OSSO-393-2019-0049_Carousel_Maintenance_SOWrev.docx

STATEMENT OF WORK (SOW)

Warehouse Carousel Hardware System Maintenance Support 8/01/19

1. INTRODUCTION

1.1 BACKGROUND

The Warehouse Carousel System (WCS) is the order picking technology system for the Centers for Medicare and Medicaid Services (CMS) Warehouse, located at 7500 Security Boulevard, Baltimore, Maryland 21244. The WCS, which is maintained by the Administrative Services Group (ASG) was introduced at CMS in 2009. The software, Warehouse Librarian (WL), is integrated with the WCS (three carousel units manufactured by White Systems/Intek) to support CMS materials (publication, forms, manuals and commodity items) distribution operations.

The current vendor supports the software and hardware that allows ordering, storage and retrieval of CMS materials (publications, forms, manuals and commodity items) by CMS customers, including providers, intermediaries, advocacy groups, CMS employees and other government agencies, who request or order these materials via an external website.

1.2 PURPOSE

The purpose of this contract is to obtain a Hardware Support Agreement to cover CMS White’s automated storage and retrieval carousel equipment. The CMS White’s Automated Storage and Retrieval system consists of a variety of computer-controlled systems for automatically placing and retrieving loads of CMS distributed publications from defined storage locations.

2. SCOPE OF WORK

Under the Hardware Support Agreement, the covered equipment in Centers for Medicare & Medicaid Services will receive repair on all machine-based failures, with no additional charges for labor, parts or travel expenses.

Under the Hardware support Agreement, contractor’s local technician will arrive on site within 24 hours of notification of a failure not reconcilable over the phone during normal business hours (8:00am to 5:00pm, Monday thru Friday).

Under the Hardware Support Agreement, CMS will receive two (2) visits during the term of the contract (scheduled in advance) to perform periodic maintenance and evaluate equipment condition.

Under the Hardware support Agreement, CMS will have unlimited phone support access to the White Inc. 24/7 Customer Hotline.

3. CAROUSEL HARDWARE MAINTENANCE REQUIREMENTS

3.1 LIGHTREE MAINTENANCE REQUIREMENTS

Maintenance of 6 Lightree units, including mounting brackets to maintain position or close to allow functionality.

3.2 SORTBAR MAINTENANCE REQUIREMENTS

Maintenance of 2 sort bar units.

4. PERIOD OF PERFORMANCE

The anticipated period of performance for this Statement of Work will be 1 year with 4 option years from the Award date.

5. DELIVERABLES

5.1 Hardware/Software Support & Maintenance:

Contractor will provide hardware maintenance and extended warranty repairs to Carousels, Lightrees, Sortbars for one (1) year from the award date of the contract. The maintenance contract will be offered on a renewable basis annually.

5.1.1 Support & Maintenance

Contractor will provide CMS with support of a technical nature as defined in Covered Services below, with respect to all WCS hardware, including the carousels, lightrees, and Sortbars.

The Contractor will provide hardware maintenance and extended warranty repairs to WCS system hardware for one (1) year from the award date of the contract.

This support and maintenance covers the following hardware: Carousels, Lightrees, and Sortbars.

5.1.2 Extended Warranty:

This support and maintenance extends the original warranty for the duration of the support coverage (i.e. one year from the contract award date). The extended warranty for the hardware is governed by the warranty defined in the Hardware License Agreement.

Subsequent updates and upgrades as purchased or provided otherwise are also covered under the terms of this support and maintenance.

5.1.3 Covered Warehouse Hardware:

This Agreement covers the "Warehouse Carousel System" defined as the above associated hardware, including the Carousels, Lightrees, and Sort bars, at the following location: 7500 Security Boulevard, Baltimore, Maryland 21244..

5.2 Engineer Assignment

Contractor will assign a primary engineer to service CMS in their use of the maintenance contract. The engineer assigned to CMS will be familiar with CMS's system configuration and the tasks specific to CMS. This familiarity will ensure consistency, streamline communications, and provide high quality service. In addition, the assignment of an engineer will not limit access to other Contractor engineers. All of the resources of Contractor's Customer Service Staff will be available to CMS.

CMS's Warehouse Carousel System Supervisor(s) must make all requests for technical support. CMS's Warehouse Carousel System Supervisor(s) will be designated at award of contract. CMS agrees to notify, in writing, Contractor upon a change in the designated Warehouse Carousel System Supervisor(s).

CMS may designate another employee as a secondary point of contact.

All requests for service or support shall be communicated through a designated Warehouse Carousel System Supervisor.

At least one Warehouse Carousel System Supervisor will be available during regular business hours.

One Warehouse Carousel System Supervisor will be available to assist Contractor personnel during the troubleshooting and diagnosis of issues.

CMS agrees to designate employees who are trained in the software and competent in its use.

5.3 Production Support

Contractor will provide unlimited telephone support to CMS during Regular Business Hours. Production support ensures the Warehouse Carousel System performs as originally installed and accepted by CMS. Examples of production support provided are:

· Questions on the use of the system or system functionality for previously trained employees.

· System supervisor and operational support

· Error condition resolution.

· Assistance in investigating and determining the source of system malfunctions.

5.4 Consulting

Contractor will provide CMS with free consulting (via telephone or email) on system modifications and enhancements as well as possible operational changes and configuration changes associated with the system during Regular Business Hours. CMS may contact the assigned member of Contractor's customer service staff to discuss the feasibility of modifications and enhancements to the current system. Contractor will provide assistance with defining the desired functionality, defining the scope of the enhancement, and possible difficulties the modification may cause. CMS may request a formal bid for the desired modification or enhancement. Contractor will deliver in a timely manner, a fixed-price bid for the desired modification or enhancement.

5.5 Hardware Updates (same version update)

All "Hardware Updates" include enhancements, corrections, modifications, and additions to the hardware contained in the Warehouse Carousel System. Updates may also include later versions of the Product. For the duration of this support coverage and upon payment of the annual maintenance fee, CMS will receive for its use all updates to previously licensed modules issued by Contractor.

5.6 Hardware Upgrades (new version upgrade)

All "Hardware Upgrades" include major version releases of the Warehouse Carousel System hardware that require the installation of new versions of all previously installed Warehouse Carousel System hardware. For the duration of this support coverage and upon payment of the annual maintenance fee included as part of this SOW. CMS will receive for its use all Hardware Upgrades of previously installed hardware issued by Contractor.

Prior to the installation of the new version, CMS will be contacted with a summary of the changes in the new version. CMS may decline the installation of the new version.