Pyramix- SOW.docx
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- Solicitation number
- LGR20220075
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Library of Congress
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PYRAMIX MAINTENANCE
C.1. BACKGROUND.
The Library of Congress (Library) requires contract support to provide maintenance and support for the existing Pyramix DAW equipment installed in the Culpeper facility for the LOC/NAVCC/Audio Lab.
C.2. SCOPE
The contractor shall maintain, service, and/or repair Pyramix DAW equipment listed in Table 1.
Table 1 – Covered Equipment List
| Use |
| Equipment |
| Dongle Serial Number |
| Location |
Room
| A2.1 |
| Pyramix |
| 500003413 |
| 3125 |
| A1.6 |
| Pyramix |
| 500003414 |
| 3125 |
| A1.8 |
| Pyramix |
| 500003415 |
| 3125 |
| A1.3 |
| Pyramix |
| 500003417 |
| 3138 |
| A1.4 |
| Pyramix |
| 500003418 |
| 3138 |
| A3 |
| Pyramix |
| 500003419 |
| 3125 |
| A1.2 |
| Pyramix |
| 500003420 |
| 3138 |
| A1.5 |
| Pyramix |
| 500003421 |
| 3138 |
| A1.1 |
| Pyramix |
| 500003422 |
| 3133 |
| A1.9 |
| Pyramix |
| 500004986 |
| 3133 |
| Spare |
| Pyramix |
| 500003702 |
| 3133 |
| Multistream |
| Pyramix |
| 500003360 |
| 3133 |
Notes:
· The current equipment location may change.
· In case there is a need for permanent replacement of individual equipment, the new serial number shall be properly documented and the replacement equipment shall become part of this maintenance contract and no services for the defaulted equipment shall be required under this contract.
C.2.1. OBJECTIVE
The production Pyramix DAW equipment needs to be maintained in good working condition according to the manufacturer’s specification.
C.2.2. PERFORMANCE AREAS
Services include but are not limited to software maintenance.
C.3. REQUIREMENTS
Software maintenance for Base Year and Option Years
| C.3.1. | All software components associated with the functionality of the covered equipment are included in this requirement. |
| C.3.1.1 | The Service Provider shall provide access through the Merging Technologies’ web portal to all software covered under this agreement for the duration of the contracted period |
| C.3.1.2. | The Service Provider shall provide solutions to all software related issues related to any software covered under this agreement within the contracted period. |
| C.3.1.3. | All software upgrades and patches shall be provided, installed and tested. |
| C.3.1.4. | The Service Provider is responsible for all shipping and handling costs. |
| C.3.1.5. | Travel expenses shall be built in under the total cost of the contract. |
| C.3.1.6. | The Service Provider shall provide a single point of contact (POC) for communication with the COR or designated person. |
C.3.1.7. Service Availability: Support shall be available five days a week Monday through Friday excluding public holidays, 52 weeks per year between 9:00 am until 5:00 pm EST.
C.3.1.8. Manned Phone support
· The Service Provider shall provide a service phone number for communication.
· Calls received outside of service hours shall be recorded or forwarded to a mobile phone. Recorded service requests shall be responded to the next business day according to the service schedule.
C.3.1.9. Email Support
· The Service Provider shall provide a support email address. Email service shall be available 24/7.
· Emails received outside of service hours shall be collected, and responded to the next business day according to the service schedule.
C.3.1.10. Documenting the Issue
· The Service Provider shall keep a detailed log for all issues reported by the Customer. The service log shall be available to the LOC at any time.
· The Service Provider shall use the LOC Issue tracking number as a trouble ticket ID to record the progress of reported issues.
· The Service Provider shall provide detailed information including but not limited to: equipment S/N, troubleshooting, solution, parts and effort used to resolve the problem, shipping, etc. for each problem ticket. Each activity note shall be dated.
· LOC representative will log the information into the Library’s trouble ticketing system.
C.4 CONTRACT PERFORMANCE
SCHEDULE OF EVENTS/DELIVERABLES
The contractor shall respond to service requests submitted by the LOC according to the service schedule listed in Table 2 below:
Table 2 – Service schedule
| # |
| Priority |
| Description |
| Response Time |
| Resolution Time |
| Acceptable Resolution |
| 1 |
| Emergency |
| Mission critical activities are endangered due to equipment failure |
| One (1) work hour |
| 2 work days |
| SW Workaround or patch |
| 2 |
| High |
| The reported issue significantly decreases production performance |
| Two (2) work hours |
| 5 work days |
| SW patch or workaround |
| 3 |
| Medium |
| The reported issue affects production performance |
| Eight (8) work hours |
| 10 work days |
| SW patch or workaround |
| 3 |
| Low |
| The reported issue does not directly affect the production performance |
| Sixteen (16) work hours |
| 3 months |
| SW upgraded version |
Table 3 – Requirements Requirements Paragraph reference
| Description of Deliverable |
| Due date |
| 3.1 |
| Software maintenance |
| As needed during contract. Time to respond and resolution time described in Table 2 |
C.4.2. QUALITY CONTROL
Testing and Acceptance COR-designated LOC personnel shall test the quality of each maintenance case. The COR shall approve the repair.
C.5. ADDITIONAL INFORMATION
C.5.1 SPECIAL QUALIFICATIONS.
The contractor shall provide certified technicians with at least three (3) years of experience designing, manufacturing, repairing or maintaining Pyramix equipment.
C.5.2. OTHER DIRECT COSTS AND TRAVEL
Contractor will be required to travel CONUS and within the National Capitol Region during the performance of the contract. Travel, and all other direct costs shall be built into the firm fixed prices of this contract.
| 3 |
| LIBRARY OF CONGRESS |
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