SATPC0033100 Tab 04 SOW.pdf

Statement of Work 7/10/2023

Support Services Contractor shall supply a maintenance and support software service for a period of one year, typically from September 1, 2023 until August 30, 2024. These services will be provided during Regular Business Hours, Monday to Friday 9:00 am to 5:00 pm EST. The services include the provision of technical advice and assistance in connection with:

• System operation;

• Analysis of each System problem reported by Customer to Contractor with a view to determining the source of the problem;

• Each NASA reported and ticketed problem must be responded to within two (2) months of the report advising details of the problem and confirming that a problem exists as applicable and provide an indication as to when the problem can be resolved indicating the software release version;

• The response should be transmitted by e-mail to the Search and Rescue COTR

• Coordination of support services provided by contractor; and

• Technical advice and assistance in the planning for implementation of enhancements to the Systems and changes to the System configuration.

• Contractor support services technicians shall be given REMOTE ACCESS to the equipment to aid with problem resolution.

New Releases, Updates and Upgrades For the purposes of this paragraph, the term "Software Upgrade" includes New Releases and Updates.

• Contractor shall provide such Software Upgrades as are required in order for the System to meet all of the current Cospas-Sarsat requirements;

• Contractor or it’s designated Contractor shall deliver, install, test and demonstrate all Software Upgrades; and

• Contractor shall, for no additional charge, update any Documentation previously supplied so as to cater for any Software Upgrades, if applicable.

SARSAT Compliance Software Upgrade Contractor shall provide all necessary Software Upgrades to the GEOLUT 600 to maintain compatibility with Cospas-Sarsat regulations, over the period of the subscription. These Software Upgrades will be supplied and installed as part of the contract.

Lifecycle support may require hardware and/or software upgrades to comply with the latest Cospas- Sarsat specifications, and to align with the latest Search & Rescue ground system capabilities that contractor may offer. The lifecycle support excludes any upgrades associated with NASA’s specific IT requirements such as network and communications infrastructure evolution, network security, virus protection, and the like, or an increase to message traffic.

Contractor is not responsible for any of NASA’s network communications or network links.

• Contractor or its designated Contractor shall deliver and install the Software Upgrade in the System.

• No Software Upgrade shall be installed on the System without the NASA’s consent in writing or via e-mail.

• Each Software Upgrade shall be provided in a format and on a medium which allows ready installation and operation of the New Release or Update on the System.

Hardware Warranty No hardware warranty pertaining to the current equipment is supplied within this contract.

Contractor is not responsible for any costs associated with the replacement or repair of any hardware;

NASA will be responsible for any hardware related actions and is to ensure that any repair or replacements that may be required meet contractor requirements/specifications to ensure performance of the systems.

Preventative Maintenance There will be one (1) Preventative Maintenance site visit during the period of this contract. The exact dates of the site visits will be jointly agreed between contractor and NASA.

Activities will include, but not be restricted to:

• Installation of software upgrades as appropriate.

• Lubrication of mechanical assemblies.

• Detailed inspection of system.

• Repair/replace equipment as appropriate.

• Perform complete end-to-end system tests.