P09 SOW VALL Radiometer ABL90 Flex Plus AQURE Platinum Software OR EQUAL.pdf

STATEMENT OF WORK

VA Loma Linda – Radiometer AQURE Service Platinum Software OR EQUAL

1. INTRODUCTION / BACKGROUND INFORMATION

The Department of Veterans Affairs (VA) Loma Linda Medical Center (VALLMC) requires a comprehensive service contract for its Radiometer AQURE software platform (including associated FlexLink functionality) OR EQUAL. AQURE is the centralized middleware and data management system that connects Radiometer blood gas analyzers to the laboratory information system and electronic health record. Continuous availability, security, and interoperability of this software are essential to support real-time patient testing, result delivery, and clinical decision-making for Veterans.

This Statement of Work (SOW) defines the technical and performance requirements for a contractor to provide software updates, operating system maintenance, remote and onsite support, ADT/HL7 interface troubleshooting, documentation, and related services for the Radiometer AQURE software environment installed at VALLMC.

2. PLACE OF PERFORMANCE

VA Loma Linda Medical Center 11201 Benton Street Loma Linda, CA 92357

Services may be performed on-site at the above location or, when appropriate and authorized, remotely. All on-site work shall be coordinated in advance with the Contracting Officer’s Representative (COR).

2.1 Hours of Operation and Scheduling

All normal (non-emergency) work shall be scheduled Monday through Friday, 7:00 AM to 5:00 PM Pacific Time, and coordinated in advance with the COR:

Milton Arzate Phone: (909) 825-7084 Email: Milton.Arzate@va.gov mailto:Milton.Arzate@va.gov

Emergency and after-hours response shall be available in accordance with the 24/7 support requirements stated in the Salient Characteristics below.

3. SCOPE OF WORK

VA Loma Linda Medical Center (VALLMC) requires a comprehensive service contract that ensures continuous operational readiness, security compliance, and reliable interoperability of its Radiometer AQURE software platform (including FlexLink). The contractor shall furnish all labor, supervision, tools, software, travel, and other resources necessary to accomplish the requirements of this SOW, except as may otherwise be specified herein.

4. REQUIREMENTS / TASKS

The contractor shall provide all resources necessary to accomplish the deliverables as described in this Statement of Work (SOW), except as may otherwise be specified. The following requirements constitute the core technical and service obligations under this contract:

4.1. Shall include AQURE software revision updates as released by the manufacturer to maintain current functionality, security, and compatibility.

4.2. Shall include AQURE server operating system (OS) updates as needed to maintain end-of-life (EOL) compliance and ongoing vendor support.

4.3. Shall provide support for ADT/HL7-related issues that impact Radiometer AQURE or FlexLink software functionality.

4.4. Shall provide 24/7 phone and remote troubleshooting support, enabling certified field service engineers to manage issues outside normal business hours.

4.5. Shall include remote software updates and diagnostics, with each session logged (timestamp and personnel identifier) for full traceability.

4.6. Shall ensure next-business-day or same-day onsite response, establishing the fastest available onsite service tier.

5. CONFIRMATION OF WORK

All work performed under this contract shall be confirmed and is subject to Quality Control Methods before final acceptance by the COR, Milton Arzate. The contractor shall provide written service reports or electronic tickets for every software update, OS patch, remote support session, onsite visit, and interface troubleshooting event. Documentation shall include date/time, system or server affected, work performed, personnel identifier, and outcome. The COR reserves the right to reject incomplete or non-conforming work and to require corrective action at no additional cost to the Government.

6. CONTRACTOR REQUIREMENTS

The contractor shall:

• Provide only personnel who are factory-trained and currently certified on the Radiometer AQURE and FlexLink software platforms.

• Maintain all required insurance, licenses, and certifications necessary to perform software and systems support work at a federal healthcare facility.

• Comply with all applicable VA, Joint Commission, cybersecurity, HIPAA, and manufacturer requirements while accessing VA systems or premises.

• Coordinate all on-site visits and remote access in advance with the COR and adhere to VA security and access procedures.

• Furnish all tools, diagnostic software, and materials required to perform the work.

• Maintain confidentiality of all Veteran and facility information in accordance with the Privacy Act, HIPAA, and VA directives.

7. PERIOD OF PERFORMANCE

The period of performance shall be determined upon contract award and will consist of a base year with four (4) one-year option periods. Option years may be exercised at the sole discretion of the Government in accordance with the terms of the contract.

8. CHANGES TO THE STATEMENT OF WORK

Any changes to this Statement of Work shall be authorized and approved only through written correspondence from the Contracting Officer (CO). A copy of each change order will be maintained in the official project file together with all other contract products. Costs incurred by the contractor as a result of actions by parties other than the Contracting Officer shall be borne solely by the contractor.

9. DELIVERABLES

The contractor shall provide the following deliverables throughout the period of performance:

• Service / Ticket Reports: Documentation for every software update, OS patch, remote session, onsite visit, and ADT/HL7 support event, submitted to the COR within five (5) business days of completion.

• Software & OS Update Log: A running record of all AQURE software revisions and server OS updates applied, including version numbers, dates, and confirmation of successful implementation.

• Incident Tracking Log: A continuously updated log of all support events with timestamps, personnel identifiers, issue descriptions, resolution actions, and outcomes, available upon request by the COR.

• Remote Session Records: Logged remote support and update sessions (timestamp and personnel identifier) retained for audit and traceability purposes.

• End-of-Year Summary: A concise annual performance summary listing software/OS updates completed, major incidents resolved, uptime or availability notes, and recommendations for the coming year.

10. PERFORMANCE STANDARDS

Performance standards define the desired level of service. The Government will perform surveillance to determine whether the contractor exceeds, meets, or fails to meet these standards. Contractor performance will be compared against the Acceptable Quality Level (AQL). At the end of each option year, a Contractor Performance Assessment Reporting System (CPARS) evaluation will be prepared and provided to the contractor. The contractor has the right to either concur or submit a response. This reporting requirement applies to the present contract. Reference: https://www.cpars.gov/ and https://www.acquisition.gov/.

Key Performance Indicators:

1. Software & OS Update Timeliness: Manufacturer-released AQURE revisions and required OS updates applied within agreed windows (AQL ≥ 95%).

2. 24/7 Support Responsiveness: Phone/remote support available and responsive outside normal business hours as required (AQL ≥ 95%).

3. Onsite Response Time: Same-day or next-business-day onsite response when required

(AQL ≥ 95%).

4. Documentation Completeness: Complete, audit-ready records (including timestamps and personnel identifiers) submitted within five (5) business days (AQL ≥ 95%).

5. Customer Satisfaction: Positive feedback from clinical end-users, Laboratory, and Biomedical Engineering as measured by COR surveillance.

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11. TECHNICAL EXPERT / POINT OF CONTACT

The Contracting Officer’s Representative (COR) and primary technical point of contact for this contract is:

Milton Arzate, Biomedical Equipment Support Specialist Biomedical Engineering Service VA Loma Linda Medical Center Phone: (909) 825-7084 Email: Milton.Arzate@va.gov

All technical questions, scheduling requests, and service reports shall be directed to the COR. Contractual matters shall be directed to the Contracting Officer.

mailto:Milton.Arzate@va.gov