SOW - TeleCare Companion Sta 509 CNVAMC TeleCare Companion.pdf

TeleCare Companion

STATEMENT OF WORK (SOW)

DEPARTMENT OF VETERANS AFFAIRS

Office of Health Informatics (OHI)

Date: 3/10/2022

Table of Contents

1.0 BACKGROUND

2.0 SCOPE OF WORK

2.1 Contract TYPE

3.0 PERFORMANCE DETAILS

3.1 PERFORMANCE PERIOD

3.2 PLACE OF PERFORMANCE

3.3 TRAVEL OR SPECIAL REQUIREMENTS

3.4 CONTRACT MANAGEMENT

3.5 GOVERNMENT FURNISHED PROPERTY

3.6 SECURITY.......................................................... Error! Bookmark not defined.

4.0 SPECIFIC TASKS AND DELIVERABLES

4.1 Task 1: Site Assessment

4.2 Task 2: Post-Award Orientation Meeting, Clinical Demonstration

4.3 Task 3: Installation

4.4 Task 4: Clinical and Technical Training

4.5 Task 5: Continued sustainment AND Helpdesk Support

UNSCHEDULED MAINTENANCE

TELEPHONE AND ON-LINE SUPPORT AND TECHNICAL/CLINICAL RESOLUTION

ONSITE TECHNICAL SUPPORT

INTERFACE SUPPORT

EDUCATIONAL SUPPORT

RESPONSE TIMES

4.6 Task 6: Equipment removal Data Migration

REPORT/DOCUMENTATION

SERVICE REPORT

4.7 SERVICE LOG

4.8 ENHANCEMENT REQUEST /REPORT

4.9 DOCUMENTATION

4.10 OPTIONAL TASKS

1.0 BACKGROUND

This acquisition effort seeks to utilize technology solutions to improve patient safety and facilitate patient care by centralizing monitoring of patients requiring continuous observation. At present to reduce the risk of falls or to ensure patients don’t place themselves at risk, staff remain present in the room to constantly observe the patient. This observation intervention is referred to as using care companions, where a one-to-one staff to patient relationship is ensured at the point of care. When assigned this role, the staff member is unable to perform other tasks and is dedicated to constant patient observation. This results in both direct and indirect costs, as well as potential impact on the care of other patients due to reduced staff.

2.0 SCOPE OF WORK

The contractor shall provide a turnkey solution to the Veterans Health Administration’s (VHA) “TeleCare Companion” initiative including but not limited to assessing site conditions, installing commercial off the shelf remote patient observation systems that conform to the requirements of this SOW and applicable regulatory guidance, help desk support, analytic reporting, clinical and technical staff training, ongoing repair and replacement and maintenance of equipment . In the event existing and/or legacy VA equipment will be earmarked for replacement during the performance of this effort (such equipment to be designated by VA on a case-by-case basis), the contractor shall be responsible for removing such designated equipment and for any related migration of data from said equipment into VHA.

This procurement is intended to offer a safe, cost effective observation , communication, and analytic solution to the care companion needs throughout VHA. The desired outcome is to utilize centralized patient monitoring while ensuring patient safety is not compromised.

It is possible that changes in federal law, statute, regulation (to include VA-specific regulations), policy, guidance, standards of care, best practices, and/or technical requirements to enhance and/or ensure patient safety may result in the need for updates, modifications, changes, and/or replacement of any hardware and/or software solutions provided under this effort in order to comply with any/all such changes.

Should any such changes occur during the course of performance for this effort which may result in the need to modify the contract’s terms and conditions they will be addressed accordingly, to include (but not limited to) revising the SOW to accommodate any/all respective changes in required contract performance, potential submission and consideration of Requests for Equitable Adjustment if appropriate (note that submission of any REA’s shall not constitute and/or result in automatic acceptance and/or approval of same by the Government), as well as the receipt of proposals from performing contractors with respect to any changes to provided hardware, software, support services, warranty costs, etc. which may be considered, negotiated, and potentially added to the base contract SOW requirements via contract modification.

Vendor shall be FIPS compliant.

2.1 CONTRACT TYPE

The effort shall be proposed on a Firm Fixed Price (FFP) basis.

3.0 PERFORMANCE DETAILS

The contractor shall provide a turnkey solution to the Veterans Health Administration’s (VHA) “TeleCare Companion” initiative including but not limited to assessing site conditions, installing commercial off the shelf remote patient observation systems that conform to the requirements of this SOW and applicable regulatory guidance, help desk support, analytic reporting, clinical and technical staff training, ongoing repair and replacement and maintenance of equipment.

3.1 PERFORMANCE PERIOD

The period of performance shall be 12 months from date of go live.

3.2 PLACE OF PERFORMANCE

Place of Performance shall be at the Charlie Norwood VA Medical Center, One Freedom Way, Augusta, GA 30904

3.3 TRAVEL OR SPECIAL REQUIREMENTS

The Contractor shall submit all proposed travel plans to CO and COR for review and approval no less than 5 business days in advance of the anticipated departure date.

Travel costs will be included in task orders as a separate, cost-reimbursable, “not to exceed” line item.

The principal place of performance for services provided in the task order Performance Work Statement (SOW) is projected to be at the Contractor’s site. However, the contractor may be required to attend meetings at the Government site location. Authorized travel will be reflected as a separate line item and as a not-to-exceed (NTE) total expenditure. Additionally, the Contracting Officer’s Representative (COR) must approve all travel requirements/requests before travel begins. Travel that occurs without pre-approval by the COR will NOT be reimbursed (See Attachment Travel Authorization Request Form). Travel and per diem expenses will be reimbursed on an actual expenditures basis in accordance with Federal Travel Regulations and FAR 31.205-46. In order to be reimbursed for travel, the contractor shall submit supporting documentation as required by Federal Travel Regulations with invoices. Expenses for subsistence and lodging will be reimbursed to the contractor only to the extent where an overnight stay is necessary and authorized by Federal Travel Regulations in effect at the time of the stay for the specific location. Profit and G&A will not be an allowable reimbursement expense for travel.

3.4 CONTRACT MANAGEMENT

3.5 GOVERNMENT FURNISHED PROPERTY

N/A

4.0 SPECIFIC TASKS AND DELIVERABLES

4.1 TASK 1: SITE ASSESSMENT

The Contractor shall conduct an onsite current review assessment at the VHA Facilities. This assessment shall include but is not limited to evaluating the audio/video (A/V) endpoints and assessing the compatibility of the current technology that is capable of being interfaced with the TeleCare Companion Program (i.e. EMR,etc.). The site assessment shall include a review of existing A/V hardware installed and provide recommendations to reuse or remove. Site assessments will be at the vendor’s expense for all task order work.

SITE ASSESSMENT REPORT

The contractor shall provide a documented report to the TeleCare Companion Program and the VHA facility outlining what modifications are necessary (i.e. the relocation of low voltage cable, the desired location of electrical outlets). The contractor shall provide a compatibility requirements document outlining the configurations or features for facility specific medical system necessary for full integration with the TeleCare Companion program. The contractor shall include the timeline required to complete installation.

The contractor shall make any necessary changes to the Site Assessment Report and provide an updated document to the TeleCare team. This process should be followed until all parties have a mututally agreed upon report. This document should be reviewed and signed off on by the respective VHA facility who is implementing the system. The submission timeline for the site assessment report and feedback shall be determined at the task order level.

4.2 TASK 2: POST-AWARD ORIENTATION MEETING, CLINICAL

DEMONSTRATION

The Contractor shall attend any implementation, upgrades, maintenance, and technical support post-award orientation meetings where implementation, upgrades, maintenance, and support shall be discussed and documented in detail. The meetings will be scheduled and coordinated by the vendor, COR and/or designated VHA point of contact (POC). The Contractor shall coordinate participation from all contracted project resources and sub-contracted project resources.

The contractor shall be responsible for providing a post award orientation meeting.. The meeting shall include but not be limited to:

• Key Personnel/Roles and Responsibilities

• Equipment functionality

• Workflow processes

• Implementation timeline

• Maintenance

4.3 TASK 3: INSTALLATION

The contractor shall perform software and hardware installation, configuration, implementation, and testing of the TeleCare Companion software and equipment. The contractor shall provide a 99% uptime reliability across each facility at all times for contractor’s intellectual property and equipment to include virtual application required sub-licenses interfacing with the contractor intellectual property, and required in-room equipment/hardware purchased. The 99% uptime requirement specific to in-room installed equipment/hardware shall pertain to continued connectivity between in-room A/V equipment and the TeleCare Companion software. If at any moment, more than 1% of the in-room equipment is offline or not accessible from within the TeleCare Companion software the reliability requirement will be considered NOT to be met.

Issues with uptime shall be reported using the vendor established telephone support procedure and the contractor will be responsible to coordinate issue resolution on behalf of VHA TeleCare Companion program.

The solution shall meet the following minimum capabilities:

• TeleCare Companion which must include Server License, Monitoring License, 40 units (20 mobile units and 20 ceiling units), required software, installation services, project management and program development services, and clinical services training/support related to the installation and program implementation. Must include the following specifications:

• 20 Hardware Mobile Wireless FIPS Units and 20 10ft power cords.

• 3 Hardware (HARD) Ceiling Units that attach to hard pan dry wall ceiling.

• 17 Hardware (DROP) Ceiling Units that will fit a 24 x24 ceiling tile.

• 3 monitoring stations at least 40 in size and all components to complete an operational central monitoring system.

• 4 Spare Part Kits with 10ft power cords. Each kit to include 5 pairs of earpieces, 5 microfiber cleaning clothes, 100 disposable ear covers for headsets, 1 headset, 1 USB headset adapter, 1 10 ft. cord.

• Software Contractor to license all forty 40 units and 1 monitoring station including Telecare Companion Software.

• Software subscript that includes the TeleCare Companion software, data analytics program with 24 different reporting charts with 24/7 support included in the warranty.

• 3 year warranty (hardware, software, and data analytics program)

• 24 hr. technical support located in the USA that provides 24x7x365 remote support for hardware, software, and server.

• Online data analytics program with at least 30 different charts reporting tool that enables staff to run reports and comparisons on utilization, alarm rates, monitor staff interventions, effectiveness of monitor staff interventions, and bedside staff responsiveness.

• Clinical program materials and at least four eLearning modules.

• Contractor provided updates to the software as they become available.

• Contractor offered technical services and training, and the clinical training program.

• Wireless Federal Information Processing Standards (FIPS) Mobile Cart: The wireless

FIPS mobile device must connect to a wireless network with FIPS-140-2 security encryption.

• Approved by the VA Technical Refence Manual, TRM.

• 1-way live video from patient room for 24/7 continuous telehealth: Live video allows remote monitor staff (i.e., monitor technicians) to evaluate the situation in the patient room in real time and immediately intervene to prevent patient harm, protect staff from violent patients or visitors, and to leverage clinical efficiencies resulting in more nursing resources for hands on patient care.

• 2 fixed ceiling device options to include a 2x2 drop ceiling device and a hardpan ceiling device installed directly into dry wall or plaster ceilings.

• Camera that supports 360-degree pan, 180-degree tilt and 24x optical zoom. The 360-degree pan-tilt-zoom camera must capture and visualize the entire room so that if the monitoring technicians see a change in the patient condition, the staff can adjust the camera with a single click of the mouse. The camera must have a resolution of 1920x1080 to 320x180; 1280x720 typical.

• Low light viewing mode that includes an Infrared light (IR) for low light viewing conditions that will turn on with a typical range of 20 feet, LED Beam Width 60 degrees angle, 940nm wavelength, switching frequency 480kHz.

• Pre-recorded multilingual announcements that includes 13 pre-recorded messages that can be used to communicate with patients in at least 30 different languages and in feminine or masculine tones.

• Advanced privacy mode features which includes an audio and visual privacy modes provides privacy to the patient room when caregiver is speaking confidentially with a patient while still allowing the observer to monitor the patient’s safety. A privacy curtain can be used with consent of caregiver for bathing, changing of clothes, etc.

Privacy light indicator notifies caregiver and patient in the room. A timer is also used as a reminder for monitor staff to turn off the privacy modes or to continue for more time.

• Easy-to-use software for monitor staff to use by one click of the mouse, the monitor staff can control the camera, audio and privacy modes.

• Real-time intervention log which captures/timestamps monitor staff interventions using audio, verbal alert, and an alarm which is activated by the monitor staff and permits a loud audio alarm in the room. Allows monitor staff to track near misses.

Enhances program metric collection to provide predictive analytics.

• Adverse event reporting tool which captures/timestamps monitor staff interventions using audio, verbal alert and, a loud local alarm (sound coming from the camera).

• Ease of use (operation) for the Monitor Techs for camera control, audio controls, video controls privacy control.

• A feature that can be customized to alert monitor staff and/or leadership at set intervals if inactivity on software (no movement of mouse noting activity) occurs, observer alertness tracker.

• Motion detection on the patient’s activity in the room where the software has the ability to use motion detection in addition to the live video to alert the Monitor Tech.

• Live log-in that is software that provides automatic log-off/log-in capability ensuring no down time during monitor staff during shift changes.

• Software that has the ability to use Personal Identity Verification (PIV) Authentication during log-in.

Audio Video Endpoints

Salient Characteristics

Security MAB- Mac Authentication Bypass with ISE

Operating System Approved/Supported VA Operating System - Android

Display Resolution 1080p Camera Full PTZ camera with 24X Zoom Interoperability H.264

Components Microphone, speaker, display, codec Call Resolution 720p Un-interruptible Power Supply Connection Capability- 120VAC mobile and POE+ IEEE 802.3at for ceiling units Brightness and Contrast Control

Controls

Low Light/Night Vision Remote Muting from Command Center/Sub-Hub Remote Volume adjustment Camera motion controls (including zoom) Pan-Tilt-Zoom Hard Reboots Locally controlled Soft Reboots Local and remote capable Full integration with medical application through Vendor applications All-In-One Installation and Component Base Installation option

Virtual Controls Control Audio/Video from inside medical application

Monitoring and Notifications Remote Management of endpoints through Vendor application

SOFTWARE UPDATES AND UPGRADES

As part of scheduled maintenance, the Contractor shall furnish, install, and maintain the TeleCare Companion software upgrades, version changes, and/or updates to the system including but not limited to the A/V hardware and any associated TeleCare Companion interfaces. The Contractor shall monitor and maintain the system including maintaining updated TeleCare Companion software security patches and software releases. The Contractor shall provide any successor versions of the TeleCare Companion software including software updates at no additional charge to the Government.

The Contractor shall provide the VA with all a list of all approved software patches (i.e Windows patches). The contractor shall not install any patches without first communicating, reviewing, and receiving concurrence from the designated COR. If approved, all non-urgent patches shall be done during the quarterly updates window. Urgent patches shall be communicated and coordinated with the appropriate COR prior to installation. All approved patches shall be tested in non-clinical environment prior to installation.

UPDATES

The Contractor shall provide updates that are:

a. Initiated by the Contractor to improve functionality of the TeleCare Companion program

b. In response to changes in VA enterprise needs

c. To maintain the TeleCare Companion as compliant with VA standards

d. To maintain compatibility with other systems

e. To maintain VA standards regarding security updates and patching

Non-urgent updates shall be rolled into quarterly releases and shall be coordinated and approved with the COR or designated VA POC. These updates shall include the enhancement requests as documented and approved. Updates or corrections related to patient safety, regulatory requirements or interface to VistA will be classified as a patient safety issue with urgent priority.

Software provided at the time of the original purchase, including commercial Operating Systems, must not be self-canceling, which is interpreted to mean the function of the software will not be stopped due to elapsing time or other condition not identified with original equipment purchase.

The Contractor is responsible to ensure any third-party provided software is included in this restriction.

All Contractor-provided software updates and upgrades must be tested in a non-clinically active environment and approved by the COR or designated POC before being implemented in a clinically active environment. The Contractor shall report and distribute maintenance updates or releases by using an appropriate electronic or printed media to the COR. Alternatively, the Contractor may offer access to maintenance copies through its company website.

UPGRADES

As the VA TeleCare Companion program evolves, new functionality that is not currently known or available will be desired by the Government to enhance patient safety, quality and to improve patient care. Furthermore, other VistA and commercial applications are likely to be developed in the future; therefore, the TeleCare Companion system must have the flexibility within the application to adapt to the changing needs of VA. These types of improvements are upgrades are defined as hardware, software and/or firmware changes that provide additional application features and functionality to an existing system. An example of an update is changing from Version 4.0 to Version 4.1. An example of an upgrade is changing from Version 4.2 to Version

6.1. All Software Updates shall be included as part of maintenance at no additional cost. If an upgrade requires a major hardware upgrade in order to provide the additional functions it will be made available for purchase. The Contractor is responsible for acquiring any certifications from a regulatory agency such as the Food and Drug Administration.

UPDATES AND UPGRADES TRAINING

The Contractor shall provide release notes and informational training sessions associated with any and all updates and/or upgrades at no additional cost.

Deliverables:

Post Installation Report shall include:

All activities conducted during installation List of inventory by room Maintenance schedule

Delivery of the Post Installation Report will be specified at the Task Order level.

4.4 TASK 4: CLINICAL AND TECHNICAL TRAINING

The Contractor shall include training in the pricing however shall not submit an invoice for payment unless the training is utilized. If used, invoicing will be in arrears, and will only be in the amount used.

The Contractor shall provide remote and on-site user training to both clinical and non-clinical staff on the use and operations of the TeleCare Companion Software. Technical training shall be provided to technical staff and shall include the software and hardware operations and maintenance. Final dates and times for all training at each location shall be mutually agreed upon between the Contractor and with the designated POC at each individual VAMC and included in the project schedule. The Contractor shall contact the designated POC to discuss and schedule training. Clinical training shall be done at each respective Task Order location. Training can be conducted at any VHA location, and shall include initial training of new personnel in operation and care of the TeleCare Companion Software, as well as an actual demonstration of the system, and its interaction with the existing systems identified, i.e., EHR, and medical device integration. The Contractor shall provide training on completing any adjustments or other actions that may be undertaken by operating personnel in the event of malfunction or failure. The Contractor shall provide training manuals and instruction materials in an electronic format (approved at the Task Order level) for distribution by the Medical Center or VISN to each attendee. VA will provide the total number of personnel to be trained at the task order level. Training shall be provided in various forms of media such as tutorials, manuals, and on-site training, as appropriate. In addition to the training outlined above, training will be conducted at times and locations determined at the task order level, which may include off-duty tours, with agreement from VA and Contractor. Training will also include the following:

1. System Administrator training which shall be conducted at any VHA location elected by the COR and VAMC POCs.

2. Super User training which shall be conducted at any VHA location elected by the COR and VAMC POCs.

3. End User training which shall be conducted at any VHA location elected by the COR and VAMC POCs.

4. Technical Support training which shall be conducted at any VHA location elected by the COR and VAMC POCs.

The Vendor shall ensure that all contractor training personnel are adequately trained on the technology and medical systems to provide the highest level of training as required by the VHA facility. Training shall be provided during all upgrade/updates/patched where the workflows, sustainment actions, and software changes would impact the clinical and technical users.

Additional software application consultation shall be provided by the contractor at no additional cost if required and requested by the COR to ensure full utilization of the system. Consultation can be in a mutually acceptable form agreed upon by both the contractor and the COR, within the scope of work,including electronic means, on-site training during the performance of the software maintenance, or via telephone. The additional consultation shall be provided within fourteen (14) calendar days of receipt of request from the Task Order level COR.

4.5 TASK 5: CONTINUED SUSTAINMENT AND HELPDESK SUPPORT

UNSCHEDULED MAINTENANCE

The Contractor shall provide the VISN and VAMCs with an unlimited number of unscheduled maintenance and technical support incidents during the performance period. Support includes both remote and on-site support 24x7x365. The Contractor shall perform all unscheduled corrective maintenance during the performance period with COR concurrence.

TELEPHONE AND ON-LINE SUPPORT AND TECHNICAL/CLINICAL

RESOLUTION

The contractor shall provide one (1) telephone and one (1) on-line support contact for the entire TeleCare Companion Program (same number for all VHA facilities) including but not limited to the Medical Application, A/V endpoints, interfaces, and updates. The support shall include clinical and technical support as required by the VA. The contractor shall triage any clinical or technical issues to internal business units and/or sub-contractors and manage the communication and resolution process. All support shall be directed through the contractor and they are responsible for the resolution of reported issues. If an issue is deemed to be the responsibility of a third party vendor or internal to the VA, the contractor shall take responsibility to resolve the issue and shall continue to provide support throughout the resolution of the issue.

The contractor shall provide the VA with a method of communicating issues via telephone and on-line support (i.e. Email). These methods shall be used to report issues with any component of the TeleCare Companion program and the contractor shall coordinate with sub-contractors or other business units accordingly.

The contractor shall provide a one (1) customer support line for all technical issues impacting uptime reliability of 99% for software, intellectual property, sub-licenses, and/or in-room hardware/equipment interfaced with the contractor’s intellectual property and sub-licenses required for the intellectual property to perform. The contractor is responsible for managing all customer complaints for the VHA TeleCare Companion Program to include all participating and future beds in throughout the VA to favorable completion.

The contractor is responsible for providing telephone support for critical technical issues, which shall be determined by the VHA POC, twenty-four (24) hours per day, seven (7) days per week; including recognized holidays. All issues shall be classified as either critical or non-critical by the VHA TeleCare Companion program POC.

The contractor shall provide telephone support for non-critical technical issues Monday – Friday between the hours of 7:00am and 7:00 pm (EST);

excluding federal holidays. Issues will be classified as critical or non-critical by the VHA TeleCare Companion program POC.

The contractor shall provide all required telephone support for application, hardware, and system troubleshooting and analysis of contractor software or third-party software and hardware sold through the contractor.

The contractor shall provide all required telephone support for all technical, application, or system issues will be managed by the telephone support technician who will either resolve the issue or will escalate as appropriate to the contractor’s support team to resolve the customer reported issue. Unresolved issues that are escalated via the telephone support technician will be addressed and responded to with a plan for resolution within the time describe in the response time section.

In the event that hardware needs to be replaced, all shipping materials and documentation shall be provided by the contractor, at no additional cost to the VA. Overnight shipping shall be used when shipping equipment to the manufactures and/or returning equipment to the VA facility. In the event that repair of the A/V endpoints will take longer than two (2) days, a replacement or loaner A/V endpoint shall be shipped via overnight shipping to the medical center for clinical use, at no additional cost to the VA. All A/V endpoints shall be shipped with configuration instructions for installation and the VA facilities.

ONSITE TECHNICAL SUPPORT

In the event that a reported software, hardware, and/or interface issue cannot be resolved remotely, the contractor shall arrange for on-site support within twenty-four (24) hours. This support shall be at no additional charge for VAMCs and other facilities under this agreement.

The above shall apply to the software and hardware maintenance period provided during the performance period authorized in writing by the Government CO as defined herein. The contractor shall be responsible to coordinate the method of response with the Task Order level COR or designated alternate. Upon departure from the facility, the onsite support POC shall provide the facility with a service report describing the issues as resolved.

For any services performed on site (including software maintenance or emergency services as defined herein) the contractor shall upon arrival at the VA facility check in with the Task Order level COR or site POC before performing any warranty, repairs and/or maintenance services. This check in is mandatory. No work shall be performed in this capacity unless the contractor has first received authorization for performing any such work in writing from the Contracting Officer. When the service is completed, the contractor’s representative or Field Service Engineer (FSE) shall document services rendered on a legible service report. A legible signed service report shall be provided directly to the COR/Site POC following completion of each call, and shall include equipment identification (i.e.

serial number), date and time of service, description of services including latest version of software patch or upgrade, results of services, name of individual who performed the services and additional recommendations.

Payment under this contract may be affected if a service report is not provided after each site visit.

INTERFACE SUPPORT

As part of the unscheduled and scheduled maintenance, the Contractor shall ensure that all TeleCare Companion side interfaces, including VHA Electronic Health Record (EHR), Medical Devices, Analytics are maintained consistently throughout the task order period of performance.

The Contractor shall coordinate with other Vendors and/or Contractors when necessary to accomplish this task. All work related to interface support shall be recorded in the Electronic Service log. The contractor shall be responsible for communication and coordination with other vendors and report progress and resolution to the VA POCs.

EDUCATIONAL SUPPORT

As part of the unscheduled and scheduled maintenance, the Contractor shall ensure that proper education and training is provided for all TeleCare Companion side interfaces, including VHA Electronic Health Record (EHR), Medical Devices, and Analytics throughout the task order period of performance. The Contractor shall coordinate with other Vendors and/or Contractors when necessary to accomplish this task. The contractor shall be responsible for communication and coordination with other vendors to ensure education and training is provided to the VA POCs.

RESPONSE TIMES

The Contractor shall provide the maintenance and technical support within a specified time published in the response time requirements below in Table 1. If the Contractor cannot resolve the problem over the phone or remotely, then an authorized representative from the Contractor shall commence work within the designated time identified, and rectify the problem without undue delay and at no additional cost to the government. The Contractor shall be responsible to coordinate the method of response with the Task Order level COR. The VA will set the severity level when reporting issues according to the descriptions set forth in this SOW. The VHA TeleCare Companion shall set priority level for issue in the event that multiple issues arise and need technical or clinical troubleshooting by the vendor.

Level 1 priority is defined as any issue that affects patient safety, regulatory compliance, and/or TeleCare Companion interfaces which affect life and/or property. Level 1 priority applies when malfunction or failure can result in patient injury or death or significant damage to equipment. This includes any issue that adversely impacts patient care where no workarounds are available. Examples include partial or complete system outages, interruptions making a critical functionality inaccessible, interruptions causing a severe impact on application availability, or data corruption resulting in missing or incorrect patient information, duplicate records, loss of data, etc.

Level 2 priority is defined as having a potential to affect patient care such as degradation in performance or functionality, work flow interruptions or delays, etc. Level 2 priority warrants special attention and takes precedence over normal and low priorities. Examples include interruption to critical functionality, interfaces are down, access denied to data and systems, sustained degraded or unusable capabilities, not life threatening but having a potential for impact on services availability if not resolved.

Level 3 priority is defined as a defect or fault event but the system is operable with minimal impact to patient care.

Level 3 priority requires same day initial action but resolution may take more time. Examples include impairment of non-critical functions or procedures, capabilities that have become unusable or hard to use but with no direct impact on patient care services or system availability. Normal priorities will typically have a workaround available.

Level 4 priority is defined as an isolated issue which is affecting on a single user and has no impact to the patient care. This priority would require configuration changes or other non-reproducible issues to be conducted to reach a resolution. An Example of a level 4 priority would be a system update request or configuration change which has no impact to current patient care.

Level 5 priority is defined as preventive maintenance or issues that do not require immediate action or attention.

Table 1 list response times by priority types as defined by VA. The Contractor shall meet the response time requirements associated with each priority:

Priority Call Back Response

Remote-Log In Response

Turn Around Time (to restore to full performance)

Level 1 1 hour 1 hour 8 hours Level 2 2 hours 2 hours 16 hours Level 3 2 hours 6 hours 40 hours Level 4 4 hours 8 hours 48 hours Level 5 8 hours 24 hours 72 hours

Table 1. Response Times

If Full Performance cannot be restored within the above timelines, the Contractor shall notify the Government as soon as restoration time is known, but not later than expiration of 50% of the turnaround time (i.e., for an urgent request, the Government must be notified within 4 hours of occurrence if the system can’t be restored to operational condition within 8 hours). The notification shall include a projected repair completion time and the reason for the delay. If the resolution cannot be met, the vendor shall provide the TeleCare Companion point of contact with an estimated resolution time and periodic updates at an interval decided by the VHA personnel. (i.e Daily, weekly)

4.6 TASK 6: EQUIPMENT REMOVAL DATA MIGRATION

REPORT/DOCUMENTATION

SERVICE REPORT

The Contractor shall provide a Service Report to the pertinent VA POC designated by the Task Order level COR at the completion of a service call prior to departing any VAMC or at the conclusion of remote service.

The Service Report shall document information: the type of service (i.e., equipment failure, schedule software upgrade); the date and time of failure reported, date and time of service, the services rendered and shall include software description, revision, serial number, trouble reported, root cause and corrective action taken. The service report shall also contain a complete description of services such as installation of the latest version of software patch or upgrade, name(s) of individual(s) who performed the services, and any travel, labor and/or parts information with respect to any and all services performed. Individual service reports shall be consolidated into the Monthly Electronic Service Log.

4.7 SERVICE LOG

The Contractor shall provide and maintain an Electronic Service Log for tracking of all services performed under this contract. This Electronic Service Log shall be VA-accessible. The content of the log shall include all service calls, repairs, updates, upgrades, version changes, or changes required to the system and special service requests generated throughout the duration of the contract. Any contractor known system issues shall be recorded in this service log and shared with the government at the earliest possible time. For each service item, the Electronic Service Log shall include a unique reference number, date and location of service, problem, staff assigned, actions taken, follow up actions required, estimated completion time, completion time, date complete. This log must be accessible by the VHA and can be web-based for easy access by the Government and the Contractor. The Contractor shall provide a sample of the above log for approval by the COR before implementing the Electronic Service Log.

The contractor will devise and maintain an electronic service log for tracking of all services performed under this contract. This electronic report shall include but not be limited to all service calls, updates, upgrades, version changes, or changes required to the system and special service requests generated throughout the duration of the contract. At a minimum, the log shall include all items indicated herein and/or as requested by the COR. This log can be web-based for easy access by the government and the contractor. The contractor shall provide a sample of the above log for approval by the COR within thirty (30) calendar dates from commencement of services or as agreed upon with the primary

COR.

4.8 ENHANCEMENT REQUEST /REPORT

The Contractor shall report all enhancement request submitted by VA.

These requests must be evaluated, prioritized, and implemented into the application updates. Upon submission of requests, the Contractor and VA shall meet to determine the need and prioritization of the enhancement requests. The contractor and VA will work together to define the requirements and develop a mutually agreeable solution where we will determine level of effort, identify delivery timing, risks and costs.

Depending on the level of effort and what is asked, some enhancements may be at an additional cost to the VA and some will be included in the service agreement. No enhancement requests shall be performed and/or fulfilled without the contractor first obtaining the express, written approval for their performance and/or implementation from the Contracting Officer. VA-approved enhancements shall be provided by the Contractor and must be made available upon release to all VAMC’s under contract with the contractor and the VA may choose to purchase this enhancement. Upon COR approval, the Contractor shall coordinate and distribute enhancement and maintenance updates and releases by using an appropriate electronic media, printed media or its website, in accordance with VA requirements for electronic, printed or web based media.

The Contractor shall test the system after any changes to ensure that the system continues to function in accordance with manufacturer’s specifications. The Contractor shall provide the VA with a report of all enhancement requests and decision monthly.

4.9 DOCUMENTATION

The Contractor shall provide an electronic copy of the user manuals, system administrator manuals, operating/maintenance and/or technical manuals, release notes, service bulletins necessary for the operation and support of the TeleCare Companion software to the COR and other designated personnel. The documentation should be provided at task order kick off meeting. These documents include but are not limited to User Manuals, System Administrator Manuals, Operating/Maintenance Manuals, and Technical Manuals. All project documentation kept by the vendor during the period of performance shall be available to VA personnel during and after the period of performance.

The contractor shall distribute maintenance updates or releases by using an appropriate electronic, or printed media to the COR. Alternatively, the contractor may offer access to maintenance copies through its website

4.10 OPTIONAL TASKS

The Contractor shall provide the necessary support in the event additional work is required at a facility due requests to expand the use of product.

(End of SOW)

4.6 Task 6: Equipment removal Data Migration