P01 SOW.pdf

Statement of Work

Netsmart Methadone Dispensing Software

1.1. The Contractor shall provide 24/7 technical support of its AMS Methadone dispensing software for equipment located at the San Francisco VA Medical Center, 4150 Clement Street, Building 1, Room 12, Dispensing Clinic, San Francisco, CA 94121.

2.0. Equipment to be serviced: (2) Methadone Dispensing Machines by Lab-Tec. Model Name: SciLog. Serial #E500-240-1099.

2.1. Contractor shall maintain the version of the licensed programs in substantial conformance with its specifications as amended periodically by the Contractor.

2.2. Contractor shall make its best effort to either correct any reproducible errors or malfunctions in the current or immediate prior release of licensed programs which prevents the software from operating in substantial conformance with Contrator’s specifications or provide a commercially reasonable alternative that will substantially conform with the specification applicable under Federal regulations and by law.

2.3. The VA will make requests for support service in writing specifying a problem caused by a defect in the licensed programs. If the VA makes a verbal request for support service, the VA will provide the Contractor with written documentation and information.

2.4. The contractor’s analysis of the support service request indicates that the problem is caused by a reproducible problem or defect, the Contractor shall make its best effort to provide support servie in accordance with the following prioritization of reported problems:

2.4.1. Priority 1: Will be assigned when the licensed program or a material licensed program functional component is not operational such as patient registration screen input/update/inquiry. Contractor shall make best efforts to correct Priority 1 problems, or to provide a plan for such correction, within (2) business days.

2.4.2. Priority 2: Will be assigned to less critical functions such as low impact screens and report printing errors. Best efforts will be made to correct Priority 2 problems, or to provide a plan for such correction, within five (5) business days.

2.4.3. Priority 3 will be assigned to problems not having a major impact on the VA’s ability to run the licensed program but which obviously requires correction. Priority 3 problems will be responded to within ten (10) working days with a corrective plan and scheduled date for the implementation of the correction.

2.5. On a timely basis, the Contractor shall provide the VA with:

2.5.1. Such updates as are distributed without charge to other licenses which reflect modifications incremental improvements made to the licenses programs by the Contractor.

2.5.2. An opportunity to obtain enhancements to the licensed programs for which charges are imposed on the same terms as such enhancements are generally made available to other licensees.

2.5.3. Telephone support to answer the VA’s questions about the licensed programs and their use.

2.6. If reasonable analysis by the Contractor indicated that a reported error or malfunction is caused by a problem related to equipment used by the VA, the equipment’s system software or applicable software other than licensed programs or the VA’s misuse or modification of the licensed programs, the Contractor’s responsibility shall be limited to the correction of the portion, if any, of the problems caused by the licensed programs. The VA, at the Contractor’s option, will pay the Contractor for the cost of analyzing the reported error at the Contractor’s prevailing time and materials rate.

3. Qualifications. All work for the duration of the contract shall be performed by certified and licensed technicians skilled in all areas of the services being provided by the Contractor.