Statement of Work - FreezePro Software Support Service.pdf

Statement of Work (SOW)

FREEZERPRO SOFTWARE SUPPORT

GENERAL INFORMATION

1.0 Scope of Work: Contractor will provide technical support through email and internet using trained software technicians. Upgrades to the software will be made available for download when available. This is anticipated to be a Base + 4 Option Year Contract:

BASE YEAR – 12 MONTHS FROM DATE OF AWARD

OPTION YEAR 1 – 12 MONTHS FROM END OF BASE YEAR

OPTION YEAR 2 – 12 MONTHS FROM END OF OPTION YEAR 1

OPTION YEAR 3 – 12 MONTHS FROM END OF OPTION YEAR 2

OPTION YEAR 4 – 12 MONTHS FROM END OF OPTION YEAR 3

2.0 Background: Software support has been maintained on this program since its purchase in 2016 to ensure proper operations to allow accurate inventory of biological samples.

CONTRACTOR REQUIREMENTS

3.0 Technical Requirements/Tasks:

1) Contractor will provide telephone and internet support via email and teleconference.

2) Upgrades to the software will be made available through the OEM online sources.

4.0 Government Furnished: Government-furnished support is limited to security access to the equipment in the NCAH facility, computer download of software on applicable computers, server space to maintain records, and AC power (110VAC) and IT support where applicable.

5.0 Deliverables / Schedule:

Key Deliverables Item No.

Deliverable

Objective

Due

1 Software technical support

Timely response to questions, concerns and troubleshooting issues.

As needed

2 Software Upgrades Maintain optimum level of software performance

As available.

6.0 Travel: No travel is required.

7.0 Contractor’s Key Personnel: Only OEM factory trained software technicians will assist in telephone and internet support.

8.0 Security Requirements: A copy of an official government photo ID (State-issued driver’s license or ID card, passport, green card, etc.) must be provided no later than one week before arrival of contract service technician(s) except in the case of emergency service, were only the name of the technician provided via email or telephone will be necessary. Security access to the NCAH facility will be provided based on this identification requirement.

9.0 Place of Performance: 1920 Dayton Ave, Ames, Iowa 50010

10.0 Technical Point of Contact: Patricia Federico, 515-337-6370, patricia.federico@usda.gov