Description
The National Eye Institute (NEI), National Institutes of Health (NIH) is seeking software maintenance and technical support services for NextGen software products. The selected contractor will provide support services including software updates, telephone technical support, and troubleshooting. The contractor must be the original equipment manufacturer (OEM) of the NextGen software products, as only the OEM possesses the necessary proprietary technical knowledge and intellectual property rights. The contract will be a firm fixed price purchase order, with a period of performance of 12 months. The contractor will be required to provide support services, including emergency support, and will be paid a monthly fixed price for the services.
• The contractor must provide software updates and technical support for the NextGen software products.
• The contractor must provide emergency support services during the term of the contract.
• The contractor must document support within the NextGen Support community system.
• The contractor must provide unlimited clinical technical telephone support.
• The contractor must adhere to the response time objectives based on case priority.