Data Innovations Instrument Manager Software as a Service

Combine Solicitation will be posted for Data Innovations Instrument Manager Brand Name -License #075984 and License#347237. The Contractor shall provide all materials, labor, software, hardware, training, and support necessary to maintain and enhance the CAVHS laboratory interface system including: System Support and Maintenance Ongoing Instrument Manager Maintenance & Support for production systems Ongoing Instrument Manager Maintenance & Support for test systems Auto-verification license maintenance and support Twenty-four (24) hours per day / seven (7) days per week / three hundred sixty-five (365) days per year telephone technical support Troubleshooting and resolution of system issues Software patches, updates, and security fixes Auto-Verification Continuation Continuation of existing auto-verification rule sets for high-complexity workflow configurations Maintenance of auto-verification parameters and configurations Support for specimen management workspace Laboratory Intelligence integration with auto-verification workflows Laboratory Intelligence Implementation Installation and configuration of Lab Intelligence module for KPI visualization Configuration and support for key performance indicators including: Specimen/test volume metrics Turn-around time tracking Quality control violation dashboards Auto-verification rate monitoring Quality indicator dashboards Lab Intelligence training and documentation System Configuration and Enhancement Support for configuration of production and test servers Database migration and validation support as needed Driver updates and compatibility maintenance Mirroring functionality configuration and support High availability and disaster recovery support Interface connectivity with VistA and all laboratory analyzers Professional Services (as needed) Implementation support for system upgrades Workflow rule development and refinement Training on rule writing and maintenance Support for specimen management workspace customization User security configuration and management Technical guidance on laboratory intelligence configuration Training and Support Initial and ongoing staff training on IM system and auto-verification workflows Training on Laboratory Intelligence dashboard usage Rules writing and maintenance training Documentation and Standard Operating Procedure (SOP) support Knowledge transfer and technical guidance SPECIFIC TASKS AND

DELIVERABLES Customer Service

Requirements The Contractor shall provide: 24/7/365 Technical Support:Â Telephone support availability with reasonable response time to critical issues Dedicated Support Contacts:Â Primary and backup technical contacts for escalation Response Times:Â Initial response to reported issues within 24 hours; critical issues prioritized for same-business-day response Issue Resolution:Â Committed effort to resolve reported technical issues in timely manner Performance Tracking:Â Monthly monitoring of support quality and customer satisfaction Product Support and Changes Product Notifications:Â Immediate notification to the COR of any product recalls, security vulnerabilities, or mandatory updates Product Substitution:Â No substitutions without written approval from CAVHS PLMS and the

Contracting Officer Change Management:Â All changes to contract terms,

pricing, or conditions require written agreement with CAVHS and signature by the VA

Contracting Officer Defective Products:Â Contractor shall replace and/or reimburse recalled/defective products at no cost to the Government; Contractor liable for processing costs Site Conditions and Access All work and delivery shall take place during clinical business hours (Monday-Friday, 8:00 AM - 4:30 PM CST, excluding federal holidays and weekends) No smoking, eating, or drinking inside the laboratory at any time Contractor staff must comply with all facility security, safety, and infection control procedures Cellular phone use only in designated areas; COR approval required for areas of uncertainty Smoke-free facility: smoking prohibited inside buildings and grounds; violators subject to removal Equipment Protection and Property Contractor shall protect all equipment and materials from damage Contractor responsible for any damage to facility, grounds, or furnishings resulting from Contractor actions Contractor shall repair or replace any items damaged due to Contractor actions Contractor shall exercise precautions against damage during all work activities System Security