P01 SOW V23 Zeiss Forum Support Agreement.docx

Statement of Work Contents

A. Project Title VISN 23 Zeiss Forum Support Agreement for Surgery ICC

B. Procurement Type Sole Source

C. Introduction VA Midwest Healthcare Network (VISN 23) requires a base plus four (4) option year support agreement for the Zeiss FORUM ophthalmic data management platform. The existing warranty period has expired, and continued upgrade vendor-supported maintenance is necessary to ensure all FORUM systems within VISN 23 remain fully operational, secure, and compatible with requirements for the Federal Electronic Health Record (EHR) deployment.

D. Background Zeiss FORUM is the primary system used within VISN 23 ophthalmology clinics to manage, store, and integrate ophthalmic diagnostic imaging data. The platform interfaces with key ophthalmic modalities and supports clinical workflows that feed into enterprise health record systems. With the expiration of the original warranty, VISN 23 no longer receives software updates, security patches, or technical troubleshooting from the vendor. To maintain compliance with Federal EHR integration requirements and ensure clinical continuity, a formal support contract is needed.

E. Scope The contractor shall provide comprehensive support services for all FORUM servers, clients, interfaces, and connected modules deployed across VISN 23: Black Hills Ft. Meade and Hot Springs, Central Iowa, Fargo, Iowa City, Minneapolis, Omaha, Grand Island, Lincoln, Sioux Falls, St. Cloud.

F. Place of Performance The VISN 23 facilities and addresses are outlined in the table below:

G. Period of Performance The Contractor shall provide Zeiss Forum support for all VISN 23 facilities for a period of one base year plus four (4) option years:

Unless otherwise noted, work shall be performed during normal business days and hours at each VA facility, which is typically comprised of Monday through Friday each week (except federal holidays) between 8:00 a.m. and 4:30 p.m. local standard time. Contractor shall confirm each facility normal business days and hours with facility Point of Contacts (POCs).

H. Point of Contacts The COR shall confirm and provide an updated list of facility Point of Contacts (POCs) to the Contractor after award. The Contractor shall work with facility POC(s) to get additional facility POC(s) as needed to assist with coordination, planning and implementation of support, testing and maintenance.

Greg.Darrow@va.gov

Rachelle.Hardesty@va.gov Jonathan.Maruszewski@va.gov Perry.Rupp@va.gov Wayne.Berglund@va.gov Wesley.Walker1@va.gov

Kyle.Anderson2@va.gov Lincoln.Geren@va.gov Julie.Drew@va.gov Danyelle.Russell@va.gov Richard.Bahlmann@va.gov Ricky.Jones3@va.gov Bailey.Panjkovich@va.gov

Howard.Burnett@va.gov

Jennifer.Jensen3@va.gov Amy.Johnson12@va.gov Robert.Edie@va.gov Chad.Clark@va.gov Jennifer.Ernst@va.gov

Thomas.Oetting@va.gov Justine.Wagaman@va.gov Jaclyn.Franck@va.gov Joe.Manning@va.gov Christine.Lawson@va.gov Dylan.Dolan@va.gov Diem.Nguyen3@va.gov Matthew.Crosby@va.gov Aaron.Nissley@va.gov

Morgan.Pansegrau@va.gov Gavin.Thorsrud@va.gov Kristine.Fey@va.gov Roger.Thomas@va.gov Michael.Phelps@va.gov Heather.Lopez@va.gov David.Wunderlich@va.gov Jerome.Gunn@va.gov

Monica.Evans3@va.gov James.Mazurek@va.gov William.Long3@va.gov Jason.Junge@va.gov Abigail.Atteberry@va.gov Wesley.Bieker@va.gov

Daniel.Dillman@va.gov Shawn.Oglesby@va.gov Phillip.Moran@va.gov

Jeffrey.DesCamps@va.gov

The Contractor shall provide the COR and facility POC(s) an Escalation Pathway process and list of Contractor POC(s) with after-hours cell phone numbers and emails for VA to use during urgent/emergent situations that need quick resolution.

I. Out of Scope Services Contractor shall immediately, but not later than 24 consecutive hours after discovery, notify the CO and COR, (in writing), of the existence of the development of any defects in, or remediation required to, the scheduled solution which the contractor considers they are not responsible for under the terms of the contract. Contactor shall furnish the COR with a written estimate of the cost to make necessary remediation. Any additional charges claimed will be approved by the CO via the COR before service is completed.

J. Work Performance The Contractor shall provide/comply with the following requirements:

a) Software updates and upgrades, including all major and minor releases per VHA security protocols, procedures and requirements of the VA’s Office of Information Technology.

b) Provide all licensing required to support the system.

c) Virus protection updates, security patches and maintenance required for Federal EHR compatibility.

d) Technical support via phone, email, or remote access. FORUM Support Line is (844) 352-2965 and email is datamanagment.meditec.us@zeiss.com

e) Provide Remote Engineering Technical Support M-F 5am to 5pm PST support to address, escalated issues, questions and problems on an immediate, real-time basis.

f) Provide diagnosis/root cause analysis.

g) Provide defined resolution approach: workaround or fix.

h) Provide operator instruction on actions to be taken on the customer's end to correct the problem.

i) Provide quality and training initiatives to increase operator knowledge and decrease the number of incoming incidents.

j) Guidance, troubleshooting and support for system, database, interface, configuration, workflow optimization and issues, and connectivity with ophthalmic devices.

k) Access to Zeiss FORUM knowledge bases, engineering resources, and system documentation.

l) Validation assistance and support for updates required for VA/DoD EHR integration.

m) Provide solutions based on current technology and provide options for enhancements.

n) Communicate and coordinate in advance to the COR and facility POC(s) any third-party products, software, or services that are needed at each facility, but are not provided by the Contractor, so VA can plan and coordinate to procure any items needed separately.

o) Perform quality assurance and connectivity testing. Upon completion of service, the Contractor shall test the system to ensure it is fully functional in accordance with the manufacturer specifications and VA standards. Testing shall be coordinated and scheduled with the COR and facility POC(s).

p) Provide support compatible with Federal EHR and VISTA EMR systems. The current EMR is VISTA and the future EMR is Federal EHR. The Contractor shall provide implementation, testing and support of all interface requirements between the system and VistA. Contractor shall ensure connectivity and interfacing with EMR is functional.

q) Coordinate with other Vendors and/or Contractors (e.g., Federal EHR) and/or VA when necessary to maintain system operational uptime.

r) Provide overnight, next-day delivery of parts when needed to maintain full performance of the system. The Contractor shall provide shipping to return any defective parts from VA Facilities to the Contractor. There shall be no additional cost to the Government for shipping.

K. Conformance Standards The Contractor shall ensure all products function in conformance with the latest published edition and guidelines of Manufacturer’s Specifications, Association for the Advancement of Medical Instrumentation (AAMI), Joint Commission for the Accreditation of Healthcare Organizations (JCAHO), National Fire Protection Agency 99 (NFPA-99), Center for Device and Radiological Health (CDRH), Original Equipment Manufacturer (OEM), American Hospital Association (AHA), Institute of Electrical And Electronic Engineers (IEEE), Underwriters Laboratories (UL), Occupational Safety and Health Administration (OSHA), College of American Pathologists (CAP), VAHCS standard, and any other Federal, State, and Local regulations pertaining to the products listed for this contract.

L. Network Security The Contractor shall comply with all VHA security protocols, procedures and requirements of the VA’s Office of Information Technology including filling out and providing all necessary forms upon request within ten (10) days from receipt from the VA:

a) Any connections to the VA OI&T network shall be compliant with VA Directive 6500 and 6550.

i. The Contractor shall complete and return separate 6550 forms with accurate information for the product and software.

ii. The Contractor shall provide each product’s MDS2, network topology infrastructure.

and a diagram of data flow for each product.

b) Any offsite server or network maintenance or support provided by the Contractor can only be done via VPN access after the Contractor has obtained the Site-to-Site (S2S) VPN access from the VA. A Business Associates Agreement (BAA) and Memorandum of Site-to-Site Understanding/Interconnection Security Agreement (MOU/ISA) may be required.

i. The Contractor shall complete and return BAA forms for the product.

ii. The Contractor shall have an active MOU-ISA in place, or the Contractor shall work with VA to get an MOU-ISA in place within 6 months of award if determined beneficial.

c) If applicable, the product software shall be approved in the Office of Information Technology’s Technical Resource Manual (TRM) or the Contractor shall be willing to gain approval in TRM.

d) The product shall be FIPS 140-2 or FIPS 140-3 compliant or current version. The Contractor will identify the certificate number for FIPS compliance.

e) If a cloud service Platform as a Service (PaaS), Cloud Instance or Software as a Service (SaaS) is selected as part of the project to include providing software patches, please review and reference VA Directive 6517 Cloud Computing Services and follow VA Enterprise Cloud Solution Intake processes.

f) Describe whether the system can integrate with Active Directory or LDAP or Single Sign-on (SSO) with Active Directory.

M. Implementation/Project Management The Contractor shall provide project management services as needed as part of the support purchase for recalls, PM’s, upgrades, etc, included in the support contract. Project Management Services shall include, but are not limited to:

a) A project manager.

b) A Contractor Project Management Plan (CPMP) that lays out the Contractor’s approach, timeline, and tools to be used in execution of the contract. The CPMP should take the form of both a narrative and graphic format that displays the schedule, milestones, risks, and resource support. The CPMP shall also include how the Contractor shall coordinate and execute planned, routine, and ad hoc data collection reporting requests. The initial baseline CPMP shall be concurred upon and updated with the COR and facility POC(s). The Contractor shall update and maintain the VA PM-approved CPMP throughout the POP. The CPMP shall include but is not limited to:.

i. A Gantt Chart (or similar chart) with defined roles and responsibilities (including Contractor provided and VA resources) outlining the detailed support timeline.

ii. Technical support plan to configure, test, and calibrate the products, interfaces, software, etc.

iii. Updates and upgrades plan and checklist outlining any pre-work needed for site readiness.

iv. Training plan to include but not limited to Clinical user and super user training, Biomed technical training, before, during and after updates and upgrades.

VISN 23 has designated technical, clinical and logistics POC(s) for each facility that shall be provided upon award. The Contractor shall work with the COR and facility POC(s) to coordinate and implement the support, maintenance, updates and upgrades.

a) Within 2 weeks of the award date, the Contractor shall provide a draft project management plan with milestones, deliverables, and draft schedule/timeline, including the activities required in support of PM’s, updates and upgrades and clearly delineating the party responsible for accomplishing each activity.

b) Within 3 weeks of the award date, the Contractor shall hold a kickoff meeting with the designated COR and facility technical, clinical and logistics POC(s) to review the project management plan, communications plan, support plan and schedule.

c) The Contractor project manager shall hold weekly or as needed periodic project meetings (via MS Teams) with the COR and facility POC(s) to report progress, challenges and lessons learned for all facilities.

d) The Contractor shall provide a meeting agenda prior to all meetings and send meeting minutes including attendance after each meeting to the stakeholders. If possible, the Contractor shall record all meetings and share the recording with all the VA stakeholders in the meeting minutes. The recording shall be available to VA upon request and shall not expire.

e) When the update and upgrade service is complete at each facility, the Contractor shall present an acceptance letter to the facility POC(s) and COR for signature.

f) Within 3 weeks of updates and upgrades completion, the Contractor shall hold a Lessons Learned meeting with the COR and facility POC(s) to review project input and feedback. The contractor shall include an After-Action Report with the meeting minutes outlining the lessons learned and action items discussed, including but not limited to:

i. What can be improved and done better next time.

ii. What items that can be fixed.

1) Suggest solutions to identified problems.

2) If there is no solution yet, provide some options.

iii. What are the successes to maintain those strengths.

N. Manuals, Release Notes and Service Bulletins VA will not provide service manuals of service diagnostic software to the contractor. The contractor shall obtain, have on file, and make available to its personnel all operational and technical documentation, (such as: operational and service manuals, schematics, and parts list), which are necessary to meet the performance requirements of this contract. The location and listing of the service data manuals, by name, and/or the manuals themselves shall be provided to the COR and facility POC(s) upon request.

The Contractor shall provide unlimited electronic copies and ongoing web-based access of the following documentation necessary for the operation and support of the system. These deliverables should be provided to the COR and facility POC(s) at the post award kick off meeting. Any upgrades to these documents shall be provided by the Contractor free of charge.

a) User, System Administration, Operating/Maintenance Manuals, Release Notes and Service Bulletins.

b) Complete technical service manuals including troubleshooting guides, necessary diagnostic software and products, schematic diagrams, and parts lists.

c) Electronic schematics, troubleshooting guides and parts lists for each proudct purchased.

d) Manuals shall include all components and subassemblies, including those not manufactured by the Contractor.

e) Manuals and documentation shall be identical to the ones supplied to the manufacturer’s service representatives and shall contain the diagnostic codes, commands, and passwords used in maintenance, repair and calibration of the product.

f) Training videos and materials for future staff.

O. Training The Contractor providing the support will be responsible for staff/user clinical and Biomed Technician service and support technical training remotely. System training shall be conducted prior to the system updates and upgrades and shall be conducted at various times to meet the needs of multiple VA work shifts. Training shall include initial user training, super user training and follow-up training. The Contractor shall coordinate with facility POC(s) and COR to provide staff education at a day/time that works for each VA facility. A System Technology and Services education professional (not sales reps) shall administer the training. Education curriculum must include the following:

a) Clinical training:

i. Clinical applications training.

ii. Training on the user interface, application, and its features.

iii. Super-user and end-user training with the capability of being self-sufficient in operating the system by the end of the training session.

iv. Quick notes or reference guides.

b) Technical training:

i. Technical maintenance and service training, addressing at minimum but not limited to the following topics:

1) Commissioning and preventive maintenance.

2) Operations and set-up.

3) User maintenance.

4) Repair in house.

5) Safety.

6) User troubleshooting tips.

7) Service Passwords for using the software.

8) Server maintenance and backup procedures.

ii. Interface configuration technical training.

iii. Workstation configuration technical training.

iv. Provide off-site Biomed school training options for site Biomedical Technicians and specify if airfare and lodging is included in the quote.

P. Updates and Upgrades Training The Contractor shall provide release notes and informational training sessions, or manual updates associated with all updates and/or upgrades. In addition to such documentation, the Contractor shall make available qualified personnel remotely for reasonable quantities of consulting with the VA users and superusers in connection with a new release containing material changes to the software usability.

Q. Upgrades, Maintenance and Technical Support The Contractor shall coordinate and perform all remote updates, scheduled preventive maintenance, unscheduled repairs, corrective maintenance, software version changes, updates, upgrades, patches, corrections, and new releases and technical support for products installed with the COR and facility POC(s), in accordance with the parameters defined in this SOW, during the period of performance of the contract.

The service under this task includes all labor, product testing, diagnostic software, supplies, shipping, and Contractor staff supervision necessary to perform remote services. The Contractor shall provide overnight, next-day delivery of parts when needed to maintain full performance of the system. The Contractor shall provide shipping to return any defective parts from VA Facilities to the Contractor. There shall be no additional cost to the Government for shipping.

R. System Testing The Contractor will perform quality assurance testing before installing a Patch or Maintenance Release. The Contractor shall participate in testing of the system interface devices and software and interfaces in accordance with a mutually agreed upon test script including connectivity tests with VistA, medical devices, VA networks, servers, workstations, data marts and data extractions for VA and/or commercial analytics systems. VA requires upgrade testing in both TEST VistA and LIVE VistA for best practice.

Upon completion of any system interface devices or software repairs, updates, upgrades and installations, the Contractor shall test the system to ensure it is fully functional in accordance with the manufacturer specifications. The Contractor shall also be responsible for validating compliance with VA data standards for the clinical data in the system. Testing shall be coordinated and scheduled with the COR and facility POC(s). The Contractor shall in conjunction with VA create for approval release documentation. The Contractor shall participate with VA in the system testing in accordance with to a mutually agreed upon test script, including connectivity with medical devices and for readiness for operation at the VA facilities and on the VA networks and servers. The Contractor shall also be responsible for validating compliance with VA data standards for the clinical data in the system and for testing the integrations of the system with VistA/Interfaces and with any data extraction or transfer.

S. Software Updates and Upgrades Upgrades are defined as the software and/or firmware changes that provide additional or improved application features and functionality to an existing system. All software and firmware upgrades shall be included as part of maintenance. All new software and firmware versions shall be covered in this agreement including all subsequent versions designed to replace a version installed.

The Contractor shall furnish, install, and maintain all software and firmware upgrades, version changes and/or updates to the system. The Contractor shall monitor and maintain the system at the most current software and firmware releases including maintaining up-to-date current security patches. Every effort shall be made by the Contractor to ensure all facilities have the most recent updates and patches for their installed version of the system. The Contractor shall communicate any known patch issues to the VA. The Contractor shall ensure compatibility with patch management service such as Windows Server Update Services (WSUS) or System Center Configuration Manager (SCCM). The Contractor shall provide any successor versions of system including, software/firmware updates, version changes, and upgrades. Software/firmware updates must be tested in non-clinical environments before being made available to all facilities. Installation shall be within a mutually agreed upon timeframe from the date the new release is made available.

T. Updates The Contractor shall provide system updates with all VISN facilities on contract, at no additional cost to VA. The updates can be initiated by the following:

a) By the Contractor to improve functionality of the system.

b) In response to changes in VA/VISN enterprise needs.

c) To maintain the system as compliant with VA data standards, VA information security requirements mandated by policy and procedural changes, and/or regulatory requirements.

d) To maintain compatibility with other systems.

e) To maintain VA standards in regard to security updates and patching.

Updates may be required to maintain compatibility among systems. Regardless of the reason for the update or upgrade, the Contractor shall plan and schedule these upgrades through coordination with the COR and facility POC(s).

U. Urgent Priority Updates Updates or connection related to patient safety, regulatory requirements security vulnerabilities interface to VistA will be classified as a patient safety issue with urgent priority. The Contractor shall provide an action plan via email to the COR and facility POC(s) within thirty (30) calendar days from discovery or announcement of security vulnerability and shall implement an update (fix) within a mutually agreed upon timeframe from the time of notification. Regardless of the reason of the update, the Contractor shall plan, coordinate, and schedule these updates across the VISN. All software and supporting release notes, user and technical literature shall be updated and provided to the VISN and facilities as software updates are implemented as designated in this SOW.

Software, including commercial Operating systems, must not be self-cancelling, which is interpreted to mean the function of the software will not be stopped due to elapsing time or other condition not identified with original product purchase. The Contractor is responsible to ensure any third party provided software is included in this restriction.

The Contractor shall report and distribute maintenance updates or releases by using an appropriate electronic media to the COR and facility POC(s). Alternatively, the Contractor may offer access to maintenance copies through its company website.

V. Interfaces The Contractor shall coordinate all system data elements and standards, and interfaces. Proper functionality and operation of the system at VA locations involves VA standardized data and interfaces with other systems. The Contractor shall provide implementation, testing and support of all interface requirements between the system and VistA.

As part of the unscheduled and scheduled maintenance, the Contractor shall ensure that all system sides of any interfaces, including Federal EHR, VistA, Medical Devices, and data transfer links are maintained consistently throughout the period of performance of the contract. The Contractor shall coordinate with other Vendors and/or Contractors (e.g., Federal EHR and/or VA when necessary to accomplish this task, including but not limited to coordinating and assisting with any required firmware upgrades necessary to make the interface protocol work (i.e., USB to serial).. The Contractor shall certify to the Contracting Officer, COR and facility POC(s), that its system interface with VistA meets VA standards.

W. Remote Technical Support The Contractor shall provide remote system technical support. This requirement includes, but is not limited to:

a) System interface device support.

b) Manage implementation of additional VA provided content into the system.

c) Software maintenance, troubleshooting, and support of the system.

d) Support for ongoing system reports and analytics.

e) Support for ongoing modification and additions to content and system.

X. Telephone and Online Support and Technical Consultation The Contractor shall provide VA with toll-free corporate office telephone numbers, mobile telephone numbers, and email addresses for the Contractor’s key staff for both normal hours and after hours (if applicable). The Contractor shall provide telephone and online remote support for updates, maintenance and technical support. The Contractor shall allow an unlimited number of requests.

The Contractor shall provide customer support assistance for technical problems, functional incidents, or general questions during business hours. The Contractor shall provide the following communication options: a Contractor help desk number, for incidents or general questions. For each request, the Contractor shall communicate the following via email or telephone to VA facilities or make available online, in response to each event communicated by VA to the Contractor:

a) Brief Description of the problem.

b) What version or software being affected.

c) What product is being affected.

d) If this issue affects patient safety.

e) Workaround (if any) and expected release date of patch, upgrade, or update (if any).

f) Status and estimated completion date/time.

The Contractor shall communicate known material, product, interface device or software issues to the COR monthly via monthly service reports. The Contractor shall respond to a request for unscheduled corrective maintenance for issues, malfunctions, or failures, by a fully qualified representative, in accordance with response time requirements defined in this SOW.

Y. Scheduled Maintenance The Contractor shall perform scheduled (preventive) maintenance in accordance with manufacturer’s recommendations at all VISN 23 facilities, per the following standards:

a) Joint Commission standard EC.02.04.01 EP.4 & 5, EC.02.04.03 EP.2 & 3

b) ANSI/AAMI/ISO 13485:2016/(R)2019, Medical Devices – Quality management systems – Requirements for regulatory purposes.

c) VHA PM Service Bulletin SB2025-001.

The Contractor shall initiate corrective maintenance with the COR and facility POC(s) concurrence, when defects are discovered as a result of the Contractor performing scheduled/preventive maintenance services. Any defects found during scheduled maintenance shall be fixed.

The Contractor shall provide scheduled maintenance and software updates for the system application during normal working hours or at a mutually agreed upon time by the COR, facility POC(s) and the Contractor. The Contractor shall contact the COR and facility POC(s) to schedule mutually agreeable times for the performance of any scheduled activities. The Contractor shall recommend to the COR and facility POC(s) when resources should be made available for scheduled maintenance. Upon COR and facility POC(s) approval, the Contractor shall finalize that schedule.

Z. Unscheduled Maintenance The Contractor shall provide the VISN and VA facilities with an unlimited number of unscheduled maintenance, corrective maintenance and technical support incidents during the period of performance of the contract with COR and facility POC(s) concurrence. All support requests shall be tied to a contractor provided ticketing system for tracking purposes. The Contractor shall be liable for any incidents caused by damage or neglect on their part. The Contractor shall troubleshoot, repair and/or resolve, on request by the COR or facility POC(s), all products and software installed at each VISN 23 site. All products and software repaired by the Contractor shall be restored to manufacturer’s specifications.

Product replacement due to maintenance remediation shall be the Contractor’s responsibility. In the event that the Contractor is unable to repair or resolve an product problem, the Contractor shall promptly replace all system software and products installed at each VISN 23 site at no additional cost.

AA. Response Time The Contractor shall provide the maintenance and technical support within a specified time published in the response time requirements below. The Contractor shall be responsible to coordinate the method of response with the COR and facility POC(s).

Below is a list response times by priority types as defined by this SOW. The Contractor shall meet the response time requirements associated with each priority:

a) Disabled System means the system and its delivered products are unavailable for clinical use.

b) Non-Critical Failure means any other non-operational support state other than a Disabled System.

The Contractor shall notify the Government as soon as restoration time is known. The notification shall include a projected repair completion time and any reason for delay.

AB. System Uptime The Contractor shall ensure the system is operable and available for use with a system uptime of at least 96% of the time. Downtime will be computed from notification of problem. Scheduled maintenance will be excluded from downtime during normal working hours. System Uptime will be computed during a month-long time period.

AC. Service Reports and Electronic Service Log The Contractor shall provide a Service Report to the VA facility POC emails designated below within 72 hours of completion of a remote or onsite service call.

The Contractor shall provide and maintain an Electronic Service Log with consolidated service report data for tracking of all services performed under this contract for all systems and products. This Electronic Service Log shall be VA-accessible. The content of the log shall include all service calls, repairs, updates, upgrades, version changes, or changes required to the system and special service requests generated throughout the duration of the contract.

The Service Report and each service item on the Electronic Service Log shall document the services rendered and, when applicable, shall include the VA purchase order number, a unique reference number, product or software description, make/model, product entry (barcode) number, serial number, date and time of failure reported, date, time and location of service, description of services, the latest version of software patch or upgrade, detailed descriptions of the issue or scheduled and unscheduled maintenance procedures performed, root cause, corrective action taken including replaced parts, follow up action required, estimated completion time, date complete, results of services, VA submitter, name of individual who performed the services, and travel, labor and parts information.

This log can be web-based for easy access by the Government and the Contractor. The Contractor shall provide a sample of the above log for approval by the COR and facility POC(s) before implementing the Electronic Service Log.

The Contractor shall provide quarterly reports noting system performance, system utilization, and number of service tickets placed.

The Contractor shall host monthly Service Report meetings (upon request) including facility POC(s) and COR. The agenda shall include but is not limited to:

a) Monthly Service reports: Reactive, routine technical support and problem escalations.

i. Review any questions about Monthly Service Report (to be sent to POC(s) and COR the first week of the month for prior month).

ii. Any cross-site issues or repeat issues at same site.

iii. Current open escalations with the Contractor.

iv. Assess use of local troubleshooting process and contacting the Contractor to report any issues or request support. This call process is needed to log, track and trend all support needs and determine response time by the Contractor to provide support.

b) Maintenance activities.

i. Scheduled/Preventive maintenance: Update/review action plan for 3rd party software updates/upgrades, OS patching.

ii. Unscheduled maintenance or outages: Report on any events from prior month, identify any trend or pattern with other prior unscheduled maintenance or outage events.

c) Software updates.

i. Review if any new Contractor issued field change orders.

ii. Plan to schedule and apply hotfixes, patches.

iii. If hotfixes/patch applied the previous month, any problems with process or user impacts.

d) Interface support

i. VistA interface Support

ii. Medical Device Interface Support

AD. Product Modifications, Removal or Recall The Contractor shall guide the VISN and facilities through obtaining any additional hardware or software needed to avoid obsolescence during the performance period. The Contractor shall notify the COR and facility POC(s) when supplied hardware or software will approach EOL/EOS and shall offer for replacement those hardware and software. The Contractor shall promptly notify the COR and facility POC(s) of any recalls and end of life/service cycles.

If any product supported under this agreement and subsequent task orders requires modification, is removed or recalled by the Contractor or manufacturer, or if any required modification, removal or recall is suggested or mandated by a regulatory or official agency (such as the manufacturer, Food and Drug Administration, The Joint Commission), the Contractor shall notify the COR and facility POC(s) within forty-eight (48) hours via email notification that includes the following information:

a) Complete item description and identification.

b) Reasons for modifications, removal, or recall.

c) Necessary steps for return for credit of the software or product, product replacement, or corrective action.

The Contractor shall provide the above information to the Contracting Officer, COR and facility POC(s) for all VA Facilities who purchased the product. The COR shall be provided a copy of the notification and a list of all VA facilities notified. The Contractor shall perform all steps required for return for credit, replacement, or corrective action for all affected facilities.

AE. Delivery, Shipping and Materials Requirements The Contractor shall coordinate in advance with site designated facility POC(s) and COR the delivery of products to final destination and obtain the appropriate Supply Chain Management POC to include in the communication plan. The Contractor shall provide the COR and facility POC(s) with a delivery and storage plan. All products must be processed through Supply Chain Management prior to going to final destination. Prior to shipping any product, software, or other material, the Contractor shall notify facility POC(s) and COR by email of all incoming deliveries including line-by-line details for review of requirements and to ensure sites have adequate storage space. Parts shall not be delivered more than one week prior to installation. Parts shall be stored no longer than one week in the warehouse. The Contractor shall make any changes to the delivery schedule at the request of facility POC(s) and COR. The Contractor shall provide parts delivery, shipping and tracking information to the facility POC(s) and COR in advance before product arrival at the facility.

The Contractor is responsible for inventorying materials prior to delivery to VA sites to check for accuracy in quantity and part number. Materials provided shall be new products. Hardware and software shall be the newest, state of the art available and shall provide the highest level of development at time of replacement. The Contractor shall deliver materials to the job site in OEM's (Original Equipment Manufacturer) original unopened containers, clearly labeled on the external shipping labels and associated manifests or packing lists with the OEM's name, product model and serial identification numbers, Purchase Order (PO) number and facility Technical POC. The Contractor shall tag the bill of materials by area/room for ease of installation.

In the case of multiple container deliveries, a statement readable near the VA PO number shall indicate total number of containers for the complete shipment (i.e., “Package 1 of 2”), clearly readable on manifests and external shipping labels. Facility POC (s) may reject items that do not conform to any of these requirements.

AF. Inspection and Acceptance The Contractor shall inspect, adjust, repair and test to ensure safe reliable products and service within all tolerances as required by manufacturer’s specifications. The Contractor shall conduct a joint inspection of product, software and services with the facility POC(s) upon completion of the project. In the event deficiencies are identified, the Contractor shall provide the date when the identified deficiencies will be addressed if not addressed on the date of installation. The Contractor shall conduct a joint inspection of product, software and services with the facility POC(s) after addressing all deficiencies. All deficiencies identified in the joint inspections shall be fixed by the Contractor prior to government acceptance of the item. Any disputes shall be resolved by the Contracting Officer and the Contractor.

AG. Warranty The Contractor shall provide a minimum one (1) year warranty for products, parts, labor, software and services from date of commissioning and acceptance by the COR and facility POC(s). Any new product, once installed by the Contractor and accepted by the COR and facility POC(s), will be immediately included under the support maintenance coverage and service response times defined in this agreement and would fall under this warranty for the first twelve (12) months after Go Live. The manufacturer’s factory-trained field service personnel (not sales reps) shall perform maintenance during the warranty period. This warranty shall include, at no additional charge, any and all product service programs, such as remote diagnostics and product replacement, during the warranty period. The warranty period shall not begin until after VA authorized personnel have accepted the products delivery, installation, and functionality. Software updates shall be provided for the life of the product at no additional charge.

The Contractor shall state warranty parameters. In addition, Contractor shall indicate availability and cost of extended product warranty options.

AH. Invoicing Detailed invoices will be submitted by the Contractor in arrears after VA receipt and acceptance product, software and services. Invoices must include purchase order (PO) number, contract number, PO line items and description, period of service covered/dates, and cost at a minimum. The Contractor shall reduce the number of invoices by including all relevant line items onto one invoice. Each line item on the invoice shall include the facility, POP and LINS each line item pertains to. Invoices may be rejected that do not conform to these requirements.

The Contractor shall submit invoices electronically through the VA’s Financial Service Center (FSC) for payment. Paper, emailed and faxed invoices are not accepted by the government. Electronic invoicing process can be found at http://www.fsc.va.gov/einvoice.asp Contact vafsccshd@va.gov or call 877-353-9791 for questions on invoicing.

Number for technical support: 866-340-4980 Technical Support site: https://www.tungsten-network.com/us/contact-us/#email-us https://www.tungsten-network.com/customer-campaigns/veterans-affairs/

AI. Order of Precedence All work described and provided by the Contractor, shall be performed in accordance with this SOW and Addendum applicable. The VA provided SOW shall become effective on the date the Contractor receives a signed Purchase Order. The Contractor shall be bound by any conflicting terms that may appear in any Contractor provided documentation presented as part of the bid solicitation. Any services that are not in this SOW are considered Out-of-Scope.