Description
Background: VA VISN 9 is a long-standing customer of Cleo Communications, utilizing the Cleo Streem Secure Network Fax and Messaging Solution. As a strategic business partner of the U.S. Department of Veterans Affairs, Cleo Communications provides the latest in communications technology to provide a high value solution and state of the art communications capabilities. These capabilities provide substantial improvements in automating mission-critical workflows, leading to improved customer service, higher quality workflow, and greater employee satisfaction. The Cleo Streem solution provides secure network fax capabilities and electronic faxing to automate workflow and provides security of fax information for regulatory compliance. As a standard solution at many VA facilities, the Cleo Streem Communications Server can be seamlessly integrated with Multi-Function Devices as an alternative to analog faxing. This feature eliminates the need for analog phone lines and modems in the devices. The Cleo Streem solution provides the ability to securely fax documents directly from and to the desktop, eliminating paper and consumables and greatly improving VISN 9 productivity using this mission-critical solution. In addition to the secure faxing capabilities listed above, the Streem solution also provides comprehensive messaging capabilities to send phone, fax, email and text messages as well. These additional capabilities are used extensively at various VA Medical Center customers for many purposes, including automated appointment reminder calls, automated patient survey calls, automated event notification calls, Women s Health event notifications, Immunization Event reminder calls and many more. VA VISN 9 has utilized a customized, secure network fax and messaging solution from Cleo Streem Communications since 2007. This fully integrated, automated workflow solution is a customized solution for the US Department of Veterans Affairs and has proven to be an invaluable in VISN 9 s daily mission to support the delivery of patient care to our nation s veterans. The Cleo Streem solution provides substantial cost saving and capabilities that help to improve patient care and is a mission critical component of the VISN 9 infrastructure. The existing Cleo Streem contract VA118-17-F-2362, was a Base Year plus 2 Option Year contract and is set to expire on 09/30/2020. VISN 9 is interested in establishing an additional one-year contract as an add-on to their existing Streem infrastructure. The new contract will be a direct GSA contract between VISN 9 and Cleo Streem for a Base Year to support the Cleo Streem equipment at each of the following locations thru normal end of life which will be 09/30/2021: Lexington VA Medical Center - 24 Port Streem Center System Robley Rex Louisville VA Medical Center - 24 Port Streem Center System Mountain Home VA Medical Center - 24 Port Streem Center System Memphis VA Medical Center - 24 Port Streem Center System Tennessee Valley Health Care System 48 Port Streem Center System Objectives and Requirements Based on conversations with VISN 9, several objectives were identified for this project: Cleo Streem System Health Check All of the Streem Center Systems listed above will include Cleo Streem Technical Services for a system health-check as well as on-going maintenance and support coverage for the resulting Base Year Only contract. Scope: The following describes the scope of this SOW. Hardware Customer to supply Virtual Server with Windows Server 2016 R2 Operating System upon which the Streem software will be installed. Customer to supply MS SQL Server Standard database and MS O365 license for use with the Streem system. Customer to supply required Digital Telco Connection via either T1/PRI or T.38/SIP connection (see Configuration and Pricing Section Below for Details). Software Cleo will supply Streem Center Server existing software, Digital Communications existing software, and Secure File Transfer Server software (VL Trader) (see Configuration and Pricing Section Below for Details). Services Cleo will provide technical services, project management services and training services to enable the solution contained in this proposal (see Configuration and Pricing Section Below for Details). Services Agreement: Cleo has performed due diligence to determine scope of engagement and has put forth this SOW for the implementation described herein. The services described herein will be charged at a fixed rate. In the event Cleo sees any factors that would affect the effort anticipated to complete the designated phases specified, Cleo will immediately notify Customer. Cleo Responsibilities: Create an Architecture Diagram Provide Pre-Install Checklist Provide Streem Data Gathering Template Provide Installation Plan for Technology Refresh Install and configure Cleo Streem Secure Communications Server Solution including: Cleo Streem Server (if applicable) Cleo Secure File Transfer Server (if applicable) Cleo Secure File Sharing Server (if applicable) Cleo Streem Desktop Faxing: Email to Fax Functionality (if applicable) Streem Print to Fax Client Software Functionality (if applicable) Cleo Streem Alert / Notify Application Module: Voice, Fax, Email and Text Messaging Text to Speech Server Functionality (if applicable) Configure and Test Migrate any Existing Streem workflows from existing Streem system to new Streem system Test Cleo Streem System servers: Send an Outbound Fax to: Test outbound faxing over customer supplied digital telco connection Receive an Incoming Fax to Cleo Streem Server: Test Inbound Faxing over customer supplied digital telco connection Test Install Cleo Streem Server Connectivity: Send an Outbound Fax via Streem Print client and Email integration to: Local Fax Number Long Distance Fax Number Toll Free Fax Number Receive an Incoming Fax to Cleo Streem Server: Send to Email Send to Network Share Folder Send to Printer Send Notifications: Fax Broadcast Voice Broadcast Text Message Broadcast Email Broadcast Provide Streem Print package for Enterprise deployment Install and Configure 10 Streem Print Desktop Clients: Assist with the testing of sending a fax Set up Monitoring of Streem Server: Telco Monitoring Window Services Monitoring User Acceptance Testing: Send 100 Outbound Fax jobs to Cleo Streem Server using Streem Print or Outlook Receive 100 Inbound Fax jobs to Cleo Streem Server using Streem Fax to Network Folder Implementation Deliverables: Architecture Diagram Pre-Checklist Streem Data Gathering Template Installation and Configuration Document Training Material: Cleo Streem System Administration Guide Cleo Streem Fax User Guide Cleo Streem Notify User Guide System Administrator Training: Remote- based System Administrator Training following installation and testing Server Administration Training: Streem Center Component and Services Overview Streem Desktop Faxing: Streem Print Faxing Client Email Client (Outlook) Multifunction Device Integration (if Applicable): EIP Client Deployment Network Server Fax Enablement Scan to Email Enablement Adding MFD as Printer Monitoring and Basic Troubleshooting: Windows Service Dependencies Location of Log Files Event Monitoring Application Contacting Support Customizing Cover Sheet and Setup: Creating a User, Department or Company Cover Page Storage of Cover Sheets Web Interface Administration Training (provided same time as server admin training): Configuration and Management of Inbound Fax numbers Setting up Companies and Departments Overview of Roles and Permissions Adding and Maintaining Users Configuring and updating default system settings Remote End User Training (If Applicable): Streem Desktop Faxing: How to send a fax via desktop client How to send a fax via email client How to setup a coversheet How to setup address book in desktop client Streem Notify Basic End User Training: How to send a basic phone broadcast How to send a basic text message How to send a broadcast email message Review the 5 Step Launch and Express Launch Methods How to create a contact How to create a group contact list: Manual Entry Import using CSV Template Streem Notify Advanced End User Training: How to manage contact lists How to setup and use the Survey function of Streem Notify How to create and manage Message Templates How to record voice prompts Streem Notify User Administration Training: Understanding the User Manager Menu Understanding Streem Notify Security Understanding the User/Security/System/Sub-Menu Reporting Customer Responsibilities: Identify and provide contact information for: Business Sponsor Project Manager Personnel who will administer Cleo Streem software Complete current configuration and provide completed pre-install checklist Complete the Data Gathering Templates: Inbound Fax numbers Inbound Fax Desired Destinations including Print Device, Email Address and/or Network File Share Users Provide Digital Telco Connection: T38/SIP Connection with minimum of 24 channels Customer will install and test the connection Consult with your Cleo Streem technical resource if different from above Provide Network Connection: Firewall Access (port information provided in the pre-requisite checklist) Anti-virus Exclusions Provide inbound and outbound relay from SMTP server. Provide dedicated fax number and contact information for monitoring. Assist with User Acceptance Testing. Customer is responsible for providing Cleo with reasonable access to facilities, technical systems including, where applicable, software, computer equipment, and network or telecom equipment. Access may be granted either remote or onsite. The project manager and other key customer contacts/administrators will be available and accessible to the professional services consultant during the project duration to assist any aspect of delivering the services . Customer is responsible for Backup software and Windows updates. Shipping / Delivery: The purchased components will be shipped/delivered within 30 days of receipt of the purchase order, unless otherwise specified by the Customer. Delivered items do not constitute implementation or installation. Delivery charges are included within the cost of the ordered components. Expedited shipping is available at an additional cost. Travel: Travel expenses for On-site Services are included with the cost of the ordered components. Travel includes round-trip travel from Cleo headquarters and lodging to support the agreed upon period of time for Cleo personnel to be on-site at customer location. Should Cleo personnel be required to remain onsite for an additional period of time, plus additional travel expenses will be billed to the Customer. Travel plans should be made at least two weeks in advance of departure unless otherwise agreed to in writing. Delays: Customer and Cleo agree to schedule installation within 30 days of delivery of the Cleo Streem ordered components. A project put on hold, or delays in the implementation of specific applications, will be rescheduled based upon the availability of Cleo personnel and other required resources, and may be subject to additional costs. Implementation: Cleo Implementation services are designed to guide customers through the install and implementation process. After purchase, and prior to installation, a Project Coordinator will provide technical forms to be completed by the customer in order to develop the implementation plan and schedule an implementation meeting within two weeks from system shipment. Pre-installation materials (which may include system disks, quick start guides, and other technical documents) will be shipped or sent electronically to the customer. During the implementation meeting, Cleo will work with the customer to ensure that the project scope meets all requirements. Should changes to the scope be required, additional costs may be uncovered and will be mutually agreed upon. A revised or additional quote will be provided for approval prior to moving forward with any added requirements or costs. An installation will be scheduled upon completion and acceptance of the implementation plan. It is understood by the customer and Cleo that the schedule and deliverables are based upon shared information believed to be complete and accurate. Should this information prove to be incomplete or inaccurate, the parties will negotiate in good faith to make appropriate changes accordingly. Configuration and Pricing: Cleo Communications Streem Server Solution for Secure Network Fax and Messaging 24 Port Production Virtual Server System Customer Supplied Components: VISN 9 to supply required Virtual Servers as specified below: Virtual Server (Quantity 1 Required) Minimum Configuration Requirements for Virtual Server (VMWare or Windows Hyper V): CPU 4 Virtual Processors Memory 16.0 GB or Greater Hard Drive 300 GB (600 GB Recommended) NIC Single 1 GB Operating System (Microsoft Windows Server 2012 - 64-bit (or Greater) Connection to VISN 9 MS SQL Server Standard 2012 64-bit (or Greater) VISN 9 to supply required digital telco connectivity for each location with a total capacity of 24 channels required: Connection to VISN 9 existing telco via either T1/PRI or T.38/SIP Connection. Internal Project Management to coordinate the deployment and help to facilitate user adoption, roll-out and training. Cleo Supplied Components (per Each of Four (5) VA Medical Center Locations): Digital Voice/Fax Software (Existing 24 Port Production License and 48 Port Production License for TVH) Streem Center Server Software (Existing 24 Port Production License and 48 Port Production License for TVH) Streem Secure File Transfer Server Software VL Trader with FIPS Encryption Libraries (Existing License) Streem Existing Application Modules Including: Streem Connect MFD Integration Module for Hard Copy Faxing (Note: Licensed for Unlimited Number of Devices Utilizing Xerox Server Fax Enablement or EIP Module) (Note: Licensed for Unlimited Number of Devices Utilizing Scan to Email or AutoStore Integration) Streem Fax Desktop Faxing Application (Note: Includes Streem Print to Fax Client Software and Email Integration Module) (Note: Licensed for Unlimited Number of Users) (Note: Includes Server Based Fax Address Book for Streem Print Client) Streem Flow Fax to Network Folder Streem API Application Programming Interface for Streem Integrated Messaging (CAP Protocol) Streem Alert Broadcast Messaging Application for Voice, Fax, Email and Text Messaging (Note: Includes Automated Voice Survey and Automated Appointment Reminder Modules) (Note: Includes Text to Speech Server Software) Remote Installation, Technical Services and Administrator Training (8 Hours) Remote Project Management (8 Hours) Streem Platinum Plus System Assurance: Streem Software and Software Assurance Proactive Installation of all Updates (as such term is defined in the Agreement) Unlimited Remote Technical Support (for production down scenarios) 24x7 Coverage for Length of Contract Included (Note: Each 24 port Cleo Streem system configured above will support up to 24 simultaneous calls and the 48 port Cleo Streem system at TVH will support up to 48 simultaneous calls. System can be scaled to meet customer requirements.) All prices quoted in this SOW are exclusive of taxes. Customer shall be responsible for payment of the same.