Statement of Work.pdf

Statement of Work Full-Service Contract and Software Subscription – BD Synapsys

1. Introduction This Statement of Work (SOW) defines the scope, deliverables, terms, and responsibilities for the provision of BD Synapsys – Annual Subscription, UCA v2.0, and Essential Service, under a full-service contract. Location of service: Central Texas Veterans Health Care System (CTVHCS), 1901 Veterans Memorial Drive, Temple, TX 76504-7451.

2. Scope of Work Contractor will provide a bundled solution consisting of:

• Software Subscription:

• Synapsys – Annual Software Subscription (1-year license, renewable).

• UCA v2.0 platform access, updates, and enhancements.

• Essential Service Coverage:

• Technical support during coverage hours as defined in the service agreement.

• Remote diagnostics and troubleshooting assistance.

• Access to contractor’s knowledge base and software resources.

• Software updates, security patches, and compatibility upgrades.

• Full-Service Contract:

• Periodic system health checks and performance monitoring.

• Priority response support.

• Service coordination, including escalation management.

• Optional on-site support visits (as per agreed service level).

3. Deliverables

• Active subscription license for Synapsys Software (annual).

• UCA v2.0 access credentials and configuration support.

• Defined Essential Service package as outlined in BD’s service catalog.

• Periodic reporting on system performance and service activities.

4. Period of Performance

• Contract Term: 12 months from award date

• Renewal options based on mutual agreement

5. Roles and Responsibilities

• Contractor Responsibilities:

• Provide licensed software and necessary subscription access.

• Deliver Essential Service support per SLA.

• Maintain regular communication and escalation management.

• Customer Responsibilities:

• Ensure accessibility and connectivity to BD systems as required.

• Assign internal contacts for service requests and incident reporting.

• Maintain system environment (infrastructure, network, etc.) in compliance with BD requirements.

I. SERVICES TO BE PROVIDED

1. Preventative Maintenance (PM)

• Perform PM inspections at OEM-prescribed intervals, coordinated by Contractor, COR, and Biomedical Engineering.

• Contractor must be OEM-trained, OEM-certified, and approved by OEM to work on any of the listed systems.

• Contractor is solely responsible for scheduling and completion of PM; VA will not issue reminders.

• Inspections must:

• Follow Steris OEM technical specifications.

• Include operational checks, calibration, cleaning, function testing, and reporting.

• Provide written PM reports within two (2) business days.

• If PM coincides with a federal holiday, reschedule within five (5) business days in agreement with the COR.

2. Repair Services

• Contractor must be OEM-trained, OEM-certified, and approved by OEM to work on any of the listed systems.

• 24/7 Technical Support:

• Maintain toll-free line; all call staff must be OEM-trained and OEM-certified.

• Log all service requests and track until completion.

• Repair Coverage:

• All repairs are included; labor, travel, and OEM parts.

• Nonconforming repairs must be corrected at no cost, as scheduled by VA.

• Service Call Response:

• Contractor must be OEM-trained, OEM-certified, and approved by OEM to work on any of the listed systems.

• Routine Calls: On-site within 48 hours (Monday–Friday, 8AM–5PM, excl. federal holidays).

• Emergency Calls: Phone response within 4 hours, on-site within 24 hours

(including after-hours, weekends, holidays).

• After-Hours/Weekend/Holiday Service: Same standards apply.

• Special Service Requests:

• “Special circumstance” services (install support, user training) upon COR approval, with written cost proposal.

3. Parts

• All replacement parts included; no exceptions.

• Only new and OEM-certified parts may be used; maintain inventory of high-failure/unique components to avoid delays.

II. FEDERAL HOLIDAYS OBSERVED

• New Year’s Day (Jan 1)

• Martin Luther King Jr. Day (3rd Mon in Jan)

• Presidents Day (3rd Mon in Feb)

• Memorial Day (Last Mon in May)

• Juneteenth (June 19)

• Independence Day (July 4)

• Labor Day (1st Mon in Sept)

• Columbus Day (2nd Mon in Oct)

• Veterans Day (Nov 11)

• Thanksgiving (4th Thu in Nov)

• Christmas (Dec 25)

• And any other day specifically declared by the President of the United States to be a

National Holiday.

If a holiday falls on Saturday, observed Friday; if Sunday, observed Monday.

III. PERFORMANCE STANDARDS AND REPORTING

• All work must meet or exceed OEM and VA standards.

• Maintain detailed logs of all PM, repairs, cleanings, with parts and technician credentials.

• Provide all service reports to COR within 2 business days.

• Service acceptability judged by COR and Biomedical Engineering.

IV. DELIVERABLES

• PM reports (per equipment item/visit)

• Documentation for repairs, cleanings, service calls, training

• Quarterly (or on request) service/uptime summary

• OEM certification of all parts

V. ASSUMPTIONS AND CONSTRAINTS

• All Contractor personnel must adhere to VA security, safety, and privacy regulations.

• All services are performed on-site unless otherwise authorized by COR.

• Any exception or deviation must be documented and pre-approved in writing by COR.

VI. ACCEPTANCE AND AUTHORIZATION

• All services and deliverables are subject to final acceptance by VA COR and Biomedical Engineering.

(End of Statement of Work)