Attachment 2 - Service Requirements Summary.pdf

Service Requirements Summary

Stitch and Fold B3000 Booklet Maker and Trimmer

This document provides a high-level summary of the maintenance and repair services required for the Stitch and Fold B3000 Booklet Maker and Trimmer. This summary is provided for informational purposes only. The Performance Work Statement (PWS) governs all contractual requirements.

Equipment

• Stitch and Fold B3000 Booklet Maker and Trimmer

• Serial Number: 23006B3

• Location: 3420 D Avenue, Building 1, Door 5, Tinker AFB, OK 73145

Type of Service Required

The Government requires a full-coverage equipment maintenance agreement consistent with commercial Equipment Maintenance Agreements (EMAs) used for print-finishing equipment.

Scope of Services

The Contractor shall provide comprehensive preventive maintenance and corrective maintenance/repair services, including:

• Preventive maintenance performed in accordance with OEM recommendations

• Corrective maintenance and on-site repairs

• Remote technical support and troubleshooting

• Replacement of defective or worn hardware and software components, as applicable

• Use of new OEM replacement parts, defined as parts manufactured by the Original

Equipment Manufacturer (OEM) or OEM-authorized equivalent parts meeting OEM specifications for form, fit, and function

• Software updates and version upgrades (to the extent supported by existing hardware)

• Basic operator guidance related to proper equipment use and routine troubleshooting

Service Hours

• Monday through Friday, 8:00 AM to 4:00 PM local time

• Excluding Federal holidays (as defined in the PWS)

Response Expectations

• Service requests acknowledged and the Government POC contacted within 30 minutes to 2 business hours

SP7000-26-RFI-1006 Attachment 2 - Service Requirements Summary Page 1 of 3

• Remote diagnostic support initiated as necessary

• On-site response provided within 8 business hours when the issue cannot be resolved remotely

• A telephone call or voicemail alone does not constitute an acceptable service response

Repairs and Downtime Standards

• Minor repairs (no parts required): downtime not to exceed 48 business hours

• Major repairs (parts required): downtime not to exceed 5 business days, contingent upon parts availability

• Required OEM replacement parts must be shipped overnight when necessary to meet downtime standards in Section 6.1 and 6.2 of the PWS.

Included Features (Covered Repairs)

As part of the maintenance agreement, the Contractor shall provide the following features for Covered Repairs (as defined in the PWS):

• Unlimited replacement of parts for Covered Repairs

• Unlimited travel to the site for repairs

• Unlimited labor costs for on-site service by factory-trained or manufacturer-qualified technicians

• Priority phone response and scheduling over non-government service requests

• Basic operator training on proper equipment use and troubleshooting

• No lapse in service; advance notice prior to agreement expiration to avoid disruption

Out-of-Scope Services and Authorization

After-hours service, multi-shift coverage, or other non-covered services are not included unless expressly provided for in the awarded contract. If out-of-scope services are required, the Contractor shall provide a written quote and shall perform such services only after Contracting Officer authorization and execution of a contract modification (see PWS Section 1.4).

Authorization by Government technical or program personnel alone does not constitute authorization to perform out-of-scope services.

Reporting

• Service report provided after each maintenance/repair visit and submitted within 5 business days after service completion; service report documents Government acceptance and serves as the basis for invoicing (per the PWS).

• Quarterly maintenance report summarizing service calls, response times, recurring issues, and the anticipated timeframe for the next scheduled preventive maintenance visit

SP7000-26-RFI-1006 Attachment 2 - Service Requirements Summary Page 2 of 3

Invoicing (Summary)

Invoices shall be submitted electronically via WAWF in accordance with DFARS 252.232-7006, FAR Part 32, applicable DLAD policy, and contract instructions. As an administrative expectation, invoices are expected to be submitted within 30 calendar days after completion of the applicable maintenance service.

Contract Authority

This Service Requirements Summary does not supersede or modify the Performance Work Statement. All services shall be performed in accordance with the PWS and the terms of the awarded contract.

SP7000-26-RFI-1006 Attachment 2 - Service Requirements Summary Page 3 of 3