The Offeror shall provide a “CCS System Priority Protection Plan” within five (5) days of contract award. The period of performance of the support plan shall be 1 year from date of award, followed by four 1-year options. This award is for a Service Agreement for system diagnostics and restoration, as well as biannual preventative mainenance and periodic courtesy visits. Service calls covered under this plan shall be assigned priority over all non-contract clients. The frequency of preventative maintenance (PM) service shall be semiannual. Preventative maintenance shall include complete system service, maintenance, and restoration of settings to original installation. The CCS System Priority Protection Plan shall include unlimited telephone support. Service request calls will receive a response within four business hours. Business hours for telephone support shall be 8:00 am until 5:00 pm Eastern Time, Monday through Friday. Service calls requiring on-site action (i.e. CCS technicians physically present in Building 1607 at Hanscom Air Force Base) will receive a response within eight business hours. Below is the CLIN structure and period of performance:
Base Period
CLIN 0001: 1-year Service Agreement for system diagnostics and restoration, as well as biannual preventative maintenance and periodic courtesy visits
Option Period One
Option CLIN 1001: 1-year Service Agreement for system diagnostics and restoration, as well as biannual preventative maintenance and periodic courtesy visits
Option Period Two
Option CLIN 2001: 1-year Service Agreement for system diagnostics and restoration, as well as biannual preventative maintenance and periodic courtesy visits
Option Period Three
Option CLIN 3001: 1-year Service Agreement for system diagnostics and restoration, as well as biannual preventative maintenance and periodic courtesy visits
Option Period Four
Option CLIN 4001: 1-year Service Agreement for system diagnostics and restoration, as well as biannual preventative maintenance and periodic courtesy visits
