2 STATEMENT OF WORK DATA INNOVATIONS LICENSE, MAINTENANCE, AND SUPPORT Scope: Contractor to provide technical support and maintenance of the laboratory universal interface system, including Data Innovations (DI) Instrument Manager (IM) 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: 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. Contractor shall provide emergency maintenance and support 24x7x365. An emergency request may be submitted for a live Instrument Manager system where all or a portion of the system has become non-operative and is affecting a critical laboratory function. Contractor shall provide non-emergency support Monday through Friday, from 8:00 AM to 7:00 PM CST, excluding federal holidays. The Government and Contractor shall mutually agree on the severity level and Contractor will respond according to the following schedule: Critical Priority: System or Production Connection Down: Critical Priority shall mean a Software Error that renders the Software inoperable and causes a significant, time-dependent stoppage of Customer s business operations. Critical Priority instances must be reported via telephone. The Contractor shall acknowledge Critical Priority instances within one hour of the initial contact via telephone and commence working towards a result at that time. High Priority: Significant Business Impact: High Priority shall mean a Software Error that causes the Software to fail resulting in significant revenue or operational impact, although certain functions remain in operation. High Priority instances must be reported via telephone. The Contractor shall acknowledge High Priority instance within four hours of the initial contact via telephone and commence working towards a resolution at that time. Medium Priority: Low Impact Failure: Medium Priority shall mean a Software Error causes a feature of the Software to fail, resulting in a non-critical situation which allows business to remain in operation. A Medium Priority incident may include issues only impacting a single user or issues where the business impact under a Critical Priority of High Priority is resolved, but there is ongoing research needed to determine the FboNotice cause of the failure. Medium prior instances may be reported via telephone, email or by the Customer Web Portal. The Contractor shall acknowledge Medium Priority instances within twenty-four (24) hours of the initial contact. Low-Priority: Assistance: Low Priority shall mean Software Error opened when user has general Software questions or needs that do not impact day-to-day functionality. Low Priority instances may be reported via telephone, email, or by the Customer Web Portal. The Contractor shall acknowledge Low Priority instances within forty-eight (48) hours of the initial contact. The Contractor shall provide 24x7x365 access and availability of patches, updates, enhancements, system upgrades, and new versions of the software covered. The Contractor 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). Contractor shall provide email notification within 24 hours to laboratory designee of all new and/or updated patches, updates, enhancements, and new versions of the software covered under this contract. Contractor shall continually provide any/all applicable licenses for the DI Instrument Manager system for the base year and option year of this contract. Contractor shall remotely add and delete any/all laboratory analyzers to/from the system per laboratory designee. The vendor shall remotely manage the PC s and device server. Contractor shall document all software service requests and provide laboratory designee with a service tracking number. When service is requested, the vendor shall email the 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 email the laboratory designee a copy of the service report. The Instrument Manager license shall include, but is not limited to, the following for Production and Test accounts based on each individual facilities workflow needs: Instrument Manager Base Software with Disaster Recovery Instrument Manager Interface Connection with Disaster Recovery End User Software Connection with HA/DR Light Pole Connection Open Data Exchange Connection with HA/DR Lab Intelligence Moving Averages Moving Medians Manual Results Entry Peer & Daily QC integration for Bio-Rad Unity Real Time Specimen Management Specimen Routing Period of Performance: Base Period: 3/01/2023 2/29/2024 Option Period 1: 3/01/2024 2/28/2025 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 Health Care 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
