Attachment J.04 SOP FAA Field Site Requests.pdf

SIR 693KA8-20-R-00008

ATTACHMENT J.4

FAA Field Site Requests for Spare Parts Re-supply and/or Technical/Engineering

Support, Standard Operating Procedure (SOP)

Below is a Standard Operating Procedure (SOP) between the FAA and DC BUS VENDOR Corporation. The SOP details how DC BUS VENDOR Customer Service (CS) Associates should react and provide responsive service to FAA site calls for assistance in the areas of Spare Parts Re-supply and requests for Technical/Engineering Assistance.

FAA—DC BUS VENDOR Corporation Standard Operating Procedure (SOP) for FAA Field Site Requests for Spare Parts Resupply and/or

Technical/Engineering Support

I. FAA OPERATIONAL SITE ATTEMPTS TO ORDER PARTS FOR THEIR

DC BUS UNIT DIRECTLY FROM DC BUS VENDOR’s SUPPORT CENTER.

A. DC BUS VENDOR’s Customer Service (CS) Associate will inform the FAA site caller/customer that both DC BUS VENDOR Corporation and the FAA desire to resolve their request for spare parts resupply in the fastest manner possible.

B. DC BUS VENDOR’s (CS) Associate will inform the FAA customer that FAA policy requires that ALL FAA site requests for DC BUS VENDOR spare parts MUST be submitted through the FAA Logistics & Inventory System (LIS). Part numbers should be used in lieu of NSNs.

C. If, after informing the FAA caller of the FAA policy in B. above and if the FAA caller still requests to order spare parts directly from DC BUS VENDOR—DC BUS VENDOR’s CS Associate will inform the FAA caller that FAA sites who disregard the process above (to use the FAA LIS System exclusively) and directly place a spare part(s) order with DC BUS VENDOR, will be billed directly by DC BUS VENDOR and will be responsible for both the cost of the spare part(s) and the shipping costs. DC BUS VENDOR’s CS Associate will also inform the FAA site that they may not receive the requested spare part(s) as expeditiously as if they had ordered it through LIS (i.e. in accordance with the agreed upon FAA “Priority Shipping“ Schedule.

D. If the FAA site has any questions, please refer them to: Customer Care Center, 1-800- 331-0500

II. FAA SITE REQUESTS TECHNICAL SUPPORT DIRECTLY FROM THE DC

BUS VENDOR SUPPORT CENTER.

A. DC BUS VENDOR’s Customer Service (CS) Associate will inform the FAA site caller/customer that both DC BUS VENDOR Corporation and the FAA desire to resolve their request for technical support in the fastest manner possible.

B. DC BUS VENDOR’s (CS) Associate will inform the FAA customer that FAA policy requires that ALL FAA site requests for DC BUS VENDOR technical support MUST be submitted through the normal technical support process (i.e., FAA SMO, Region, and Power Services Office Operations Engineering Branch).

C. If, after informing the FAA caller of the FAA policy in B. above and if the FAA caller still requests technical support directly from DC BUS VENDOR—DC BUS VENDOR’s CS Associate will inform the FAA caller that FAA sites who disregard the normal process for technical support and directly request technical support from the DC BUS VENDOR, will be billed directly by the DC BUS VENDOR.

D. Upon completion of the above phone call, DC BUS VENDOR’s CS Associate will telephone the National Air Space Power Services Office Operations Engineering Branch), using the telephone numbers provided BELOW, and report that an FAA site has requested assistance and the information contained in the 3 lines below:

1. FAA Site location, date and time the FAA site called DC BUS VENDOR

2. Name of FAA Caller/Point of Contact (POC)

3. FAA POC Telephone number

a) Call (405) 954-4635 (Secretary) and ask to speak with an Engineer supporting DC BUS Vendor equipment or if unavailable, leave a message with the information contained in 1,2 and 3 of D.

E. If the FAA site has any questions, please refer them to: The Power Services Office

Operations Engineering Support at 405-954-4635.

III. FAA POWER SERVICE OFFICE REQUESTS TECHNICAL SUPPORT

DIRECTLY FROM THE DC BUS VENDOR SUPPORT CENTER.

A. Tech Support Phone Calls.

1. The DC BUS Vendor’s technical experts (key personnel) must be available to provide technical support on DC BUS Vendor equipment technical issues via telephone during normal business hours (8:00 AM to 5:00 PM Eastern Standard/Daylight time, Monday through Friday.

2. The DC BUS Vendor must utilize voicemail, an answering machine to receive technical support phone calls when technical experts are not available to take calls.

3. The DC BUS Vendor’s technical expert must respond to a technical support call left with the answering machine within 8 normal business hours from the time that the call was received at the DC BUS Vendor’s office.

B. Tech Support E-mail or Fax

1. The DC BUS Vendor’s technical experts must be available to provide technical support via e-mail or fax during normal business hours (8:00 AM to 5:00 PM Eastern Standard/Daylight time, Monday through Friday including 1 hour for lunch).

2. The DC BUS Vendor must respond to technical inquiries received via e-mail or fax within 8 normal business hours of receiving the e-mail or fax at the DC BUS Vendor’s office.

C. Technical Support Log

The DC BUS Vendor must keep a log of all technical support calls/inquiries and within 7 calendar days upon request, provide an electronic report to the COTR.

D. On-site Technical Support (i.e., support on location at a facility with SQ D Equipment)

1. Priority Technical Support

a) The DC BUS Vendor’s technical expert must be on site within 24 hours of receiving a priority support request.

b) The technical expert must be capable of providing the appropriate expertise necessary to support restoration of equipment.

c) The technical expert must work on site until equipment is restored to an acceptable service level.

d) The technical expert must be available to support work at night as necessary to meet facility managements risk mitigation requirements.

e) A trip report must be delivered, within seven calendar days after leaving the site or as directed by the COR.

2. Technical Support

a) The technical expert must be on site at a mutually agreed upon date as necessary to provide technical support.

b) The technical expert must be capable of providing the appropriate expertise necessary to support restoration of equipment.

c) The technical expert must work on site until equipment is restored to an acceptable service level.

d) The technical expert must be available to support work at night as necessary to meet facility managements risk mitigation requirements.

e) A trip report must be delivered, within seven calendar days after leaving the site or as directed by the COR.

END OF FAA – VENDOR SOP

END OF FAA – VENDOR SOP