Amendment_1-SOW.docx

Statement of Work

MAXIMO - RENEWAL OF SOFTWARE SUBSCRIPTION & SUPPORT

National Institute of Standards & Technology United States Department of Commerce 325 Broadway Boulder, CO 80305

DESCRIPTION

The contractor shall provide the upgrade, subscription and support services (to include training) for the software, Maximo Asset Management, located at the National Institute of Standards and Technology (NIST), Boulder Colorado site.

PURPOSE

The purpose of this project is to provide for the annual upgrade and maintenance, subscription and support services for our current version of Maximo Asset Management v7.1.1.9, which is used for the preventive maintenance program for equipment and requests for service on the NIST Boulder site.

SCOPE

The upgrade and maintenance, subscription, and support will consist of upgrading and maintaining the software which includes: the installation, bug/defect fixes via patches, and updates and upgrades in technology to maintain functionality, the operability, and usability of the software product. The contractor shall perform upgrade and maintenance annually starting with the base year which shall include the upgrade from EMSS’s current version of Maximo Asset Management v7.1 to v7.6. It shall also include other no charge support. No charge support includes, but is not limited to, items such as user blogs, discussion forums, on-line help libraries and FAQs (Frequently Asked Questions), hosted chat rooms, and limited telephone, email and/or web-based general technical support for our self-diagnostics.

SPECIAL REQUIREMENTS

The contractor shall supply a document which outlines NIST Boulder’s IBM-Maximo Proof of Entitlement which complies with this statement of work.

The actual work, of the version upgrades and maintenance of Maximo Asset Management, shall take place on the Boulder Site and shall comply with all NIST Boulder site IT and Security regulations.

PERIODS OF PERFORMANCE

The contract will be a base year plus four one-year-options.

Version upgrade/MAINTENANCE The contractor shall provide the expertise necessary for the upgrade of Maximo Asset Management from one version to the next, including installing all service packs, hot fixes and enhancements necessary. The contractor shall perform upgrade and maintenance annually starting with the base year period, which shall include the upgrade from EMSS’s current version of Maximo Asset Management v7.1 to v7.6. Data migration is an essential part of the upgrade and is the responsibility of the contractor.

The contractor shall prepare a work-up plan that will be evaluated and accepted prior to the start of the upgrade. The contractor shall submit to the Contracting Officer or the NIST Maximo Administrator by e-mail, the upgrade plan in an electronic Word document. The NIST Maximo Administrator shall review the upgrade plan and provide a written response within 10 working days. No work shall start on the actual upgrade until the plan is reviewed and approved.

In the base year, the contractor shall start the upgrade and maintenance work within 30 calendar days after receipt of award (ARO). During the option years, the contractor shall start the upgrade and maintenance work within 30 calendar days after receipt of the modification exercising the option. The contractor shall complete the upgrade and maintenance work within 20 calendar days after acceptance by the NIST Maximo Administrator.

For on-site upgrade and maintenance, the Government will furnish a workstation for the contractor’s use. The NIST Maximo Administrator will be available to access necessary systems and contact NIST IT personnel when required for the contractor to complete the upgrade and maintenance. The contractor shall not access NIST IT Systems with other than Government hardware.

The upgrade and maintenance is considered complete when EMSS has a verified that the version of Maximo Asset Management is the most current version available, is operations, and provides a set-up document of the upgrade.

TRAINING SECTION

The contractor shall provide annual training for two NIST government employees after the completed upgrade on the upgraded version of the software. The training shall be equal to, or exceed what IBM offers for that version’s fundamental training. The training can be on the Boulder site, at the contractor’s site or the location for which the training is being offered. Any travel, for government employees will be at the Government’s expense. The training shall be scheduled with the NIST Maximo Administrator within two weeks of the completed upgrade, and the training shall occur within two months of the completed upgrade.

The contractor shall provide to the NIST Maximo Administrator, after the completion of upgrades, a training manual on the usage of all the new upgrade aspects and changes. The training manual shall be capable of being reproduced.

Subscription & support Section

Subscription The Subscription Section for Maximo Asset Management shall provide at a minimum:

· Access to new releases and versions of Maximo licensed IBM software

· Notifications of new releases, versions and technical support information as it becomes available

2. Support The Support Section for Maximo Asset Management shall provide at a minimum:

· Remote problem analysis and assistance during NIST normal business hours, Monday through Friday, 7:00am to 4:00pm excluding Federal Holidays.

· Assistance with identifying the failing product/component.

· Assistance with remote problem determination and resolution.

· Voice and electronic access support for code-related problems.

· Support for routine, short duration installation and usage questions

· 7 day, 24 hour support for mission critical emergencies (Severity 1) during off-shift hours.

· Response time objective of two hours during prime shift for voice and electronic problem submissions.

· Response objective for critical/emergency problems during off-shift hours is two hours.

· Unlimited number of technical support incidents.

· Access to registered Web site for enhanced electronic support features

· Download interim fixes and fix packs.

· Search for technical notes, authorized program analysis reports (APARs) and other product and technical information to help answer technical questions.

· Receive weekly e-mail updates for flashes and fixes that can be enabled through an IBM notification function.

· Submit and track Problem Management Records (PMRs) electronically by using a Service Request (SR) tool.

· Ability to assign a Site Technical Contact (STC) who maintains the list of technical IS staff that is authorized to submit/view problem records to the contractor.

· There shall be no limit to the number of technical IS staff who can be authorized to submit problems to the contractor support specialists.

End of Statement of work