PWS - Lynx Support March 2026.docx

PERFORMANCE WORK STATEMENT (PWS)

William Beaumont Army Medical Center (WBAMC) Maintenance/Support for Lynx Security/Duress Notification System March 2026

Part 1 General Information

1. General: This is a non-personal services, firm fixed price limited source contract for which the Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who in turn is responsible to the Government.

1.1 Description of Services/Introduction: The Contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, other items and non-personal services necessary to perform annual supportmaintenance and support for Lynx security / mass duress notification system currently installed at (WBAMC) as defined in this Performance Work Statement (PWS) except for those items specified as Government furnished property and services. The Contractor shall perform to the standards in this contract.

1.2 Background: William Beaumont Army Medical Center (WBAMC) acquired and installed the Lynx duress notification system at the inception of the new replacement hospital in 2021. The Lynx System is an inside-network, software based, duress and emergency notification System, which provides emergency notification alerts through the use of PC keyboard duress buttons hot keys (LynxKeyPro), LynxMessenger pop up alarms and USB panic buttons (LynxUSB). LynxKeyPro consists of two red panic labels to attach to the keyboards hot keys. LynxUSB is plugged into a client PC generating an alarm in its alarm group. LynxMessenger popup alarms that display an alert on top of what the user is working on, notifying them immediately. LynxKeyPro consists of 150 client seats, 10 USB LynxUSB panic buttons and 1740 LynxMessenger client seats.

1.3 Scope: This contract includes all functions, tasks and responsibilities normally performed to provide services required to troubleshoot the Lynx security notification system as described above. The contractor is responsible for providing remote and telephonic support on an as-needed basis. Additionally, contractor is responsible for providing software updates as soon as available for release.

1.4 Objectives: The intent of this contract is to establish a base year contract with four option year periods, of Lynx’s SKU #995-LYNXS-SSA-1, the standard annual remote support agreement which includes:

Support includes the following:

Access to the Lynx Technical Support Team Telephone Support, 7:00am – 4:00pm MST, Monday – Friday Telephone Support, Emergency after Hours Product Software Updates Online Support response Online Training with MS Teams or customer preferred software 200 Text SMS Messages per month

1.5. Quality Control. Quality Control is the responsibility of the Contractor. The Contractor is responsible for the delivery of quality services to the Government in accordance with (IAW) the terms and conditions contained in Federal Acquisition Regulation (FAR) 52.246-1 entitled, “Contractor Inspection Requirements” and applicable sub-clauses pertaining to quality control.

1.6. Quality Assurance. The Government shall evaluate the Contractor’s performance under this contract in accordance with (IAW) the Quality Assurance Surveillance Plan (QASP). This plan is a Government only document primarily focused on what the Government must do to assure that the Contractor has performed IAW the requirements of the PWS of this contract. It defines how the performance standards will be applied, the frequency of surveillance, and the minimum acceptable deficiency rate(s) as illustrated within the PWS and Performance Requirements Summary (PRS).

1.7. Personnel. For purposes of this paragraph, the term “personnel” or “employee(s)” refers to any person performing work related to this contract, including but not limited to, the Contractor’s employees, agents, representatives, or Subcontractors. The Contractor shall staff this effort with trained, competent and capable employee(s) for the discipline they are assigned to. The Contractor shall ensure that employees meet all applicable federal, state, local, and installation certification, licensing, medical requirements, and qualifications to perform all assigned tasks and functions as defined in this contract prior to commencement of work. The Contractor shall not permit any personnel to work under this contract if such person is identified by a Government authorized representative to the Contractor as a potential threat to the health, safety, security, general well being, or operational mission of the Army and WBAMC, Ft. Bliss, TX.

1.8 Speaking, Reading, and Understanding English. Contractor’s employee shall be able to understand, read, write, and speak the English language fluently. English shall be the only language used with regard to this contract for written correspondence, discussions and other business transactions.

1.9 Conflict of Interest & Employment of Government Personnel. The Contractor shall not knowingly employ any person who is a U.S. Government employee if employing that person would create a conflict of interest. Additionally, the SP shall not knowingly employ any person who is an employee of the Government, either military or civilian, unless such person seeks and receives written approval according to DOD 5500.7-R, Joint Ethics Regulations (JER) by the individual’s commander or director. A copy of the authorization will be provided to the COR. In addition, the Contractor is prohibited from employing Government Quality Assurance Representatives (QAR) whom the Contractor knows or should have known are responsible for monitoring any contracts/subcontracts awarded to the service provider.

1.10 U.S. Holidays: Work shall not be performed on U.S. federally recognized holidays occurring during the normal workweek unless otherwise directed by the Contracting Officer. When a U.S. holiday occurs on a Saturday or a Sunday, the holiday is observed on the preceding Friday or following Monday, respectively.

Juneteenth June 19th Independence Day July 4th Labor Day 1st Monday in September Columbus Day 2nd Monday in October Veteran’s Day November 11th Thanksgiving Day 4th Thursday in November Christmas Day December 25th

1.11 Operating Hours: The Government facility office hours, facility operating hours, and the Contractor support hour requirements often coincide, however, they may differ. Please refer to the following.

1.11.1 Government Facility Office Hours: The Government facility office hours are Mondays – Fridays, 0800 - 1700 MST except U.S. Holidays identified in paragraph 1.10 above or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings.

1.11.2 Government Facility Operating Hours: The Government facility operating hours are 24 hours a day, 7 days a week, 365 days a year including federal holidays.

1.11.3 Contractor Support Hours: The Contractor is responsible for providing telephonic and remote support/services as described in point 1.10 above excluding Federal holidays. The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS.

1.12 Place of Performance: The work to be performed under this contract will be performed remotely in service of William Beaumont Army Medical Center, 18511 Highlander Medics St. Fort Bliss, TX 79906.

1.13 Period of Performance: The period of performance shall be for one (1) base year of twelve (12) months from date of award, plus 4 option year periods of 12 months each.

PART 2

DEFINITIONS & ACRONYMS

2. Definitions and Acronyms

2.1 Definitions: Although not inclusive of every term used within this PWS, the following provides a list of definitions used throughout this PWS and commonly used in the acquisition field.

Contracting Officer – means a person with the authority to enter into, administer, and/or terminate contracts and make related determinations and findings on behalf of the Government. Note: The only individual who can legally bind the Government.

Contracting Officer's Representative (COR) – As defined in DFARS 202.101, means an individual designated and authorized in writing by the Contracting Officer to perform specific technical or administrative functions. DoD Instruction (DoDI) 5000.72, Part II Definitions states the following when defining a COR: “Defined in subpart 202.101 of Reference (f). Any individual delegated responsibilities pursuant to subpart 1.602-2 of Reference (e), regardless of local terminology, must be certified in accordance with this instruction. For example, local terminology can be COR, Contracting Officer’s technical representative, technical point of contact, technical representative, alternate COR, administrative COR, assistant COR, line item manager, task order manager, quality assurance personnel, quality assurance evaluator, or COR management.” In addition, Army Regulation 70-13, Chapter 2, paragraph 2-2g, states, in part, the following when providing other surveillance support personnel to assist the COR when needed, “…These other surveillance support personnel may serve as on-site representatives of the COR in performance of actual contract surveillance if they meet all COR requirements and have been appointed by the Contracting Officer as alternate CORs.”

Contractor – means a supplier or vendor awarded a contract to provide specific supplies or service to the Government. The term used in this contract refers to the prime.

Contractor-acquired Property - means property acquired, fabricated, or otherwise provided by the Contractor for performing a contract and to which the Government has title.

Day – means, unless otherwise specified, a calendar day.

Defective Service – means a service output that does not meet the standard of performance associated with the Performance Work Statement.

Deliverable – means anything that can be physically delivered, but may include non-manufactured things such as meeting minutes or reports.

Government-furnished Property – As reflected in FAR 52.245-1, Government-furnished Property “means property in the possession of, or directly acquired by, the Government and subsequently furnished to the Contractor for performance of a contract. Government-furnished property includes, but is not limited to, spares and property furnished for repair, maintenance, overhaul, or modification. Government-furnished property also includes contractor-acquired property if the contractor-acquired property is a deliverable under a cost contract when accepted by the Government for continued use under the contract

Government Property - means all property owned or leased by the Government.Government property includes both Government-furnishedand Contractor-acquired property. Government property includes material, equipment, special tooling, special test equipment, and real property. Government property does not include intellectual property and software.

Property Administrator - means an authorized representative of the Contracting Officer appointed in accordance with agency procedures, responsible for administering the contract requirements and obligations relating to Government property in the possession of a Contractor.

High Level Objective (HLO) – means a key overarching result-based objective for a project necessary to achieve the project’s vision. HLOs are similar to Level 2 in a Work Breakdown Structure. Each HLO may contain several statements to flesh out the areas necessary to meet the objective.

Physical Security – means that part of security concerned with physical measures designed to safeguard personnel; to prevent unauthorized access to equipment, installations, material, and documents; and to safeguard against espionage, sabotage, damage, and theft.

Quality Assurance – (or Government contract quality assurance) means the various functions, including, inspection, performed by the Government to determine whether a Contractor has fulfilled the contract obligations pertaining to quality and quantity.

Quality Assurance Surveillance Plan (QASP) – means the key Government-developed surveillance process document, and is applied to Performance-Based Service Contracting (PBSC). The QASP is used for managing Contractor performance assessment by ensuring that systematic quality assurance methods validate that Contractor quality control efforts are timely, effective, and are delivering the results specified in the contract or task order. The QASP directly corresponds to the performance objectives and standards (i.e., quality, quantity, timeliness) specified in the Performance Work Statement (PWS). It provides specific details on how the Government will survey, observe, test, sample, evaluate, and document Contractor performance results to determine if the Contractor has met the required standards for each objective in the PWS. The QASP, with very few if any exceptions, is an internal to Government document.

Quality Control – means all necessary measures taken by the Contractor to assure that the quality of an end product or service shall meet contract requirements.

Statement – means the specific results-based activities required to satisfy HLOs. A statement contains a result, the context of the statement, and the required action(s). Statements focus on “what” is to be accomplished; however they are not prescriptive in describing “how” the outcome is to be achieved. Each HLO may have several statements to flesh out the areas necessary to meet the objective. Statements are similar to Level 3 in a Work Breakdown Structure.

Subcontractor – means one that enters into a contract with a prime Contractor. The Government does not have privity of contract with the subcontractor.

Work Day - The number of hours per day the Contractor provides services in accordance with the contract.

Work Week - Monday through Friday, unless otherwise specified.

2.2 Acronyms: Although not inclusive of every term used within this PWS, or that may be included in an acquisition, the following provides a list of acronyms commonly used in the acquisition field.

USAG United States Army Garrison

PART 3

GOVERNMENT PROPERTY (GP) AND SERVICES

3. Government Property and Services – N/A

PART 4

CONTRACTOR FURNISHED ITEMS AND SERVICES

4. Contractor Furnished Property and Services

4.1 General: The Contractor shall furnish all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items necessary to perform services as described in the PWS and associated contract documents, except for those items specified in Part 3 Government Property and Services.

PART 5

SPECIFIC TASKS

5.1 Basic Services: Lynx support shall provide (24/7) coverage except Federal holidays,

5.2 Tasks: Tasks consist of the following:

a.) Technical Support The maintenance agreement covers the Lynx technical support agreement which includes general user support for software questions or troubleshooting.

i. Technical Support Availability: Coverage parameters specific to the service(s) covered in this Agreement are as follows:

a. Telephone support: 0700 -1600 MST Monday-Friday, except Federal Holidays. Calls received during out of office hours will be returned the next business day. Phone number: (972)-231-6874 Option #3.

b. Emergency Telephone Support: Available 24 hours/7 days a week outside of standard business hours for emergencies only. Phone number: (972)-231-6874 Option #3.

c. E-mail support: 0700 -1600 MST Monday-Friday, except Federal Holidays. E-mails outside of office hours will be collected and answered the next business day. Lynx@mitsi.com

ii. Technical Support Response Time: the Contractor will respond to service related incidents and/or requests submitted by the Government within the following time frames:

a. Telephone support: If not answered within 3 rings at time of call, voicemails will be returned within 15 minutes during normal business hours.

b. Emergency Telephone Support: Within an hour

c. E-mail support: Within 1 hour during normal business hours. Emails received outside of normal business hours will be returned the next business day.

b.) Software Updates

Lynx plans a monthly release cycle of updates to ensure the Government will have access to the latest features and security patches and strongly encourages the Government to update the Lynx system twice a year. Lynx will make updates accessible to the Government, who will be responsible for the installation of the available updates.

5.3 Service Contract Reporting. Reserved

5.3.1 System for Award Management (SAM) Service Contract Report (SCR): N/A

PART 6

APPLICABLE PUBLICATIONS

6. Applicable Publications (Current Editions): N/A

PART 7

ATTACHMENT AND TECHNICAL EXHIBIT LISTING

7. Attachment and Technical Exhibit List

7.1 Technical Exhibit A – Performance Requirement Summary

TECHNICAL EXHIBIT A

Performance Requirements Summary (PRS)

Zero Defects

Response to support calls via Emergency Telephone Support: Available 24 hours/7 days a week outside of standard business hours for emergencies only as defined in section 5.2.a)i.b

Within 1 hour

Response to support calls via E-mail support: 0700 -1600 MST Monday-Friday, except Federal Holidays as defined in section 5.2.a)i.c.

Within 1 hour during normal business hours. E-mails outside of office hours will be collected and answered the next business day