Statement of Work ASISTOSoftwareMaintAgreement 2026

STATEMENT OF WORK

Yearly Software Maintenance Agreement for CC/PET’s ASIS.TO Laboratory Informatics Management System (LIMS)

PET Department
Clinical Center
National Institutes of Health
Bethesda, MD 20892
Background
The PET department is slowly transitioning from its paper records/excel spreadsheets to an all-in-one Laboratory Informatics Management System (LIMS) that was custom developed by ArgonSoft. The software, named ASIS.TO, has been installed on NIH servers (see POTS order 23-009191). CC/PET needs to establish a 12 month service maintenance agreement for ASIS,TO involving phone and web-based technical support. The SMA will allow for updates to software and will provide CC/PET staff with gold-level support (200 hours) in case of problems with the LIMS. The proposed period of performance is 1/1/26 to 12/31/26.

Purpose
This request is for purchase of a software maintenance agreement between ArrgonSoft and CC/PET. Coverage (phone support/web support and software updates) involves:

a 12-month long gold system support service contract from ArgonSoft. The services are provided remotely, using electronic communication channels (Online HelpDesk, e-mail, phone, video chat). The online Help Desk system (primary communication channel) can be accessed at: https://argonsoft.atlassian.net/servicedesk/customer/portal/8 The customer must provide remote access to the IT environment where ASIS.TO is installed on, for the ArgonSoft support team if necessary. If the Customer requests on-site support, travel and other on-site costs are charged extra. The 1-year gold system support package includes following services: Address bug reports to ArgonSoft HelpDesk
3 urgent incident escalation possibility / year with premium priority handling

Incidents are handled with the highest priority by a dedicated support team. ArgonSoft support team responds to incidents ASAP, at least within 2 workdays and provides the solution ASAP. Receive regular bugfix packages

Address question and request remote consultancy from ArgonSoft experts in following topics up to 200 man-hours / year: Consultancy and advisory services on the use of the system, Consultancy and advisory services on configuration of the system and defining new workflows / processes Performance qualification (PQ) support
Professional support of the internal (i.e. validation) processes on Customer’s side, Participation in the training of new employees.
System customization, EQonn plugin modifications using up to 50% (100 man-hours) from the entire consultancy frame (200 man-hours).