GE Imaging Equipment Service Contract SOW v2.docx

STATEMENT OF WORK

GE IMAGING EQUIPMENT MAINTENANCE SERVICE CONTRACT

1) SCOPE: The Contractor shall provide maintenance on specific GE Systems imaging equipment at VISN 23 facilities listed below in accordance with the attached equipment list. (Appendix 1 GE Modality Coverage Selection).

2) CONTRACT PERIOD: Contract period shall be one year from January 1, 2026 through December 31, 2026. The contract will also contain the provision for 1 annual renewal option year.

3) QUALIFICATIONS: The contractor must have at least one field service representative available at all times that is located within 5 hours of each medical center located in VISN 23 (i.e. Iowa, Nebraska, Minnesota, North Dakota and South Dakota) that has been trained by the Original Equipment Manufacturer (OEM) on the specific model of equipment he/she is being asked to work on. The contractor must provide, upon request, documentation of factory certified service/maintenance training on the specific equipment under the terms of this contract. All parts used shall be OEM parts only. Reverse engineered and/or refurbished parts shall not be utilized under the terms of this contract without explicit permission, in writing, from the Contracting Officer. Subcontracting of any ensuing award of this solicitation will not be allowed without written permission of the Contracting Officer.

4) SERVICES TO BE PROVIDED:

Please reference Appendix 1 for a list of equipment and desired service coverage levels. Coverage shall be provided in accordance with the level of service indicated within Appendix 1 at the time of order award. The Contractor must meet the requirements listed in Appendix 1 as well as the requirements listed below.

a) General:

i) For the equipment listed in Appendix 1, the Contractor will provide the necessary manpower and supervision to execute maintenance of the equipment in accordance with OEM recommendations.

ii) A “Field Service Report” (FSR) must be generated and a copy given to respective VISN 23 Biomedical Engineering point of contact at each facility (Appendix 2) or designee after each episode of scheduled and unscheduled maintenance.

b) Maintenance:

i) A variety of service options will be available for the equipment listed in Appendix 1. In addition, the following service menu options will be made available:

(1) Tube and Detector Coverage – On-site troubleshooting, repair, and replacement of tubes and detectors.

(2) Extended Labor and Preventive Maintenance Hours – Extended hours and days beyond Monday-Friday: 8am – 5pm (respective to each facility’s time zone).

(3) Response Time – The contractor will detail standard response times (both by phone and on-site) associated with service coverage levels and the options available.

(4) Parts Delivery Speed – The contractor will detail standard parts delivery speed associated with service coverage levels and the options available.

(5) Uptime Guarantees – The contractor will detail uptime guarantees associated with full service coverage options including the algorithm for calculating uptime.

(6) Workstation Coverage – On-site troubleshooting, repair, and replacement of parts for the workstations associated with imaging systems as applicable in Appendix 1.

(7) Phone Technical Support – The contractor will make OEM trained personnel available to VA employees for remote assistance with troubleshooting equipment problems. This support will be available 24x7.

(8) Through troubleshooting efforts, the Contractor may identify clinical processes that are contributing to or causing the reported problem. In these situations, the Contractor will resolve the issue through provision of an applications specialist that will advise the clinical staff in revising processes/protocols. This applications specialist will have at least 10 years of clinical experience working with the involved modality and will have applications training provided by the OEM.

ii) The Contractor will specify the escalation procedures for situations in which the first responder is unable to resolve the equipment problem within a reasonable amount of time. Specifications will include a description of timelines between escalation steps and a description of the additional resources and activities that occur at each escalation step.

iii) Preventive Maintenance will be performed by the contractor at the intervals that are in accordance with the manufacturer’s recommendations, but no less than annually.

iv) The contractor will furnish any required “PM kits” needed to perform Preventive Maintenance.

v) The contractor will have the following remote capabilities:

(1) Remote Desktop – The contractor shall troubleshoot issues real-time through shared access of consoles.

(2) Remote Software Updates – Provided and installed remotely upon release from OEM.

(3) Remote Support System – The contractor shall remotely monitor parameters of the medical equipment and monitor, report, and correct any deviations in system performance.

(4) Remote Education & Expertise – The contractor shall deliver clinical and technical expertise for education and assistance for troubleshooting.

(5) Security – The contractor shall meet all government requirements regarding remote data connectivity.

vi) Work will be performed in accordance with OSHA standards including lock-out/tag-out procedures.

c) Documentation: A documentation package acceptable for Joint Commission purposes will be maintained by the contractor and made available to each medical center in VISN 23. Required features include, at a minimum:

i) Serial Number of equipment serviced.

ii) Unique call or ticket number for each service event.

iii) Time of service request.

iv) Date/Time of onsite response.

v) Date/Time Contractor left site.

vi) Date/Time of Equipment resolution.

vii) All parts used including part number and description.

viii) Any and all work performed on a particular date.

ix) Preventive Maintenance – The contractor will perform PM according to manufacturer’s specifications. The contractor will have written procedures to be followed and documented evidence that each piece of equipment has been inspected according to those procedures.

d) New Equipment: Equipment may be added or deleted from the service contract as needed upon notification by the Contracting Officer (to be documented in writing via contract amendment). Deleted equipment will be credited in the full amount if deleted before any scheduled maintenance has been performed on it.

e) Changes in Service: Equipment coverage levels may be changed (increased or decreased) as needed upon notification by the Contracting Officer (to be documented in writing via contract modification). Altered coverage levels will be credited in the full amount if altered before any scheduled maintenance has been performed.

5) SPECIAL INSTRUCTIONS:

a) Contractor Check-In: The contractor’s representative will contact the facilities Biomedical Engineering point of contact as listed in Appendix 2, to schedule and check-in prior to performing maintenance services at the respective facilities.

b) Documentation: At the conclusion of each maintenance visit, the contractor will provide a written service report indicating the date of service, the model, serial number, and location of equipment serviced; the name of the representative, and the services performed and parts replaced. The reports will be delivered to Biomedical Engineering Department.

6) TERMS AND CONDITIONS:

a) User Responsibility: The contractor will not be held responsible under the terms of this contract for repairs to equipment necessitated by user abuse and/or misuse of equipment.

b) Exclusions: Service does not include electrical work external to the equipment. Any external electrical work required will be completed by VA Biomedical Engineering.