DH01--Intent to Sole Source

STATEMENT OF WORK

Instrument Manager Interface Support and Maintenance

Scope: Contractor to provide technical support and maintenance of the laboratory universal interface system, including Data Innovations proprietary operating system, instrument specific interface programs, interface equipment and network connectivity hardware, emergency service and software host connections for each of the following VA facilities:

Jesse Brown VA Medical Center

Edward Hines, Jr. VA Hospital

VA Illiana Health Care System

Captain James A. Lovell Federal Health Care Center

Clement J. Zablocki Medical Center

William S. Middleton Memorial Veterans Hospital

Tomah VA Medical Center

Oscar G. Johnson VA Medical Center

Specific Tasks

Software Support: The Contractor shall provide technical assistance with software and hardware product installations, configuration, and set-up to achieve proper operation of all interface programs and equipment.

The vendor shall provide 24x7x265 access and availability of patches, updates, enhancements, and new versions of the software covered.

Vendor shall provide 24x7x365 access and availability to the Driver Download web page for updated and new drivers, access to the Language Locale web page for updated and new language locale, the knowledge base, proactive and real-time monitoring of the system, and individual username and password access to Customer Web Portal (CWP).

Vendor shall provide e-mail notification within 24 hours to COR and/or laboratory designee of all new and/or updated patches, updates, enhancements, and new versions of the software covered under this contract.

Vendor shall continually provide any/all applicable licenses for the Data Innovations Instrument Manager system for the base year and option years of this contract.

Vendor shall remotely add and delete any/all laboratory analyzers to/from the system per COR or laboratory designee. The vendor shall remotely manage the PC s and device server.

Vendor shall document all software service requests and provide COR and laboratory designee with a service tracking number. When service is requested, the vendor shall e-mail the COR and laboratory designee a copy of the initial service ticket outlining the problem for quality monitoring purposes. When a service incident is resolved and closed the vendor shall e-mail the COR and/or laboratory designee a copy of the service report.

Telephone Support: The Contractor s technical support representatives must be trained and authorized by Data Innovations, LLC., to access the Data Innovations proprietary hardware and software and to provide the necessary level of assistance with the laboratory middleware system.

Contractor shall provide 24x7x365 telephone technical support for all hardware and software emergencies that disrupt laboratory data flow and operations.

Contractor shall provide non-emergency support Monday through Friday from 8:00 AM to 7:00 PM CST, excluding federal holidays.

Contractor shall respond to all non-emergency requests for support within two (2) hours during normal business hours. The response time for a request outside of normal business hours shall be three (3) hours.

All service and repairs will be performed during normal hours.

Contractor shall document all telephone technical support service requests and provide COR and/or laboratory designee with a service tracking number. When service is requested, the vendor shall e-mail the COR and/or laboratory designee a copy of the initial service ticket outlining the problem for quality monitoring purposes. When a service incident is resolved and closed the vendor shall e-mail the COR and laboratory designee a copy of the service report upon request.

System Maintenance: Contractor shall furnish all necessary services, including labor (remote and on site as needed), to maintain the system in good working condition for the consideration set forth in the Supplies/Services and Prices/Costs Section of this solicitation.

Reports and Documentation: For any services performed on site, upon arrival at the Medical Center, the Contractor representative shall check in with the COR or authorized representative before performing any warranty, repairs and/or maintenance services. This check in is mandatory. When the service is completed, the contractor s representative shall document services rendered on a legible ESR(s). A legible signed service report shall be provided directly to the COR or authorized representative following completion of each call, and shall include equipment identification (i.e. serial number), date and time of service call, list of parts replaced, results of inspections and/or calibrations, and a description of work accomplished. The report shall be signed or initialed by the COR or authorized representative. Payment under this contract may be affected if a service report is not provided at the conclusion of each site visit.

Places of Performance:

Jesse Brown VA Medical Center Oscar G. Johnson VA Medical Center

820 S. Damen Ave. 325 E. H Street

Chicago, IL 60612-3728 Iron Mountain, MI 49801-4760

VA Illiana Health Care System William S. Middleton VA Hospital

1900 E. Main St. 2500 Overlook Terrace

Danville, IL 61832 Madison, WI 53705-2254

James A. Lovell Federal Healthcare Center Clement J. Zablocki VA Medical Center

3001 Green Bay Road 5000 W. National Ave.

North Chicago, IL 60064-3048 Milwaukee, WI 53295

Edward Hines Jr. VA Hospital Tomah VA Medical Center

5000 S. 5th Ave. 500 E. Veterans St.

Hines, IL 60141-1457 Tomah, WI 54660-3105

Period of Performance:

Base Year: 3/14/2021 2/28/2022

Option Year One: 3/1/2022 2/28/2023