Cellavision Service and Maintenance

The vendor must be able to provide emergency equipment repair and preventative maintenance on the digital morphology system to include:

1. A technical assistance center must be available by telephone: 24 hours per day with a maximum call back response time of 2 hours.

2. Equipment repair service that cannot be completed through telephone assistance will require on-site repair by qualified personnel supplied by the contractor. On-site repairs will be conducted during business hours, Monday – Friday, 0800-1700. Certain circumstances may dictate the need for repair service to be conducted outside routine business hours. All such arrangements will be coordinated between the contractor and VA laboratory personnel.

3. Equipment response time will be no more than 24 hours for all locations.

4. Each notification for an emergency repair service call will be treated as a separate and new service call.

5. Preventative maintenance calls per year as required by vendor.

6. A malfunction incident report shall be furnished to the installed site upon completion of the repair call. The report shall include, as a minimum, the following:

i. Date and time notified ii. Date and time or arrival iii. Serial number, type and model number of equipment iv. Time spent for repair, and v. Proof of repair that includes documentation of sample run of quality control verifying acceptable performance.