Specifications include, but are not limited to: 1. Maintenance and repair services for all instruments, their components, and their peripherals (excluding computer hardware and printers) including but not limited to those listed on the attached Offer Sheet. 2. Telephone or email responses within four (4) hours of the initial notification of the need for service to acknowledge receipt of the request. 3. Unlimited toll-free telephone support to isolate and resolve hardware and software problems or to determine the need for on-site repair. The decision to elevate to a service order must be made within one (1) business day of initial call for service. 4. Unlimited on-site repair services to begin within three (3) business days from the time of call for service was initiated. All labor, travel costs and telephone assistance costs, and original equipment manufacturer (OEM) service parts, including consumable parts and supplies required for repair, are included and are the sole responsibility of the vendor. 5. Maintenance and repair services between the hours of 8:30 AM and 4:00 PM, Monday through Friday. Agency approval will be required beyond these hours both to start or complete service. Emergency repairs must occur at a mutually agreeable time that has been confirmed by the contact person for the repair. 6. Arrival on-site with OEM parts that will most likely be required to complete the instrument repair based on description of issue and/or telephonic or online troubleshooting. 7. Timely access to OEM parts that are determined necessary for repairs. Any replacement parts shall be previously unused. The use of Factory refurbished, or original vendor refurbished parts may be used in certain cases with state approval. This approval must be sought from the State Agency contact for each instance a refurbished part is to be used. 8. Completion of repair within five (5) business days of the start of on-site work. This includes the time needed to access OEM parts which are not on hand. If unable to do so, the vendor shall escalate the repair to an OEM engineer to complete the repair or shall offer explanation to and obtain permission from the state in writing to continue working on the repair themselves if vendor is not the OEM. 9. Original Equipment Manufacturer (OEM) recommended non-billable software, hardware and documentation for updates and new releases, to include training (not required for equipment deemed “End of Life” by OEM) to be installed by vendor. 10. Immediate notification of all recommended critical software issues and patches.
