2_Service Requirements Titan reduced POP.doc

SERVICE REQUIREMENTS

REDUCED POP 05/26/2023-03/27/2024

1) BACKGROUND INFORMATION

The Rocky Mountain Laboratories, RTS EM Unit, provides support to all of the NIAID intramural RML and Bethesda area labs using various microscopy methods. The RTS requires preventive service agreements on the Thermo Fisher Scientific 300kVTitan Krios, Falcon-3EC, Phase Plate, X-FEG unit 300kV, and Orius SC200D Camera. The EM Unit requires a service plan for this Thermo Fisher Scientific microscope and accessories located in the EM lab. Due to heavy usage, the systems must be calibrated and serviced periodically. In addition, they must be repaired quickly when failures occur. It is essential that the systems be restored to full operation as soon as possible. The plan must include all unlimited parts, unlimited labor, and travel necessary for remedial repair. It must also provide 4-hour targeted telephone support, telephone access to technical support, and a priority repair service response time of 48 hours.

The FEI Titan Krios, Falcon-3EC, Phase Plate Titan, X-FEG unit 300kV, and Orius SC200D Camera are used on a daily basis, and if they were put out of action due to lack of maintenance or mechanical failure, the ability of the investigators in the DIR to conduct their research would be severely handicapped. It is for this reason that a service agreement is essential.

2) PURPOSE AND OBJECTIVES OF THE ACQUISITION

The purpose of this acquisition is to provide a service agreement for the above-referenced equipment to maintain it in optimal operating condition.

3) CONTRACTOR REQUIREMENTS:

· Minimum Requirements:

· Full coverage for OEM replacement parts, labor, and travel. Coverage includes all fees associated with repairs (labor and replacement parts) for any service or repairs performed.

· Priority scheduling and onsite response for all repairs during the period of performance. Priority is defined as giving priority scheduling equal to a direct contract and guaranteeing the equivalent manufacturer’s priority onsite response. service provider, the priority scheduling and/or response time, must be listed on your quote.

· OEM Trained Certified Technician must be available during normal business hours. Documentation of OEM trained technicians required.

· One (1) Preventive Maintenance Inspections to be performed during a twelve-month period including one (1) PM kit

· 48-hour targeted response time for onsite applications support (troubleshooting and repairs)

· 48-hour targeted response time for all emergency repairs and all on site visits

· Instrument control software and hardware proprietary updates (can occur during scheduled preventative maintenance visits, unless critical for operation of instrument) software and firmware updates upon request, and in conjunction with a scheduled Preventive Maintenance or Corrective Maintenance visit, including software revisions. Provide End User License Agreement (EULA) if applicable

· Unlimited service visits during normal business days hours, excluding Federal holidays

· Unlimited telephone support for instruments and applications and Remote Technical Support during business hours

· List response time (Hours or Days) in the request for on-site emergency service (Monday through Friday, excluding holidays

4) CONTRACTOR SUPPLIED MATERIALS

The Contractor shall provide all necessary parts and equipment necessary to perform remedial repair and planned maintenance of the above equipment.

5) GOVERNMENT FURNISHED MATERIALS

No Government-furnished materials are provided under this contract.

6) REPORTING REQUIREMENTS AND DELIVERABLES

Technical support, remedial repair as needed, one annual planned maintenance (PM), and reporting document of service after PM and repairs are completed.

7) INSPECTION AND ACCEPTANCE

a) All work will be inspected and approved by Scientific Staff, Electron Microscopy Section, RTB at the completion of any repairs, and at the completion of the annual maintenance.

b) All work will be completed in accordance with industry standards by FEI certified technicians.