D--ScheduALL 3YR Standard Service Agreement

Synopsis: This notice is a Notice of Intent (NOI). This notice is published in accordance with Federal Acquisition Regulation (FAR) 5.101(a)(1) requiring dissemination of information regarding proposed contract actions. This is a Notice of Intent to award a Sole Source Firm-Fixed Price Contract under the authority of 41 U.S.C. 3304(a)(1), as implemented by FAR 13.106-1(b) - Only One Responsible Source and No Other Supplies or Services Will Satisfy Agency Requirements., and is not a request for competitive quotes. The Department of Veterans Affairs, Veterans Health Administration, Employee Education Systems (EES) intends to award a firm-fixed price sole source contract to Net Insight, DBA VizuALL/ScheduALL, 200 S. Park Rd, Suite 250, Hollywood, FL 33201-8592 for one year service agreement with four(4) additional one year option periods. This contract will include: STANDARD SERVICE LEVEL AGREEMENT The Standard Service Level Agreement provides remote service from one of three Customer Care Centers: Either the U.S. Customer Care Center, the London, United Kingdom Customer Care Center, or the International Customer Care Center. Service hours are: U.S. Customer Care Center: From 9:00 AM to 8:00 PM Eastern Standard Time, 5 days a week (Monday Friday), with the exception of U.S. bank holidays; London, United Kingdom Customer Care Center: From 9:00 AM to 6:00 PM GMT/BST, 5 days a week (Monday Friday) with the exception of United Kingdom bank holidays; International Customer Care Center: From 4:00PM Eastern Standard Time to 2:00 AM Eastern Standard Time, 5 days a week (Monday Friday) with the exception of U.S. bank holidays. Net Insight Customer Care staff assists Licensees with product information, revision control information, product usage issues, and incident resolution, which may involve problem determination, analysis, and diagnosis. Licensor also provides standard support for ScheduAll Software, including information on product configuration and usage, releases, and Updates. Product Change Notification: Licensees will receive product change notification to alert them to changes by subscription to email notification. Standard Service Level Agreement Features Telephone Support Yes Email Support Yes Product Change Notification Yes Acknowledge (Severity 1 & 2) Acknowledge(Severity 3 & 4) Response (Severity 1) Response (Severity 2) Response (Severity 3) Response (Severity 4) Resolution (Severity 1 & 2) Resolution (Severity 3) Resolution (Severity 4) < 1 business day < 1 business day < 1 business day < 2 business day < 3 business day < 3 business day Highest priority, next tested Defect Release Next Major Release > 60 days from the date of Response N/A Online Knowledge Database Yes Allowable Number of Service Requests Unlimited Number of Authorized Contacts 3 Escalation Management Yes Agreement Term Minimum 12 Months Software Updates Yes Deliverable 1: Software/Application updates, Telephone/email support/online knowledge database, service and maintenance reports. Reports will be generated when there is a trouble ticket issued and successfully closed out. The associated North American Industry Classification System (NAICS) code for this procurement is 541511 with a small business size of $27,5 M. Net Insight is a large business. This will be the only notice of the Government s intent to solicit, negotiate, and award to one source to satisfy this requirement. The Government plans to award a contract for this requirement within 30 days of this notice. While this synopsis does not constitute a solicitation, interested vendors may identify their interest and capability to satisfy this requirement. The Government understands that VizuALL/ScheduALL is the only vendor which can provide the requested services for EES. However firms that believe they can provide the capability required to fully meet the Government s requirement may submit in writing, a capability statement, proposal or quotation that will be considered by this agency to the identified point of contact within five (5) days after publication of this notice. Such documentation shall be evaluated solely for the purpose of determining whether or not to conduct this procurement on a competitive basis. A determination not to compete this requirement based upon responses to this notice , is solely within the discretion of the Government. Interested parties may identify their interest and capability to respond to this requirement or submit offers on VA777-17-Q-0033. For additional information or to submit responses, please contact William Singleton, #