Department of veterans affairs
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- ON-SITE SUPPORT
- EMERGENCY MAINTENANCE CALL SUPPORT
TECHNICAL SUPPORTThe Contractor shall provide technical support for the STN and ancillary equipment, and hardware and associated software upgrades. The Contractor shall provide technical support for the STN software, including the Operating System Software and any Original Equipment Manufacturer (OEM)-sponsored modifications and revisions. The support provided shall consist of an OEM-sponsored software support program for all eligible VS (for example, Alcatel’s Software Enterprise Support). The support provided shall consist of correction of errors, provision of OEM-sponsored modifications, improvements, revisions, new software level releases, and security patches. The Contractor shall furnish full documentation of all OEM-sponsored changes and/or modifications to the software provided to meet the Governments’ requirements. In the case of new software level releases by the OEM, the Government may elect to accept the later versions of the software and if accepted, the Contractor shall provide, install, and support the new software version. The Contractor shall provide to the COR a written Software Modification Notice of each OEM software modification, such as a patch, upgrade, or new release. The Software Modification Notice shall identify the software patch number or version in the case of an upgrade or new release, a synopsis of the features and functions of the modification, and any hardware required. Historically, there is approximately one modification every 12 months and 1 security patch a month. VA may choose to accept or reject the software modification. If accepted by VA, and upon COR approval, the Contractor shall install the modification within 60 days of manufacturer release. All system data is the responsibility of the Contractor and shall be protected from disaster loss during the software upgrade. STN and ancillary system software shall be maintained to conform to and perform in accordance with the OEM's functional descriptions and data requirements. The Contractor shall furnish the most current version of manufacturer supplied user manuals and publications for all equipment. Deliverable: A. Software Modification Notice ON-SITE SUPPORTThe Contractor shall be trained and certified on all the installed system types, and all peripheral STN equipment such as Omni PCX 4400 and the AVST CallXpress. The Contactor shall provide the names of all on-site technicians and their certifications and training records to the COR. The Contractor shall have the ability to directly contact the manufacturer’s technical assistance team (TAC) for diagnostic testing and technical problem assistance. As additional STN equipment is installed, the Contractor shall obtain manufacturer certification for that additional equipment within 30 days of the installation of the additional equipment. Any additional STN equipment installed or replaced at the facilities listed in Section 4.2 will be considered part of the overall STN system that the Contractor is required to support as part of this effort. The Contractor shall provide on-site support at the Salem VAMC, located at 1970 Roanoke Blvd., Salem Virginia, during normal duty hours, usually 8:00 A.M. to 4:30 P.M. Monday through Friday excluding Federal holidays. To accommodate the VAMC’s flexible hours the COR reserves the right to determine the duty hours of normal operation, but the normal duty hours shall not to exceed 40 hours per week. For example, in the summer normal duty hours may be 7:30 A.M. to 4:00 P.M. Work may be required outside the normal duty hours in order to meet the requirements in this TO. The support shall include all maintenance, moves, adds, repairs, changes and follow-on service for the STN at the facilities listed in Section 4.2 Place of Performance. EMERGENCY MAINTENANCE CALL SUPPORTThe Contractor shall begin remote failure remediation within 30 minutes after VA notification to the Contractor’s service desk of Emergency Maintenance Call. If the failure cannot be completely resolved remotely within two hours after VA initial notification to the Contractor’s service desk, the Contractor shall be on-site within four hours of the initial call to the Contractor’s service desk. The Contractor shall provide 2-hour remote failure remediation, and 4-hour on-site remediation if necessary, 24 hours a day, 7 days a week to all emergency maintenance calls. Once repairs are initiated, work shall continue until completed. In the event of a PBX system failure in the Salem VAMC, VA’s Gordon Kapes system, which is already in place, shall be activated. If the PBX critical failure cannot be totally resolved or repaired within 12 continuous maintenance work hours, the Contractor shall provide an alternate PBX at the failed facility, equipped for a minimum of 100 main station lines, two (2) Primary Rate Interface (PRI) trunk access lines and two (2) Central Answering Positions. This alternate system shall be operational within 24 hours of the initial call to the Contractor and shall provide emergency service to critical areas identified by the COR and coordinated with the VA site Director or his/her representative. The alternate system shall remain in place until the COR deems the critically failed system has returned to a fully functional operational state. If a PBX critical failure, at one of the CBOC’s, cannot be totally resolved or repaired within 12 continuous maintenance work hours the Contractor shall provide an alternate PBX at the failed facility, equipped for a minimum of 24 main station lines, 1 Transmission System, 1 T-1/PRI trunk access line and one (1) Central Answering Position. This alternate system shall be operational within 24 hours of the initial call to the Contractor and shall provide emergency service to critical areas identified by the COR and coordinated with the VA site Director or his/her representative. The alternate system shall remain in place until the COR deems the critically failed system has returned to a fully functional operational state. Emergency calls are invoked by either failure in a critical care area, or by type and scope of a failure. Critical care areas warranting emergency response within a VA facility setting include: Medical Intensive Care Units, Surgical Intensive Care Units, Coronary Care Units, Operating Room Suites, cardiac arrest team centers, intensive care units, emergency departments, operating rooms, community living centers, CBOCs, and any other areas deemed critical care areas by the COR, FCIO, or designees. An emergency maintenance call shall be deemed appropriate when a failure involves a trunk group, 100 ports or more, a port shelf, or cabinet. In addition, the failure of a common control unit; power supply; signal generating device; or attendant console or attendant telecommunication devices and or any computer, or any other area/device the COR, FCIO, or designees deems critical shall also be deemed as warranting an emergency maintenance call. Historically, there has been one to two emergency maintenance calls per year. 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