The Contractor is responsible for delivering maintenance and support to ensure the continuous optimal performance of the Equipment, Software, and SCADA System throughout the duration of the Contract. The Town estimates the annual number of on-site service hours as follows: a. Standard Service (Monday to Friday, 7:00 AM to 3:30 PM): 220 hours b. After-Hours Service Call (Monday to Friday, before 7:00 AM or after 3:30 PM): 50 hours c. Holiday and Weekend Service Call: 16 hours The Contractor must be available 24/7, 365 days a year, to address any malfunctions. The scope of work includes, but is not limited to, the following tasks: on-site maintenance at any location, the option to provide services electronically, as deemed reasonable and customary, after-hours on-site service, integration, consulting, Programmable Logic controller programming and controls integration into SCADA systems, master meter calibrations, SCADA System installation services, preparing reports, conducting investigations, making recommendations. While no specific quantity of work is guaranteed, the Town has budgeted approximately $90,000 per year for professional services across the following categories: 1. Technical Support: Address issues with SCADA, PLC, instrumentation equipment, and software. Emergencies require response time to request for service within 2 hours through phone and/or remote access support and, as required, physical response to the site within 4 hours during normal business hours and 12 hours (24/7) for after-hours, holidays, and weekends from receipt of notification. The SCADA System Technician's responsibilities include, but are not limited to, the following: a. Conducting hardware checks and programming or modifying operator interface software. b. Troubleshooting any malfunctions and performing system backups and documentation. c. Training Town personnel on system operation and troubleshooting techniques. d. Enhancing system operations and providing maintenance support. e. Ensuring the SCADA system functions optimally, adhering strictly to all maintenance instructions and schedules provided by the Original Equipment Manufacturer (OEM) for daily, monthly, quarterly, and annual maintenance. f. Advise and assist with cybersecurity measures, including preparedness, response, recovery, reporting, and keeping the SCADA system up to date with the latest anti-virus software. 2. Hardware Supply and Replacement:...
