Attachment I - Statement of Work 09102025.docx

Statement Of Work

I. Purpose The purpose of this requirement is to acquire a service contract for total assurance maintenance services for equipment at Moffett Campus.

II. Background The Food and Drug Administration (FDA), Office of Laboratory Operations and Applied Science (OLOAS), Office of Applied Microbiology and Technology (OAMT), Division of Food Processing Science and Technology (DFPST) has many pieces of equipment requiring yearly maintenance contracts. These contracts keep the equipment in good working order through preventative maintenance as well as coverage for any required repairs. DFPST requires a centralized equipment maintenance service contract. The centralized contract will save money and time and resources by allowing a discount on service for equipment and decreasing the amount of administrative work needed to coordinate service programs for fifty (50) pieces of equipment.

III. Objectives

· Maintain the performance of fifty (50) pieces of equipment for excellent operable condition.

· Reduce the down time of the equipment with prompt maintenance recommended by the manufacturer and remedial repair services during the contract period using parts manufactured and certified by the manufacturer and service by manufacturer certified engineers. The maintenance service agreement will result in excellent performance in supporting the various research projects.

· The program shall allow authorized end users, the individual FDA, OAMT scientists who use the equipment to utilize their preferred service providers for most service events, to include OEM technicians, to perform the actual repair and preventative maintenance service on covered equipment. The cost of all covered service events shall be covered by the Contractor throughout the contract term.

IV. Scope The Contractor must provide on-site repair service, including emergency repair, parts, labor, and travel and preventative maintenance in accordance with the OEM (Original Equipment Manufacturer) specifications. Services shall be performed during normal business hours of 8am - 5pm, Monday through Friday unless specifically noted in this solicitation.

V. Specific Tasks The Contractor shall maintain a call center to receive maintenance requests. Equipment end users will be provided with a toll-free number to request service or maintenance to be dispatched. Additionally, dispatch requests can be made by utilizing an online request form. The call center shall be fully staffed between the hours of 7:30am-8:00pm and shall provide phone support outside of normal business hours when necessary.

Technical telephone support coverage shall be provided by the end users (the individual FDA, OAMT scientists who use the equipment) preferred service providers. Contractor shall cover the cost of technical support and/or troubleshooting necessary to address a covered system malfunction.

The Contractor shall issue payment directly to the provider for services rendered. The provider is the OEM, (Original Equipment Manufacturer). The Contractor manages the service contracts between the end user and the OEM. Additionally, the Contractor shall maintain a call center to receive and process maintenance requests. The call center shall be fully staffed between the hours of 7:30am-8:00pm and shall provide phone support outside of normal business hours when necessary.

The maintenance agreement shall cover the cost of loaner equipment, when available from the OEM, for up to ten (10) days in the event a repair cannot be completed within the expected timeframe.

The Contractor shall maintain a secure website which would allow authorized representatives to request service and generate reports pertaining to the service agreement. Program transactions, equipment maintenance activity, and contractor information shall be available 24x7 via the Contractor’s secure website.

Software updates are limited to those which are included by the OEM at no additional cost during corrective or preventative maintenance service visits. These updates typically address errors and/or reliability issues with an existing software license. Elective enhancements, upgrades, or other billable software maintenance shall not be covered under the agreement.

The Contractor shall use qualified service providers and parts.

.The Contractor shall ensure that each service engineer operates ethically, performs quality workmanship, and consistently delivers service in a timely manner.

All equipment covered in this order shall have the same period of performance.

VI. Deliverables

The service shall be delivered at FDA, 6502 S. Archer Rd Bedford Park, IL 60501

Planned maintenance services shall be scheduled one per year during the contract period and shall perform remedial repair services during the contract period.

The Contractor shall provide service reports clearly identifying the work performed to the COR and/or POC after the services have been rendered in paper format and/or via email.

VII. Place of Performance FDA, 6502 S. Archer Rd Bedford Park, IL 60501

VIII. Period of Performance Base Year: For 12 months after award is made. OY1 to subsequently follow for an additional year.

IX. List of Equipment Refer to Attachment III – Equipment List