Service Agreement for AB7500 FAST RT-PCR

1.   Background
The need for rapid detection and characterization methods of foodborne pathogens is increasing. As methods are developed and validated, many are platform specific due to the specific performance characteristics of the instruments. The AB7500 FAST Real-Time PCR machines are instruments used to develop and validate methods used for the detection and characterization of foodborne contamination which affects the safety of our nation’s food supply. It is essential that the machines remain calibrated and maintained to ensure the validity of results.

2. Scope
To obtain a service contract for the preventative maintenance and technical support of six (6) AB7500 FAST RT-PCR instrument systems.

Minimum Performance Requirements
The Contractor shall provide assurance planned maintenance service agreement for six (6) AB7500 FAST RT-PCR instrument systems (SN# 275012494, 275013732, 275017175, 275017242,275017248, 275017245) for excellent operational condition.
• Service contract shall provide yearly preventative maintenance.
• Calibration dye kits, reagents, and parts shall be provided.
• The maintenance agreement shall cover Original Equipment Manufacturer (OEM) approved parts, labor, travel and accommodation for the planned maintenance service and remedial service during the contract period.
• (OEM) factory trained and certified (or OEM equivalent compliant) engineers shall respond within one (1) business day for service.
• The planned service shall be delivered for all the system components at the same time to reduce down-time of the system.
• The service shall provide hardware, software and application telephone support during normal business hours.
• Service shall upgrade software to the latest version and cover all software patches.
• The service shall also include prioritized software phone and online support.
• An OEM factory trained and certified (or OEM equivalent compliant) technician shall travel to the place of performance specified below in section 7 to calibrate the machines one time per year. A minimum of two (2) days prior to arrival, the contractor shall contact the PMO Point of Contact (POC) or Technical Point of Contact (TPOC) to schedule an appointment.to visit the system site for any work. At that time, any maintenance needed to keep or bring the machines to fully functional status with adequate calibration results consistent with OEM operating requirements shall be done.
• Shall use only OEM made parts or OEM equivalent certified parts for the service.
• Shall conduct annual software check to ensure that all software is up to date with the latest entitled version.

Task 2 – Technical Support
• Shall provide technical support on the instrument and informatics and remote tele diagnostic feature for troubleshooting for efficient performance if needed.
• Technical support via internet, phone, or in person shall be provided during the contract period.
• Shall provide prioritized software and application telephone support.

Task 3 – Repairs
• Services and repairs shall be provided by OEM factory trained and certified engineers (or OEM equivalent compliant) and use OEM (or OEM equivalent compliant) diagnostic tools for efficient diagnosis and performance.
• Shall provide customer technical phone support during normal business hours.
• Quick response of OEM factory trained and certified engineers (or OEM equivalent compliant) within 2 business days for remedial repair during the contract period.
• Shall cover engineer dispatch charges, travel, labor, accommodation.
• Service shall be provided on regular workdays.
• All workmanship shall be warranted for at least sixty (60) days

Records and Reports
The Vendor shall, commensurate with the completion of each service call , provide the end-user of the equipment with a copy of a field service report/ticket identifying the equipment name, manufacturer, model number, and serial number of the equipment being serviced/repaired and detailing the reason for the service call, a detailed description of the work performed, a list of any reference test instruments or other equipment used to affect the repair or otherwise perform the service, the name(s) and contact information of the technician who performed the repair/service, and for information purposes, the on-site hours expended and parts/components replaced.