37th Contracting Squadron, 1655 Selfridge Avenue, Lackland AFB, TX 78236-5253

D -- SOFTWARE MAINTENANCE SUPPORT SOL F41636-97-Q1521 DUE 082597 POC Cathy Garcia 210-671-1759/J C Camper 210-671-1766 Non-personal services: Contractor to provide Surgi-Server Software Maintenance Support. Telephone Support 800-line 24hr/7day (plus holidays) to assist customers with problem resolution and product usage quote questions. 800-line to be staffed with Support Engineers. Require a guaranteed telephone response to customer reported problems on the basis of severity. System down problems must be responded to immediately, while problems deemed critical in severity must have a response time within 30 minutes. The response time all other system problems must be within 4 hours. The local system administrator will determine severity when service call is initiated. Require remote diagnosis as the primary method for the delivery of services. Remote diagnosis is accomplished by using dedicated telephone lines with high speed modems. This diagnostic technique also utilizes automated facilities for system monitoring and error reporting. The customer is required to maintain a dedicated DID telephone line with an active modem attached. Escalation Management to require an established procedure for problem escalation management. The purpose of the procedure is to ensure that appropriate resources are applied to the prompt and timely resolution of customer problems which are critical in nature. The escalation procedure includes the allocation of additional technical resources, management alerts, scheduled status reviews, and on-site response as required. The escalation procedure can be invoked by contractor or the customer if the situation requires. Software upgrades and Engineering changes to include software patches, maintenance releases, firmware updates, and remedial hardware design changes. And also, to include technical support to assist customers with installation of upgrades. Mfgr of Surgical Server Software: Serving Software Group, of HBO & Company Period of Performance: 01 Oct 97 thru 30 Sep 98. Firm fixed price is contemplated. "See Note 22" (0217)

Loren Data Corp. http://www.ld.com (SYN# 0031 19970807\D-0012.SOL)