SOW Eclipse Hardware Warranty_Software Renewal OTJAG.DOCX

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Statement of Work (SOW) Eclipse Vox ASR Court Reporting System Hardware Warranty Extension and Software Renewal U.S. Army Office of the Judge Advocate General (OTJAG)

1. General. The U.S. Army Office of the Judge Advocate General (OTJAG) has a need of extending the hardware warranty and software renewal of its Eclipse Vox Automatic Speech Recognition (ASR) Court Reporting System. The court reporting system is required to record and translate Army courts-martial, Article 32 hearings, and other hearings/investigations on all of OTJAG’s courtrooms worldwide.

2. Scope of Work. The contractor shall provide technical support to (approximately 116) Army-wide Eclipse users as outlined by the OTJAG court reporter program manager as follows:

· Provide annual software renewals for technical support, maintenance and updates. The software licenses shall be of long-term duration and be used indefinitely once purchased by the Government. The contractor shall provide a copy of their software agreement.

· Provide hardware warranties that shall provide technical support and repair or replace audio components and/or computer hardware.

· Provide remote, telephonic, and email customer service technical support during the time specified under section 7 (Hours of Operation).

2.1 System Hardware and Software: The hardware warranties and software renewals shall be provided for the below equipment:

3. Period of Performance (POP): 12 month base year with two (12) month option years. Refer to the contract for specific dates.

4. Location of Support Services: Customer support will mainly be provided from a remote basis through telephone, e-mail, or online customer service assistance, and as a last resort provide on-site technical support if determined to be necessary. On-site technical support will only be provided in DoD installations with CONUS locations, and will be arranged and coordinated between the Government and contractor.

5. Government Responsibilities: The Government will provide access to OTJAG’s buildings and escort to the contractor in the event on-site technical support is necessary.

6. Hours of operation. Customer support will be rendered during normal working hours, Monday through Friday (except weekends and Federal Holidays), between the hours of 7:30 am to 5:00 pm. however, the contractor may be required to provide customer support outside of these hours.

6.1 Federal Government Holidays:

7. Security Requirements: For contractors that do not require CAC, but require access to a DoD facility or installation. Contractor and all associated subcontractor employees shall comply with adjudication standards and procedures using the National Crime Information Center Interstate Identification Index (NCIC-III) and Terrorist Screening Database (Army Directive 2014-05/AR 190-13); applicable installation, facility and area commander installation and facility access and local security policies and procedures (provided by Government representative); or, at OCONUS locations, in accordance with status-of-forces agreements and other theater regulations.

8. Contractor Identification: Contractor personnel providing on-site technical support on a military installation shall posses a valid state driver’s license, proof of vehicle insurance and carry a company identification badge in front of exterior clothing where it is visible. The badge shall be easily readable and include the employee name, company name, and a color photograph.