standards. The contractor team will need to be fully aware of the technical requirements and designs each solution with those standa rds in mind

. Contractor will team with key reseller of the Vl certified solutions. Reseller and contractor will work hand in hand engineering each solution to the necessary specifications for each individual IHS facility while complying with FDA standa rds.

. The contractor team will support the lmaging solution through the IHS Expertise Center post installation.

Statement of Work - Hardware Replacement and Support I

4. Specific Task

To maintain radiology and telemedicine services and readiness, an HP Next Day HW Support and the HP

Hardware Maintenance Onsite Support or similar is required.

The Contractor shall provide an HP replacement plan that will provide coverage to Crownpoint Hospital HP systems.

Contractor will provide technical consultant(s) with the requisite skills necessary to support the VistA lmaging ForkData lmplementation Service:

. Onsite Services to:

o lntegrate a new VistA lmaging Tier lsystem o lnstall 2012R2 OS on (2) Cluster nodes and (2) Virtual Gateway Cluster nodes (VGC) (Note: Windows 2012R2 is the current approved OS for Vl; windows 2019 validation is in progress) o lnstall and configure 3PAR Service Processor

. Provision 3PAR8200 storage with 45 TB usable capacity

. Configure Failover Cluster with lmage volumes

. lnstall and Configure MSL tape library and Backup Exec software to Vl standards

. Migrate all production data from legacy system to new storage

. Update all OS patches and firmware to the most current approved versions for VistA lmaging

. Assist in modification of RPMS Network location edits for legacy system cutover

. Traln customer on generaladministrative functions on all system software and hardware

. Verify and test full production in new system environment

Element Name Oescription

Hardware Problem Diagnosis HP willwolk with the Customer Technical Point of Contact:

The Cont.actor shall work to completion of symptoms, faults or operational issues of HP hardware at the Customer site within a 6.0 Hour timeframe.

Onsite Support, Over the Phone and Online Technical Data lnformation

HP will woft with the Customer Technical Point of Contact:

The Contraclor shall be respond minimally within 1.0 Hour and be available to perfom technical support, repairs, replacement and restoration with the Customer site

Parts and i,,laterial Provided HP will work with the Customer Technical Point of Contact:

Hardware Replacement of HP systems as determined faulty or no longer operationalfor use at the Customer site.

2"d Coverage Day Onsite Response4 HP will work with the Customer Technical Point of Contact:

As required and as needed, the Contractor shall be available for 2tu (second) Days onsite in response to repairs and reptacement of Hp hardware at the Customer Site as required

Statement of Work - Hardware Replacement and Support

Standard Offlce Hours, Standard Office HP will work with the Customer Technical Point of Contact:

Days, afrer hours and 24x7x365

The Contractor shall be available for hospital Hours: 8A[r-sPtl, Monday thru Friday, after hours (5PM-8ANI) and 24x7x365.

HP will work wilh the Cuslomer Technical Poinl of Contacl lTravel Zones to NAIHS Service Units

Defective Media Retention

5. Place of Performance and Point of Contacts

Place of PerfiirancE a-recrin-tca [Jai c6ma* -- -

"ffi Crownpo nt Health Care Facillty

Crownpoinl Health Care Facility

The Contractor shall travel to NAIHS Service Units or Hospjtals where HP equipment is deployed or operatlonal to make necessary repairs and replacement as needed

HP wrll work with tl"e Cuslomer Technrcal Pornl of Contaci

The Conkactor shall offer technical assistance with the Customer to retain i

Hard Drives or Other Media Devices

HP wrll wo4( wrth the Cuslomer Technrcal Pornt of Conlaa

The Contractor shall perform all support and services required to remedy seNice calls with coordination, documentation and completion and notification to the Customer.

Phone Number

6. Period of Performance The Contactor shall provide a Firm Fixed Price HP Coverage support proposal

Product Description ffiarce orsite srrpport

Role

Myron Johnson cro 505.786.1412 Mvron.Johnson2@ihs.aov

Tyrone Tsosie Anaela Charlev

Technical Lead Contacts

505.786.6284 505.786.6383

Tvrone.Tsosie@ihs.oov Anaela.CharleY@ihs.aov

Period of Performance

10to1t2020 09t31t2021

7. Delivery, Packaging, and Shipping lnstructions for part replacement

The Contractor shall contact the Place of Performance Technical Lead for delivery, packaging and shipping instructions. With the guidance of HP Technical Support on all shipped hardware for replacement, all firmware and operating system updates and releases will be accessible, electronically, to the Government, via HTTP/HTTPS/FTP websites. ln the rare event that other means (CD-ROM, etc.) are necessary to obtain this data; releases shall be provided by the vendor at no additional cost to the Government.

8. Hours of Operations Crownpoint Hospital operates on 24-Hours day, 365-days a year

9. lnspection and Acceptance by the Government lnspection and acceptance of all work, performance, reports and other deliverables under this SOW shall be performed by either the Place of Performance Technical Lead and/or the Contracting Officer's

Representative (COR).

6'

I Close Out Service Calls

Email

Statement of Work - Hardware Replacement and Support I

10. Quality Assurance ln accordance with lnspection and Acceptance criteria FAR 52.2124 (a), the government will evaluate the contractor's performance under thls contract. Quality Assurance Personnel: The Contract Officer Representative (COR) is a representative of the Contracting Officer (CO) and will participate in the administration of this contract for post award activities. Any matter concerning a change to the scope, prices, terms, or conditions of this contract shall be referred to the CO. The services to be performed by the contractor during the period of this conkact shall, at all times and places, be subject to review by the CO or

COR,

Method of Surveillance Random samplings of Customer Feedback and 100% inspection are the primary means of quality assurance surveillance. Both means of surveillance will determine if the level of performance as acceptable. lf random sampling indicates unsatisfactory service, a more comprehensive sample shall be taken, up to 100% inspection.

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Performance-based Task lndicator Standard Quality Assurance lncentives

State the end results or outputs that you, the customer will formally accept or reject.

For the requirement state the feature(s) of end result that will be surveyed.

For each "indicator," state a performance level that, when met, means the task has been perlormed satisfactorily.

Thas Standard describes 'What Success Looks Lake."

For each "Standard".

state the method used to check performanc€ (ie.

random sampling, 100% inspection, pe.iodic inspection, customer complaints)

List Positive and Negative lncentives Address method of linking payment to quality of service.

The Contractor shall provade these deliverables:

Call-To-Repair

Troubleshooting

HP Online Support

o. Customer Support

Quality

Response

Documentalion

Contractor responds to each customer' repo(ed helpdesk call in less than 1.0 Hour. 100% of all Deliverables are provided during the period of performance

100% of HP documentation and Customer Services are timely and available during the period of performance

Customer Feedback

Payment of contracl price for annual Replacement Plan and Technical Support Plan

Contractor performance will be evaluated using the Contractor Performance Report.

The evaluation will be considered when future NAIHS contract selections are made or exercising option years if applicable

100% funclionality of repalred or replaced HP hardware and Software in Production Environment