Description
The Department of Veterans Affairs (VA) is seeking sources to provide annual software maintenance and support for a single perpetual license of the brand name eGain Enterprise Knowledge Management (KM) software. The existing Enterprise KM software license includes unlimited agent license for eGain Knowledge Agents, unlimited sessions for the external facing portal hits through eGain Web Self Service, and unlimited access through Application Program Interfaces for Customer Chat deflection and the Inquiry Routing and Information System Widgets. The VA is looking for qualified vendors who can meet the requirements for brand name eGain annual software maintenance and support.
Some key points to consider:
* The VA uses its eGain software license in a Software as a Service (SaaS) environment that requires renewed compliance with the Health Insurance Portability and Accountability Act (HIPAA) and payment card industry (PCI) security requirements.
* The SaaS environment shall be Federal Risk and Authorization Management Program (FedRAMP) compliant.
* The Contractor shall provide eGain Premier Support which includes troubleshooting support for end-to-end system problems.
* The Contractor shall provide progress or metric reports as needed and requested by the Contracting Officer Representative.
* The VA has established minimum mandatory security requirements and requires that any network connected software system or service must meet the VA Critical Security Controls.
* The Contractor shall comply with the Federal Information Security Management Act (FISMA) and FedRAMP requirements.
* The Contractor shall provide documentation detailing the patch management, vulnerability management, mitigation and update processes prior to the connection of electronic devices, assets or equipment to VA’s assets.