A qualified vendor is sought to provide renewal of iCAD software licensing and comprehensive technical call center support services for a one-year period in West Virginia. The iCAD software is utilized for generating diagnostic markings on 2D and 3D mammography images, aiding radiologists with image analysis, diagnosis, and patient care planning. This contract is exclusively for software support, as the system is currently hosted on an owned server with no hardware components included.

The selected contractor will deliver call center technical support available from 8am to 6pm EST, excluding holidays. Support services encompass license renewals, assistance with connectivity, CAD workflow, and CAD integration, as well as addressing questions about image quality. The contractor will also provide support to technologists on understanding CAD marking logic and troubleshooting CAD performance across various viewers and review workstations. Remote diagnostics and access services are required to ensure prompt issue resolution.

Additionally, the contractor will be responsible for performing software updates and patches, in alignment with the discretion of Biomedical Engineering and the manufacturer's specifications. Following any service activities, the contractor must supply detailed service reports—including equipment identification, a summary of services rendered, detected issues, and technician details—within five business days.