EBUG Lab Wall SOW.pdf

i SOW– EBU Lab Wall

EBU Lab Wall

Statement of Work (Robins Air Force Base, USA)

01 Jan, 2025 ii

Table of Contents

Section

Section................................................................................................................................. ii Revision History ................................................................................................................. ii

1.0 Background cover sheet or appendix

2.0 Scope

3.0 Description of Work

3.1 General Work

3.2 Design Work

3.3 Product Markings/Documentation/Tools

3.4 Delivery Work

3.5 Installation and Removal Work

3.6 Inspection/Acceptance Checklist

4.0 Product

4.1 Monolithic Panels and Components ..................... Error! Bookmark not defined.

4.2 Stackable Panels and Components ....................... Error! Bookmark not defined.

4.3 Modular Furniture................................................. Error! Bookmark not defined.

4.4 Demountable Walls

5.0 Government Furnished Property/Support

6.0 Site Conditions

7.0 Voluntary Protection Program (VPP)/Safety

8.0 Base/Installation Specifics

9.0 Deliverables (CDRLs)

10.0 Performance Objective Summary

Revision History

Author Name Date Reason For Changes Version

Garcia 12/28/24 Initial 1.0

1.0 Background cover sheet or appendix

This project is being solicited to install DIRTT walls & flooring that match existing EBU walls to create a new lab space for EBU’s additive manufacturing lab. The project includes old flooring removal, installation of new LVT flooring, DIRTT wall installation with appropriate power hook ups, and haul off of any construction or packaging material no longer need.

2.0 Scope

This project will be awarded on a competitive basis using total project cost.

A site visit must be scheduled within 5 calendar days of RFP release and completed proposal within 10 business days of RFP release.

For this project we require the following product types: DIRTT walls, LVT flooring, and DIRTT wall compatible sliding doors.

For this project we require the following lineal feet of Moveable walls: 18’.

For this project, the finish on the Demountable walls shall be: DIRTT Choromacoat-scout with DIRTT anodized aluminum frame. They shall include horizontal reveal at 8’ AFF, seismic, rigid tie backs to deck required, grade 1, ChromacoatPlus tiles-scout, & Silver PVC trim.

For this project, Demountable walls shall include a 4” Stile (Goldie) door, Solidstory above, DIRTT barn door hardware, SIRTT Soft open/close feature, DIRTT 30” bar pull, DIRTT barn door Adams lock, clear anodized frames and stiles, 6mm DIRTT etched glass-haze, grade 1 ChromacoatPlus tiles-scout, stainless pull finish, and silver PVC trims.

For this project we require the following square feet of LVT: 576 For this project, the finish on the LVT shall be: Abstract Pietro by Tarkett; or similar commercially available & matching product.

Low voltage power connections appropriate for use in the lab space created will be run as needed.

It is the responsibility of the contractor to validate the actual site conditions as well as any specific programming needs of the customer. A final DIRTT Construction Design and Bill of Materials (BOM) will be provided that meets the customer requirements and accommodates the physical environment as part of proposal (CDRL A001, Product Engineering Design Data and Associated Lists, DI-SESS- 81000F/T). Design requirements can be found in Section 3.2.

For any Demountable Walls, a lineal foot expectation will be included along with the anticipated wall materials such as paint, fabric, wood or glass, as well as number of doors or windows to be included.

3.0 Description of Work

3.1 General Services

Coordination and management of all products, equipment and people required to create, deliver and install new office workplace furniture within an Air Force location. This includes ongoing servicing of any items defective due to manufacturing error as well as for replacement or repair of any damaged item after purchase.

3.1.1 The contractor shall perform tasks on Office Workplace Furniture in accordance with the requirements stated in this contract.

3.1.2 The contractor shall be responsible for all personnel, equipment, tools, materials, supervision, storage, assembly, transportation, incidentals and all other items and services necessary to provide and install office workplace furniture.

3.1.3 The contractor shall be knowledgeable of and shall comply with all applicable federal, state, and local laws, codes, permits, DoD, AF, and base requirements and instructions required for the performance of the duties in this Statement of Work (SOW).

3.1.4 The contractor shall ensure policies and procedures are established that protect the safety and welfare of customers, employees, and the community to minimize or eliminate safety or environmental risks. These policies shall be in compliance with Federal and Installation policies and procedures.

3.1.5 The contractor shall provide a contract manager who shall be responsible for the performance of the work. The name of this person and an alternate or alternates who shall act for the contractor when the manager is absent shall be designated in writing to the Contracting Officer (CO) within 10 days after contract award. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to the daily operations of this contract on the installation.

3.1.6 The contractor shall provide a Project Manager with a minimum of 3 years of experience installing your company's product, responsible for project site management, scheduling, coordination and technical assistance to the Air Force representative as required throughout the project. Resumes and letters of intent shall be provided upon request.

3.1.7 Any electrician provided by the contractor shall be a licensed electrical contractor. The electrician will be paid in accordance with Davis-Bacon wage determination GA20240322.

3.1.8 The contractor shall submit a complete list of personnel in accordance with installation policy, including deliverymen, who will be expected to work on the installation. This list will contain Privacy Act information as required as well as the expectation that each individual will be able to present a current and valid state/federal identification complying with the REAL ID Act, to meet local Air Force security requirements. (Please note that many installations require this information be coordinated days in advance).

3.1.9 The contractor shall not employ persons for work on this contract if such employee is identified to the contractor by the CO as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population. Contractor personnel shall present a neat appearance and be easily recognized as contractor employees.

3.1.10 The contractor shall be the authorized dealer of the specific office workplace furniture manufacturer proposed for the project.

3.1.11 The contractor shall manage ordering, shipment, delivery and installation of all new furniture from manufacturer to final acceptance by the Government Project Manager (GPM).

3.1.12 The contractor shall provide customer service during normal duty hours, 0730-1630 hours, Monday through Friday; except for federal holidays.

3.1.13 Recognized US Federal Holidays are as follows: New Year’s Day, Birthday of Martin Luther King Jr., Washington’s Birthday, Memorial Day, Juneteenth National Independence Day, Independence Day, Labor

Day, Columbus Day, Veterans Day, Thanksgiving Day and Christmas Day. If the holiday falls on a Saturday, it is observed on Friday. If the holiday falls on Sunday, it is observed on Monday.

3.1.14 When the contractor desires to work other than standard times, a written request shall be submitted to the GPM for approval. Written approval from the CO must be received before proceeding with the work. The request shall be submitted at least five (5) workdays prior to the proposed performance of work, and it shall indicate the day/days, time/amount of work, and reason why performance is necessary during nonstandard hours.

3.1.15 The contractor shall provide alternate work locations for employees or allow employees to take vacation during designated Government non-workdays or other periods where government offices are closed.

3.1.16 All Air Force inquiries shall be responded to by a contractor representative within two business days.

3.1.17 Meetings may periodically be held between base personnel and contractor management to discuss contract status. The CO will notify the contractor in writing in advance of the place and time of required meetings.

3.1.18 Reserved

3.1.19 The contractor shall be responsible for coordination of an escort through any controlled areas through the local GPM.

3.1.20 Lost vehicle and entry passes shall be reported immediately to the Security

Police as well as the GPM in accordance with the local security forces policy.

3.1.21 The contractor shall be responsible for any storage of all office workplace furniture, components, parts and assemblies prior to and during installation in accordance with the agreed upon delivery schedule.

3.1.22 Reserved

3.1.23 The contractor shall maintain the capability to adjust workforce in the event of unforeseen circumstances such as extended duty hours, travel, classes and education, and mission related changes. These expenses are reimbursable with prior approval of the GPM and the CO.

3.1.24 The contractor shall maintain continuity between the support operations at Warner Robins Georgia and all other assigned performance locations and the contractor’s corporate offices. The contractor shall provide the necessary resources to manage and administer the contract. The contractor shall, as a minimum, maintain a single point of contact for this effort to be available in person to AFLCMC/EBU, during the same business day.

3.1.25 The contractor shall provide for the management and support of personnel, to include: making necessary arrangements for employees required to travel; supporting personnel co-located on Robins AFB and other locations specified with additional resources, expertise, advice; necessary infrastructure to support work to be accomplished off-base; conducting personnel meetings; providing administrative support for employees in a timely fashion; and providing facility and staff security requirements.

3.1.26 All personnel attending meetings, answering Government telephones, and working in other situations where their contractor status is not obvious to third parties are required to identify themselves as such to avoid creating an impression that they are Government officials. They must also ensure that all documents or reports produced by contractors are suitably marked as contractor products or that contractor participation is appropriately disclosed.

3.2 Design Work

Providing professionals versed in programming, space planning and product specification, able to communicate product capabilities to the customer, to ensure products purchased meets the requirements.

3.2.1 As a part of the request for proposal/quote process, the contractor will propose products and a design that takes into account site layout considerations, as well as other information gathered during initial customer review at the discounted price upon which the award will be based.

3.2.2 In no case should product prices exceed the discounted amounts set forth in the Tier I contract applicable to the contractor. The proposal shall show list price and discount and net price.

3.2.3 The contractor shall provide design services, including space planning, site verification, material selection and programming as necessary for the project, .

3.2.4 The contractor shall define and furnish the necessary hardware, software, and all other equipment necessary to accomplish design tasks. Standard equipment in addition to the hardware and software shall include but not necessarily be limited to reproduction machines, plotters, paper, pencils, fax machines, and office furniture.

3.2.5 The contractor shall be responsible for collection of information relevant to the design/redesign of a space. Examples could include personnel interviews, questionnaires and walk-through inspections of the facility, as well as the existing furniture database (if available).

3.2.6 Services shall include site evaluation to ensure proper fit of the furniture within the given space and that all structural and other anomalies are taken into account.

3.2.7 The contractor is responsible for notifying the GPM of all power requirements regarding location of communication, LAN and power junction boxes, with the expectation that the government will be responsible for providing and locating those junction boxes within 4'-0" of the ceiling penetration of the power pole location provided by the contractor.

3.2.8 Design shall ensure that power poles do not protrude into main walkways.

3.2.9 Design shall ensure that all outlets included in the design are accessible to the user, free and clear of obstacles.

3.2.10 Design shall not allow more than four cubicles to be served by a single circuit.

3.2.11 Design shall ensure that no more than two duplex outlets (four plug in points) are put onto the same circuit.

3.2.12 Design shall ensure that no existing wall outlets or thermostats are covered or concealed by panels or other systems furniture components.

3.2.13 Design shall consider utilize wall mounted applications where possible.

3.2.14 The contractor shall utilize any existing government product to its maximum as applicable when project includes add on parts to existing systems furniture.

3.2.15 All designs of furniture layouts, including original designs and any subsequent redesigns, must be accomplished by qualified professional designers and should have three years’ experience using software similar to that proposed for this contract.

3.2.16 The contractor shall meet with the GPM to review the installation drawings prior to submission of any revised price quote.

3.2.17 The contractor shall provide additional drawings of furniture layouts, if requested by the GPM on a non-rewritable CD or DVD in both .dwg and .pdf formats unless otherwise specified in the contract.

3.2.18 The hardware/software shall perform computerized inventory, computer aided design, automated take-off function, and report generation for all product purchased. The software for this contract shall be compatible software for AutoCAD and MicroStation. The software shall be fully compatible with Microsoft Windows, the most current version.

3.2.19 Design service shall include an initial complete design with up to two additional minor revisions prior to final approval (CDRL A001, Product Engineering Design Data and Associated Lists, DI-SESS-81000F/T).

3.2.20 Designs of each location shall include a Basic component floor plan sheet in which all systems furniture and workstation is tagged: to include graphic symbols for all major hanging components (flipper cabinets, shelves, task lights, tack boards, work surfaces, drawers, etc.) as determined by the government. This design sheet shall include station numbers and movable wall and associated product locations, in 1/4" = 1'- 0" scale.

3.2.21 Designs of each location shall include a Panel and Hardware Layout sheet:

to include all finish colors and fabrics, panel widths (30", 36", 42", etc.), in 1/4" = 1'0" scale, in addition to display hardware, keys and locksets shall be included.

3.2.22 Design sheet layouts of each location shall include a Furniture Power Distribution sheet in 1/4" = 1'0" scale to include: the location of all powered panels, powered components, receptacles, communication ports, power poles, powered raceways, base electrical feeds and building connection points.

3.2.23 Within ten (10) workdays after the final design has been accepted by the base requesting organization, a bill of materials detailing all inventory, and

(3) copies of all plans including basic floor plan, movable wall, panel and electrical layouts will be provided to the GPM for the project (A001).

3.2.24 The contractor shall maintain an updated, automated master copy of all furniture layouts, (designs/redesigns) accomplished under this contract for the duration of the warranty, after government acceptance of the project.

3.2.25 Drawing changes required to a layout due to contractor errors or omissions shall be the responsibility of the contractor and the corrected drawing and bill of materials shall be delivered to the government within three calendar days of the request.

3.2.26 Contractor shall provide the GPM a copy the installation drawings and bill of materials via mutually agreed upon electronic media.

3.2.27 Contractor shall make the government aware of any discrepancies to existing conditions not previously identified.

3.3 Product Markings/Documentation/Tools

Items used after product acceptance used to identify or modify a particular product.

3.3.1 All documentation (Owner’s manuals, warranty information, assembly instructions, maintenance and care instructions, operating instructions, etc.) shall be provided to and reviewed with the GPM upon completion of the installation.

3.3.2 Special assembly tools (security hardware wrench, spare parts provided with the furnishings, etc.) shall be provided to the GPM prior to final Government acceptance of products and services.

3.4 Delivery Work

Transportation of all products, loading, unloading, storage and all necessary movement from factory to final onsite set up.

3.4.1 The contractor Project Manager shall be responsible for on-site coordination of all staging and deliveries, to include access to and operation of any equipment needed for unloading and movement of materials or product. This includes any products obtained from suppliers other than the holder of the Tier I agreement.

3.4.2 Contractor shall be responsible for determination of the appropriate delivery method and handling, based on site conditions to include the non-existence of loading docks and equipment at any given location. Special circumstances may be identified to and negotiated with the CO.

3.4.3 Delivery shall be in accordance with the terms of the contractor's agreement. If the ordering activity designates an accelerated delivery schedule it will be identified in the contract.

3.4.4 A maximum of 30 days offsite storage shall be included in the contractor's agreement.

3.4.5 Work shall comply with applicable building standards and codes, specifically: National Electrical Code (National Fire Protection Association (NFPA 70) and National Life Safety Code (NFPA 101).

3.4.6 The contractor shall be responsible for following all safety and security guidelines within the area in which work is being performed, to include securing any contractor owned tools or equipment, and any on site storage being utilized.

3.4.7 The contractor shall maintain accountability and control of any keys provided and shall return them to the GPM upon completion of work.

Duplication of keys or other means of access is not authorized.

3.4.8 The contractor shall prevent its personnel from entering any area other than the designated work area.

3.4.9 The contractor shall maintain a means of egress within all designated work areas to comply with fire codes.

3.4.10 The contractor shall ensure its personnel eat, drink, or smoke only in designated areas.

3.5 Installation and Removal Work

Manufacturer certified professionals to install office workplace furniture per the approved design drawings.

3.5.1 Contractor shall provide or have capability of obtaining support services to include removal and warehousing of the proposed furniture and demountable walls.

3.5.2 The contractor shall appoint an authorized representative who will be the company's senior representation on site for all customer communication and enforce compliance of all requirements for the project. This representative shall have a physical presence during any delivery and throughout installation unless agreed to by the GPM.

3.5.3 The contractor representative shall meet with GPM to review the installation drawings prior to installation.

3.5.4 The contractor shall install office workplace furniture in accordance with each requirement statement and basic component floorplan, panel plan and electrical plan, designed and provided by the contractor with each purchase.

3.5.5 Contractor shall be liable for any damage to government property caused by the contractor or their representatives.

3.5.6 During installation the contractor shall protect all furniture and building materials, to include carpet, existing within the space with industry approved protective coverings inclusive of craft paper, moving blankets and such type of material. The contractor shall not use protective materials that will leave any type of residual print, outline or imaging on any furniture or building materials. Contractor shall not repair damage to finishes unless directed by CO but will be responsible to pay for damages.

The government will make repairs and back charge the installation contractor.

3.5.7 Services shall include product transportation of existing inventory as required.

3.5.8 The contractor shall uncrate/unpack all items and perform required assembly in accordance with the manufacturer instructions.

3.5.9 Services shall include inspection of product for shipping damage. If damage is found it shall be the responsibility of the contractor to notify the GPM and make all arrangements for replacement or repair of the item(s) damaged. Damaged items are not to be installed unless otherwise directed by the GPM.

3.5.10 Services shall include assembly of product to conform to final CO approved design drawings.

3.5.11 Any furnishings attached to the building shall be attached securely.

3.5.12 Installation of office workplace furniture must be under the oversight of an onsite manufacturer certified installer.

3.5.13 The contractor shall ensure that all communication outlet faceplates are provided with the furniture, based on the unique specifications of the IT requirements at that location.

3.5.14 Services shall include removal of packing materials from the installation and cleaning of product including steam cleaning reused panels and thorough cleaning of all products.

3.5.15 Services shall include removal of all excess product and transport to the GPM approved warehouse or other location as specified.

3.5.16 Services shall include removal of packing materials from the installation and cleaning of product including steam cleaning reused panels and thorough cleaning of all products.

3.5.17 All trash removed from the worksite shall be disposed of in accordance with state laws, and packaging and other recyclable materials shall be recycled wherever possible.

3.5.18 The contractor shall maintain environmental controls when working in any government facility, to include but not limited to keeping doors shut and lights off when not in use and turning off vehicle engines when parked.

3.5.19 Light fixtures shall have appropriate lamps and be in working order.

3.5.20 Prior to acceptance, the contractor shall clean all furniture only with the manufacturer's recommended cleaning agents/products.

3.5.21 The contractor shall provide all components, completely assembled, installed, and operational, including keys in each lock set.

3.5.22 Furniture, equipment, and accessories shall be level, square, and in proper alignment with adjoining furniture. All drawers should operate smoothly and stay closed when not in use.

3.5.23 The contractor shall inspect to ensure the furniture is free of surface dirt and defects, the installation is complete, and the furniture is ready for use.

3.6 Inspection/Acceptance Checklist

Validation between the contractor and the GPM that all product has been installed according to manufacturer guidelines and customer specifications (CDRL A002, Preparation of Final Inspection, DI-SESS-81000F/T.

3.6.1 A post-installation walkthrough shall be coordinated with the contractor’s authorized representative and GPM.

3.6.2 All areas requiring correction shall be documented in a punch list by the contractor and provided to the GPM upon completion of a joint walk through by the contractor and the GPM. No payment will be authorized while punch list items remain open.

3.6.3 A final walk through will be performed with the contractor and the GPM and the CO to ensure all punch list items have been addressed to the satisfaction of the government.

1. Product

3.7 Demountable Walls

The contractor shall supply demountable wall product. In accordance with the requirements listed above.

4.0 Government Furnished Support

4.1 Base support includes Government-controlled working space and utilities.

5.0 Site Conditions

5.1 Standard site conditions shall be considered those that include:

5.1.1 Free and clear hard surface access to the receiving and installation location during regular working hours

5.1.2 Parking and off-loading area suitable for access by a semi-trailer combination or truck within 100 feet of the building entrance closest to product installation area

5.1.3 Threat condition level of the base is Alpha. This requires dealer personnel to get base access in order to complete the product installation.

5.1.4 A staging area adequate to sort, stage and uncrate products along with a waste receptacle suitable for disposal of materials

5.1.5 Includes electric power, working lights, heating and air conditioning, and access to a working freight elevator if location is on a floor other than the first floor

5.1.6 Current and correct CAD drawings of the building shell

5.1.7 A building ready for the installation of furniture (i.e. other tasks such as painting and flooring are complete so as not to cause any delays in performance)

5.2 Contractor shall notify the CO of any deviations from the above standards, as well as any requests for equitable adjustment to the contract price based on a condition not available at site visit.

2. Voluntary Protection Program (VPP)/Safety

5.3 Voluntary Protection Program: The Air Force is part of the AOSHA VPP. All contractors are required to familiarize themselves with the requirements of the VPP. Information on VPP can be accessed at http://www.osha.gov/desp/vpp/index.html.

5.4 An Applicable Quality Control Plan must identify the processes and procedures the contractor will use to track compliance with the Safety and Health Plan, and the process and procedures that will be used to correct violations.

5.5 Mishap/Incident Reporting. The contractor shall report all mishaps/incidents in accordance with the contract Safety Appendix. The contractor shall immediately secure the mishap scene and damaged property and impound pertinent maintenance and training records until released by the Government’s Safety Office (WR-ALC/SE). Such release shall be accomplished through the CO. The contractor shall cooperate and assist Government personnel in the investigation of the incident and submit an Accident/Incident Report within 24 hours of the accident/incident. The Contractor shall require all subcontractors to comply with required safety, health and fire standards. (CDRL A003, Environmental, Safety, and Occupational Health Plan, DI-SAFT-82313 (CDRL A004, Accident/Incident Report, DI-SAFT-81563)

3. Base/Installation Specifics

5.6 All commercial trucks must enter through Gate 4 (Commercial Truck) for inspection. In accordance with Robins Air Force Base Instruction (RAFB) 31- 101, Installation Security, the Contractor shall submit a list of Contractor personnel requiring access to the Robins AFB to the PCO. Contractor personnel requiring repeated access to Robins AFB but not requiring Local Area Network (LAN) access, shall obtain a Contractor identification card in accordance with RAFBI 31-101 and other applicable local policy. In accordance with RAFBI 31- 101, paragraph 8.8.2.1.8, upon completion/termination of the contract/order or transfer/termination of the Contractor personnel, the CAC or Contractor identification card shall be returned to 78 SFS/SSP. Once at Gate 4, the drive must be able to show:

• A current Vehicle Registration

• A current Proof of Insurance

• A valid and current Driver's License for the driver

• A valid and current Driver's License or other State Identification for any passenger(s) in the vehicle.

5.7 Gate Procedures:

• Once at gate 4, be prepared to exit the vehicle and allow for vehicle inspection. At this time, you may ask for directions to your final destination.

• If the final destination requires the driver to leave gate 4, and re-enter the base through an alternate gate, the pass received will be sufficient documentation for entry into both gates, within a pre-established time directed by the Security Forces representative.

• Arrival at the appropriate gate after the designated allotted time will result in non-admittance to the installation.

• This procedure will occur each time a commercial truck requests access to the base.

5.8 Current Bill of Lading (BOL) to get delivery driver and the vehicle on base. BOL must include the AF installation name, date of anticipated delivery, and specific destination (including building number, street address, and point of contact information).

5.9 Personnel should the following items when entering an installation:

• Current Registration for all vehicles

• Current Proof of Insurance for all vehicles

• Valid driver’s license for each driver

• Valid driver’s license or other state identification for each passenger

• Depending on the current Force Protection Condition, a government representative may be required to sponsor those people in person at Pass & ID, Building #217.

• The sponsor must state the guest's purpose and destination. It is the responsibility of the contractor to validate this need with their government POC prior to their arrival so as to coordinate the arrival time accordingly.

Sponsors may request that a pass be applicable for multiple days if needed.

5.10 To sponsor 10 or more people, a typed list of those people must be submitted by the COR in Word or Excel format, stating LAST NAME then FIRST NAME of each person. The sponsor must submit that list to Pass & ID building 217, no fewer than three days prior to the anticipated arrival. Names listed must be complete names, (no nicknames), and correspond to the names on the state ID for each person.

5.11 Mission Essential Services: Contractors are not considered mission essential.

5.12 Prohibitions: Firearms may not be brought on base under any circumstances.

Individuals with criminal records are not allowed on base. Contractor personnel are prohibited from sponsoring guests onto the installation.

6.0 Deliverables (CDRLs)

6.1 (CDRL A001) Product Engineering Design Data and Associated Lists

6.2 (CDRL A002) Final Inspection Records (FIR)

6.3 (CDRL A003) Environmental, Safety, and Occupational Health (ESOH) Plan

6.4 (CDRL A004) Accident/Incident Report

The Government has full ownership of all formal deliverables and required supporting documentation with regard to use, distribution and reproduction.

7.0 Performance Objective Summary

Performance Objective SOW

Paragraph Performance Threshold

1) General –Oversight and accountability for all people and equipment used and product ordered for a project

3.1 No more than 1 customer

complaint per time period and resolution of all issues identified by the COR within 24 hours

2) Design – design was provided within the allotted time frame, fulfills the customer’s requirements and fits appropriately within the site conditions of the space.

3.2 Zero late delivery of designs. Issues relating to customer requirements and site conditions will be successfully resolved within 24 hours.

3) Product Markings – products are labeled with appropriate markings so future users can identify them at a later date.

3.3 Minimal mistakes in

product markings (less than 1%). Mistakes shall be corrected within 48 hours of identification by the GPM

4) Delivery – delivery time met expectations and was unloaded by appropriate contractor personnel using appropriate equipment without damage.

3.4 Zero late deliveries.

Damage resolved in accordance with the SOW.

5) Installation/Removal

– product was uncrated, and assembled per manufacturer’s instructions and per customer’s approved layout within the allotted time frame

3.5 No more than one

customer complaint per week. Complaints must be successfully resolved within 48 hours.

6) Acceptance – All punch list items have been remedied, and all furniture is in proper working condition.

3.6 Zero punch list items

remain unresolved prior to project completion.