Notice ID: 36C10B24Q0464
- Contract Award Date: Jun 24, 2024
- Contract Award Number: NNG15SD27B36C10B24F0188
- Task/Delivery Order Number:
- Contractor Awarded Unique Entity ID: J4KHM5JY79E3
- Contractor Awarded Name: V3GATE, LLC
- Contractor Awarded Address: COLORADO SPRINGS, CO 80921-3798
- Base and All Options Value (Total Contract Value): $6,382,421.80
The proposed action is for a firm-fixed price delivery order (DO) issued under the National Aeronautics and Space Administration (NASA) Solution for Enterprise-Wide Procurement (SEWP) V Government wide Acquisition Contract (GWAC) for the renewal of software maintenance and technical support for a single perpetual license of the brand name eGain Enterprise Knowledge Management (KM) software…
The required software maintenance support shall include the same periodic version upgrades, updates, enhancements, and corrections to the KM software that are offered commercially. The technical support shall include the same enhanced self-help and search capabilities that are available commercially for the KM software…
In addition to the maintenance and technical support that is included with the Enterprise KM SaaS, VA also requires Professional Support, eGain Premier Support, and eGain User Guided Help. eGain Professional support shall be provided 24 hours per day, seven (7) days per week, and 365 days per year (24/7/365) and shall include live technical support over phone and email, incident management, and issue analysis and resolution. In the event of latency issues with the KM application due to issues with the software outside of normal business hours, eGain will provide live technical support and analysis to solve any issues. Professional support is over and above the standard technical support that is provided as part of the annual maintenance and support subscription…
Market research was conducted, details of which are in Section 8 of this justification. This effort did not yield any additional sources that can meet the Government’s requirements. It was determined, however, that limited competition is viable among authorized resellers for brand name eGain products and the associated software maintenance and technical support.
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