SOW for Televic Mic System.pdf

United States SLA for Televic Mic System ACQ 26-0868 Patent and Trademark Office Statement of Work

Form # USPTO-OP-020 (08/2020) Page 1 of 3

Statement of Work Service Level Agreement (SLA) for Televic Mic System

This requirement is for a Service Level Agreement (SLA) for the already installed and existing Televic Mic System used for Simultaneous Interpretation in the GIPA Academy.

Background

USPTO is the federal agency for granting U.S. patents and registering trademarks. The strength and vitality of the U.S. economy depends directly on effective mechanisms that protect new ideas and investments in innovation and creativity. The continued demand for patents and trademarks underscores the ingenuity of American inventors and entrepreneurs.

The Global Intellectual Property Academy (GIPA) and the Office of Policy and International Affairs (OPIA) conducts a variety of meetings requiring simultaneous translation of multilingual communication. A robust and reliable simultaneous interpretation system is essential to facilitate effective communication between participants speaking different languages, allowing for efficient communication between multilingual participants.

The original installation included a 1-year SLA that expired in DEC 2025. It is necessary to have repair and service available in the case of system operational issues. The Televic Mic system is the heart of the Simultaneous Interpretation which GIPA utilizes for high level meetings with foreign dignitaries.

Purpose

This SOW defines the scope, deliverables, roles and responsibilities, performance objectives, and acceptance criteria for ongoing support, maintenance, and managed services for the Televic microphone/conference system under an SLA. The objective is to ensure secure, available, and fully operational audio/conference capability for scheduled and ad-hoc meetings, including interpretation functionality where applicable.

Scope

The Vendor shall provide all labor, supervision, materials, tools, test equipment, transportation, and OEM-authorized services necessary to maintain and support the Televic Confide a system listed in Attachment A (Inventory).

The Vendor shall deliver the following services for the Televic system at the Customer location identified below:

• Maintenance, troubleshooting, and repair of hardware.

• Remote (via phone or email) diagnostics and remediation where feasible.

• Onsite support for incidents that cannot be resolved remotely.

Form # USPTO-OP-020 (08/2020) Page 2 of 3

• Spare parts management and replacement for covered components.

• Quarterly reporting and periodic performance reviews

Task 1 – Kick Off Meeting

The Contracting Officer’s Representative (COR) shall schedule a kick off meeting with the vendor within 1 week of the award. At that time, the vendor shall provide a Point of Contact (POC) and a roster of contacts in the case of escalations.

Task 2 – Enhanced Manufacturer Communication The vendor shall act as liaison between GIPA and the manufacturer when required to troubleshoot issues, deliver firmware upgrades, and perform any necessary modifications deemed necessary by the manufacturer during the performance period.

Task 3 – Severity / Impact Severity 1 (Critical) — System down for scheduled conference(s) or core functionality (no audio, etc.):

Remote response within 1 hour; Onsite arrival within 4 business hours. Restore service target: 8 business hours or mutually agreed workaround.

Severity 2 (High) — Partial failure affecting multiple users or interpretation channels degraded:

Remote response within 2 hours; Onsite arrival within 24 business hours; Restore service target: 24– 48 business hours.

Severity 3 (Medium) — Single unit failure or intermittent issues not preventing operation: Remote response within 4 business hours; Repair/replace within 5 business days.

Severity 4 (Low) — Minor issues, feature requests, scheduled work: Respond within 3 business days;

scheduled resolution per change window.

Task 4– Emergency Backup Contingency The vendor shall provide a backup system and on premises support if needed during the event of a total system failure which cannot be otherwise repaired in a timely manner. This could be a remote, ad hoc, rental system to be delivered, set up and operated in the GIPA Academy. The vendor is expected to provide a backup solution which would deliver the same functionality as the Televic system for the duration of that event. (typically, these events are 2-4 days in duration)

Task 5– Identify any Current Issues Through a System Health Check The vendor shall visit on site and perform an initial system assessment and baseline configuration/full system health check to detail that all software and firmware updates are current, and all components of the system pass quality checks as specified by the manufacturer. This check must be performed be done on site as the Televic system is not on the internet to allow such a check to be done remotely.

Task 6 – Reporting & Meetings Quarterly Service Performance Report including: number of incidents by severity; average response and resolution times; pending actions; spare part usage; open tickets. Quarterly SLA review and operational meeting with Customer and Provider leadership. Ad-hoc incident briefings for Severity 1 events within 24 hours

Form # USPTO-OP-020 (08/2020) Page 3 of 3

Task 7 – End of Year Checkup 2 weeks prior to the end of the performance period, the vendor shall perform another full system check (as described in Objective 6) and detail any issues and suggestions in a written statement.

Deliverables

SOW Section Deliverable Due Date Delivery Method

Task 1 POC and Escalation Roster Within one week of award Electronic to COR

Task 2 Firmware/Software Update Plan Within two weeks of award Electronic to COR

Task 3 Written Root Cause Analysis Report

(RCA)

Within 72 hours of discovery of issue Electronic to COR

Task 5 Initial system assessment and baseline configuration report within 30 days of SOW start Electronic to COR

Task 6 Quarterly review meeting and

SLA performance review.

Within 30 days of the end of the quarter Electronic to COR

Task 7 Provide an end of year checkup TBD by COR Electronic to COR

Period of Performance

The period of performance for this contract is one base year from the date of the contract award and execution, with a base year and two option years.

Base Year: One year from the start date.

Option Period 1: One year from the end of base year.

Option Period 2: Six months from the end of option period 1.

Special Requirements

Security, Access & Compliance Provider personnel must comply with Customer site security rules, background checks, and badge/escorted access requirements.

All access to Customer networks, endpoints, or systems must follow Customer security policies.

Place of Performance

The place of performance is the Global Intellectual Property Academy, located at Madison East Building, 2nd floor, 600 Dulay St. Alexandria, VA 22314. Remote work for service, phone calls and/or virtual calls are included in this contract.

Attachment A (Inventory of Equipment Covered)