AWARD
J -- SPECIAL Data Innovations Licensure and Service - VISN
- Notice Date
- 6/1/2022 4:04:52 PM
- Notice Type
- Award Notice
- NAICS
- 511210
— Software Publishers
- Contracting Office
- NETWORK CONTRACT OFFICE 23 (36C263) Saint Paul MN 55101 USA
- ZIP Code
- 55101
- Solicitation Number
- 36C26322P0576
- Archive Date
- 06/16/2022
- Point of Contact
- Terry McAllister, Timothy Kimmel
- E-Mail Address
-
terry.mcallister@va.gov, timothy.kimmel@va.gov
(terry.mcallister@va.gov, timothy.kimmel@va.gov)
- Award Number
- 36C26322P0576
- Award Date
- 06/01/2022
- Awardee
- Data Innovations LLC VT 05446-5952 USA
- Award Amount
- 171196.56
- Description
- COPE OF WORK SOFTWARE MAINTENANCE TERMS AND CONDITIONS Overview/Summary: VISN 23 Pathology and Laboratory Medicine service line has implemented Data Innovations middleware systems to interface a variety of laboratory analyzers throughout the VISN with VISTA CPRS patient records systems.� In order to remain functional, the Data Innovations software requires license renewal annually.� Additionally, regular software support is needed to assure timely and accurate data flow to support patient care.� TECHNICAL SERVICES The Contractor, without additional charge to the ordering activity, shall provide a hot line technical support number for the purpose of providing user assistance and guidance in the implementation of the software: +1-802-658-1955 The technical support number is available from Monday � Friday 9:00AM EST/EDT to 8:00PM EST/EDT. SOFTWARE MAINTENANCE & Support (M&S) Software maintenance service shall include the following: Non-emergency telephone support from 9 am to 8 pm EST. 24x7x365 emergency support. Software patches, updates, enhancements and new release versions. Individual login credentials for accessing Customer Web Portal (CWP) to submit and track requests for support. Availability of online knowledge base. Driver download web page for new and updated drivers. Language locale web page for new and updated language locale files. Ability to opt-in to various listserv notifications and IMLink, a device relationship management service. For additional services, Data Innovations will work with Customer to understand requirements and outline an offering to meet their specific needs. Services beyond those provided under Support are billable and will be contracted for separately. M&S Priority Levels: Upon request for M&S where the issues being experienced by the Customer are identified as a Software Error, Customer and Data Innovations will mutually agree on the severity level of the Software Error. Data Innovations will respond to problems with the Software 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.� Data Innovations will acknowledge Critical Priority instances within one (1) hour of the initial contact via telephone and commence working towards a resolution 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 on Customer�s business, although certain functions of Customer�s business remain in operation. High Priority instances must be reported via telephone. Data Innovations will acknowledge High Priority instance within four (4) 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 the Customer�s business to remain in operation. A Medium Priority incident may include issues impacting a single user or issues where the business impact under a Critical Priority or High Priority is resolved, but there is ongoing research needed to determine the root cause of the failure. Medium Priority instances may be reported via telephone, email or by the Customer Web Portal. Data Innovations will acknowledge Medium Priority instances within twenty-four (24) hours of the initial contact. Low Priority: Assistance: Low Priority shall mean Software Error opened when Customer 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 CWP. �Data Innovations will acknowledge Low Priority instances within forty-eight (48) hours of the initial contact. Obtaining Support: A Customer requesting that Data Innovations provide M&S for the Software shall contact Data Innovations during the times and in the manner set forth below. While this Agreement is Active (�Active� being defined as the Agreement being valid and in effect and Customer having paid the applicable M&S fees due under this Agreement) Data Innovations shall provide M&S to Customer and Customer shall provide Data Innovations with (a) an accurate description of the Software Error; (b) the steps necessary to reproduce the Software Error; (c) if required, the data being processed at the time of the Software Error and associated log files; and (d) the severity of the Software Error, including the circumstances that lead to the Software Error. ����������� Non-Emergency Support: Non-emergency support is available Monday through Friday, excluding holidays published on www.datainnovations.com during the hours for the region listed below. 9:00 am � 8:00 pm EST/EDT Monday � Friday northamerica-support@datainnovations.com +1 802 658 1955 or CWP Note: Customer Web Portal (CWP) is accessed via support.datainnovations.com During Support Hours: During Support Hours, Customer may log requests for M&S in the following manner: Telephone: Customer may log M&S requests by calling the telephone number provided in the table above. All Critical Priority and High Priority instances, as defined in Section 6 Priority Levels, must be logged via telephone. E-mail: Customer may log M&S requests by sending e-mails to the appropriate Data Innovations Regional Support Office via the email address provided in the table in Section 7.1. All Critical and High Priority instances must be logged via telephone. E-mail is reserved for Medium and Low Priority instances as defined in Section 6 Priority Levels. Customer Web Portal (CWP): Using the Data Innovations Customer Web Portal, Customers can log Medium and Low Priority instances, view the status of outstanding instances, download Drivers, Documentation, and access a Knowledgebase of known issues and resolutions, for troubleshooting assistance and update contact information. Data Innovations does not warrant Customer Web Portal will operate without interruption or without errors. Emergency Support: Emergency M&S is available 24x7x365. An Emergency M&S 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. Emergency M&S is defined as Critical and/or High Priority instance(s) as defined in Section 6 Priority Levels. Non-Emergency Support After Hours: Customers requesting that Data Innovations provide non-Emergency M&S outside of Support Hours may purchase services for �Custom Support Services�. Such support must be scheduled and is subject to Data Innovations� resource availability. Customer Responsibilities: Remote Access: In order to assist Data Innovations in meeting the commitments above, Customer agrees to provide an approved remote method to the devices running the Software with connectivity to the Software and access that permits connectivity and administration using Software�s administration tools accessing the database engine. Diagnostics Data: In the event Data Innovations requests any data dumps, logs or any other documentation from Customer to resolve a reported M&S issue, such information shall be forwarded by overnight courier at Customer�s expense or through electronic means such as e-mail, remote access, or FTP. Primary Technical Contact(s): Data Innovations reserves the right to only provide support services for up to three (3) individuals employed or subcontracted by the Company which have been identified and trained as the Primary Technical Contacts of the Software. As of the Effective Date of Agreement Data Innovations acknowledges individuals identified in Exhibit 1 are designated as the Primary Technical Contacts. Hardware Platform / Infrastructure: Customer is responsible for the maintenance of its hardware platform and technical infrastructure. This infrastructure includes but is not limited to a reliable backup solution, networking components, virus protection and security software applications (i.e. firewalls). Core Software Updates: Data Innovations may, at its sole discretion, develop core Software updates applicable to the Software to correct defects, improve Software operation, add features, or provide functional corrections to the Software (�Core Updates�). If this Agreement is Active, Customer shall have the right to receive Core Updates at no additional charge by requesting the same from the Customer�s respective Data Innovations� regional support center or accessing the Core Updates from the Data Innovations� customer web site. Core Updates include electronic versions of Documentation. If Customer requests that the Core Updates are to be provided to Customer via electronic media (e.g. CD/DVD), Data Innovations may charge reasonable processing and shipping fees. Data Innovations reserves all rights to classify a Software enhancement, modification or change as a Core Update or as additional Software to be purchased by Customers. Core Revision Support: Data Innovations will support the current major version plus one additional version of the Software. Data Innovations uses a three-place numbering scheme to identify its software releases. The format of the Software is N.NN.PP where N.NN indicates the major version, PP indicates the patch revision. (An example would be release v8.11.01, where the major release is 8.11 and the patch revision is 01.) Core Software Development and Enhancements: If this agreement is Active, the Customer may request development of new functionality or enhancements to existing functionality of the core Software (�Requested Enhancement�). Data Innovations may, at its discretion, develop the requested new functionality and/or develop the enhancements requested to the existing functionality in full, in part, and/or with variations to the request. Data Innovations reserves all rights to classify a Requested Enhancement as a Core Update or as additional Software to be purchased by Customers. ����������� Driver Updates: Data Innovations may, at its discretion, develop driver updates applicable to the Software to correct defects, improve Software operation, add features, or provide functional corrections to the Software (�Driver Updates�). If this Agreement is Active, Customer shall have the right to receive Driver Updates at no additional charge by requesting the same from the Customer�s respective regional Data Innovations� support center or accessing the Driver Updates from the Data Innovations customer web site. If Customer requests that the Driver Updates be provided to Customer via electronic media (e.g. CD/DVD), Data Innovations may charge reasonable processing and shipping fees. Data Innovations reserves all rights to classify a driver enhancement, modification or changes as a Driver Update or as additional Software to be purchased by Customers. Driver Development and Enhancements: If this Agreement is Active, the Customer may request development of a new driver or enhancements to an existing driver. Data Innovations may, at its discretion, develop the requested new driver and/or enhance the existing driver in full, in part, and/or with variations to the request (�Driver Enhancement�). Data Innovations reserves all rights to classify a Driver Enhancement, modification or changes as a Driver Update or as additional Software to be purchased by Customers. License Grant: Customer acknowledges and agrees that all Core Updates, Driver Updates, Requested Enhancements and Driver Enhancements (�M&S Updates�), along with any associated Documentation provided to Customer under this Agreement are licensed to Customer pursuant to their individual EULAs, and as such are subject to all of the terms and conditions of their individual EULAs, including but not limited to terms of ownership, confidentiality, export control, and warranties. No Liability for Inaccurate Diagnostics: Data Innovations will attempt to provide accurate advice and information to Customer�s employees requesting telephone or web-based, e-mail support with respect to the Software; however, the Parties acknowledge that Data Innovations cannot guarantee that such advice and information will be error free and accurate in all instances as such advice and information is dependent upon Customer�s presentation and interpretation of the support needed as well as complete disclosure of the circumstances leading up to the request and, as such, Data Innovations will not be liable to Customer for any damages sustained by Customer as a result of incorrect or inaccurate advice by Data Innovations unless such damages were directly caused by the gross negligence or willful misconduct of Data Innovations. Installation of Third Party Software and Updates: Customer should not install any version, update, or upgrade of any third party software (�Third-Party Software�) on shared platform with the Software, whether sublicensed through Data Innovations or licensed directly by Customer through its own suppliers, unless Customer understands the impact and necessity of the Third-Party Software version, update, or upgrade with the Software. Customers must understand and assume the risk to the Software for the application of Third Party Software versions, updates, or upgrade. M&S Exclusions: Data Innovations will not be obligated to provide M&S if: (a) Customer fails to provide Data Innovations all information, technical assistance and access to the computing device on which the Software is installed and any other equipment and personnel necessary to assist Data Innovations; (b) the Software is not used in accordance with the applicable Documentation; (c) any error, malfunction or defect reported by Customer is found by Data Innovations to be due to a cause other than the Software or modifications as delivered by Data Innovations; (d) Customer has not installed the Software Updates in a timely manner (see Core Software Updates section and Driver Updates section above); or (e) Software error, malfunction, or defect cannot be reproduced. If any such non-Software error, malfunction, or defect may reasonably be corrected by Data Innovations, Data Innovations may correct it at Customer�s request, subject to resource availability, for reasonable service charges, agreed to by Customer and Data Innovations. Examples of non-Software errors, malfunctions, defects, associated materials, or services outside the scope of M&S include but are not limited to the following: Issues regarding installation in the event Customer chooses to install or implement the Software on its own; Troubleshooting of Customer�s computer hardware, operating system, system monitoring software, virus/malware software, or network; Database management including but not limited to database backups, database archiving, database disk utilization monitoring, database patching, database upgrades; Set up of Customer-provided equipment; Troubleshooting Third-Party Software not sold/distributed by Data Innovations; Troubleshooting Third-Party Software sold by Data Innovations but the Customer does not have separate Third-Party Software maintenance and support agreement through Data Innovations; Software recovery or data manipulation and recovery due to Hardware failure caused by circumstances such as lightning strikes, floods or other Acts of God, neglect, power surges, power failures, or air conditioning or humidity control issues; Database modifications or alterations made by non-Data Innovations personnel; Data modification caused by Customer error or host computer system error; Promotion to production of any modifications to the Software, Software Updates or Third Party Software versions, updates, or upgrades; Customer-requested modifications to the Documentation; Server maintenance including disk management, hardware operation, operation system updates, virus software management, removal of Customer-introduced viruses; and Troubleshooting or defect resolution if Customer performs its modifications or enhancements to the Software and/or system changes (�Customer Modifications and Enhancements�), unless such Customer Modifications and Enhancements were performed on behalf of Customer by Data Innovations or an authorized implementation partner of Data Innovations. For those Customer Modifications and Enhancements that were not performed by Data Innovations or an authorized implementation partner of Data Innovations, Data Innovations will Support the same only if Customer documents its Customer Modifications and Enhancements and pays Services fees to Data Innovations (on a time-and-material basis) for Data Innovations to conduct a design review and quality assurance (QA) process and to transition the Customer Modifications and Enhancements to Data Innovations� Worldwide Support. Operating Systems & Hardware: The Software has been validated for operation on a variety of operating systems and hardware platforms. Turnkey systems can be purchased from Data Innovations inclusive of validated operating system and hardware platforms. Customers may also provide their own operating systems and hardware. Minimum system specifications and supported operating systems can be provided per version of Software. Hardware Warranty: Any hardware purchased from Data Innovations is covered by the manufacturer�s warranty. Hardware warranty coverage begins on the date of Data Innovations� initial purchase from the manufacturer. Supported Sites: Server systems are located physically at: � Minneapolis VA Healthcare System � One Veterans Drive � Minneapolis, MN�55417 Server systems provide interfacing capabilities for the following sites: �Fargo� (one system combines both Fargo and Black Hills healthcare System) 1 instrument Manager Base Software with High Availability 51 Instrument Manager Interface Connection with High Availability 5 End user Software Connection with HA/DR 1 Moving Averages � Moving MEdians 1 Peer & Daily QC Integration for Bio-Rad Unity Real Time 1 Specimen Management 1 TEST- Instrument Manager Base Software 5 TEST- Instrument Manager Interface Connection 2 End User Software Connection for Test System 1 TEST Specimen Management �Sioux Falls� (one system combines both Minneapolis and Sioux Falls) 1 instrument Manager Base Software with High Availability 64 Instrument Manager Interface Connection with High Availability 3 End user Software Connection with HA/DR 1 Moving Averages � Moving MEdians 1 Peer & Daily QC Integration for Bio-Rad Unity Real Time 1 Specimen Management 1 TEST- Instrument Manager Base Software 5 TEST- Instrument Manager Interface Connection 2 End User Software Connection for Test System 1 TEST Specimen Management �Omaha� 1 instrument Manager Base Software with High Availability 42 Instrument Manager Interface Connection with High Availability 9 End user Software Connection with HA/DR 1 Moving Averages � Moving MEdians 1 Peer & Daily QC Integration for Bio-Rad Unity Real Time 1 Specimen Management 1 TEST- Instrument Manager Base Software 5 TEST- Instrument Manager Interface Connection 2 End User Software Connection for Test System 1 TEST Specimen Management 4.�St. Cloud� (One system combines both St. Cloud and Twin ports CBOC) 1 instrument Manager Base Software with High Availability 31 Instrument Manager Interface Connection with High Availability 7 End user Software Connection with HA/DR 1 Specimen Management 1 Sample Management 5.�Iowa City� 1 instrument Manager Base Software with Disaster Recovery 34 Instrument Manager Interface Connection with Disaster Recovery 15 End user Software Connection with HA/DR 1 Light Pole Connection 1Lab Intelligence 1 Moving Averages � Moving Medians 1 Manual Results Entry 1 Peer & Daily QC Integration for Bio-Rad Unity Real Time 1 Specimen Management 1 TEST- Instrument Manager Base Software 7 TEST- Instrument Manager Interface Connection 5 End User Software Connection for Test System 1 TEST Light Pole Connection 1 Lab Intelligence for Test System 1 TEST Moving Averages 1 TEST Manual Results Entry 1Test Peer & Daily QC Integration for Bio-Rad Unity Real Time 1 TEST Specimen Management 6.�Central Iowa� 1 instrument Manager Base Software with Disaster Recovery 21 Instrument Manager Interface Connection with Disaster Recovery 3 End user Software Connection with HA/DR 1 Peer & Daily QC Integration for Bio-Rad Unity Real Time 1 Specimen Management
- Web Link
-
SAM.gov Permalink
(https://sam.gov/opp/12975c6fc16340c0b1268fcc371f7aff/view)
- Place of Performance
- Address: Colchester, VT 05446, USA
- Zip Code: 05446
- Country: USA
- Zip Code: 05446
- Record
- SN06343252-F 20220603/220601230059 (samdaily.us)
- Source
-
SAM.gov Link to This Notice
(may not be valid after Archive Date)
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