SAMPLE STATEMENT OF PERFORMANCE.docx

SAMPLE STATEMENT OF PERFORMANCE

San Francisco VA Medical Center (SFVAMC) requires software license maintenance & services for (32) Wavemark RFID Smart Cabinets which are housed inside the VA firewall for the Operating Room, Dental and Interventional Radiology along with (18) Moment-of-Care Stations (formally called “Point-of-Use Stations”). The annual Software Maintenance & Service fee includes the following elements:

1. Software Maintenance –The software maintenance fee includes software upgrades (average 4 major upgrades per year), scheduled enhancements between major releases, and bug fixes for the following:

• EiRTLS

• interface engine

• controller •interfaces with GIP – OnHandLink, EncounterLink and ItemLink

2. Interface Maintenance – Includes remote monitoring to ensure all jobs fire on schedule and data is successfully received or transmitted, automated error alerts, engagement with IT team, and upgrades to the interface engine. DOES NOT INCLUDE GIP interface upgrades or support of legacy systems within the VA.

3. Monitoring of software – Continuous automated monitoring of all EiRTLS application performance, running unlimited reports per day and troubleshooting of any issues identified during monitoring, including reaching out to customers if necessary.

Hardware Maintenance The Hardware Maintenance fee covers the smart cabinets, point of care stations and tagging stations. The Hardware Maintenance includes the following elements:

1. Monitoring (Smart Cabinets) – Continuous remote monitoring to ensure every cabinet submits expected inventory audits per day.

2. Monitoring (Moment-of-Care Stations) – As part of the maintenance service, point of use stations are continuously monitored including ensuring that the touch screen is always ready for the user and provides high levels of performance and reliability.

3. Hardware support – If a problem is remotely identified, Help Desk will alert the engineers who will remotely diagnose and, in approximately 80% of cases, will be able to correct the issue remotely. If it is necessary to conduct on-site repairs to any piece of supported equipment, field engineers will contact the facility to schedule a visit within 12 business hours of identifying the need for on-site maintenance. This service includes unlimited parts and labor and scheduling for fixes at the convenience of the users in the affected department. Travel will be invoiced separately in compliance with government rates and rules in place at the time.

4. Hardware system updates – The smart equipment runs firmware and software that may be updated remotely to fix bugs, enhance performance or increase functionality.

Support services

1. Support Desk – Business hours email support (M-F, 8am – 8pm ET) and 24/7 unlimited phone support

2. Global Product Database feed – Includes daily updates from the product tree providing for the most up-to-date product data. This data includes new manufacturers, products and manufacturer UPN changes added to global product database.

3. Product Database maintenance – Includes unlimited product adds through the support of the staff at the Help Desk. The database of products includes product name, model, UPN, GTIN (when available), and continuously updated barcode database and compliance with UDI requirements.

4. Unlimited Remote Training –includes ongoing training of super users, and new users, including training on new features as they are released, to ensure VA sites are getting the expected benefits from the reports, data, and analytics included in the software subscription. DOES NOT INCLUDE ON-SITE TRAINING.

5. Account Management – Highly skilled and experienced staff are assigned to ensure high levels of user satisfaction and value generation. The Account Manager will arrange four onsite meetings to review and optimize results from the system with each site. Support agreement includes travel expense for one account manager visit per site.

Required from the VA:

Continuous access through Citrix to the VA intranet. Access to the site when a repair is necessary, including after-hours access that is pre-scheduled with the facility.