ESBD_466151_1761857413004_582-26-14312 Attachment A.pdf

ATTACHMENT A SPECIFICATIONS

SCOPE OF WORK

SCOPE OF WORK

I. Overview & Purpose:

TCEQ has a need to contract for the service to provide on-site repair and preventive maintenance for Agilent equipment, software support and software upgrades for Agilent Technologies software.

II. Technical Requirements A. The proposed work must be in accordance with all Agilent

Technologies instrument manufacture, maintenance and operation requirements. The Agilent Technologies instrument manufacturer maintenance and operation requirements are those that are listed in the operations manual of the instrument. They are the criteria in the operations manual that ensure the instrument is operating and maintained as designed.

B. Must provide callback response within 24 hours of the initial service request and must provide service within two business days from date of initial contact between vendor and TCEQ staff.

C. Use Agilent Technologies certified replacement parts for repair and a local parts inventory with 24-hour hotline ordering capability to ensure engineers have quick access to parts needed for repair.

D. Provide real-time unlimited phone software and technical support and software updates.

1. Remote hardware and telephone support must be from factory-trained engineers.

2. Engineers must be trained in modifying customs and manufacturer’s software macros.

3. There must be at least two engineers able to provide phone support in real time and have call center support from the hours of 8:00am until 5:00pm CST, Monday-Friday, except for federal holidays.

E. Have access to and use Agilent factory-recommended updates and service notes.

F. Must provide a secure remote monitoring and diagnostics system.

This is a real-time remote troubleshooting and diagnostics tool used to provide notification when instruments require attention to help prevent downtime and to remotely diagnosis problems which helps the speed of repairs. The remote troubleshooting and diagnostics tool must ensure Agency Network and Data Security with the following specifications:

4. Network Security

a. The secure remote monitoring and diagnostics system tool cannot use internet access. The remote monitoring and diagnostics tool only requires a gateway to regulate traffic between two dissimilar networks.

b. The secure remote monitoring and diagnostics system tool cannot use IP addresses, static connections, or VPNs. It must use universally available outbound ports located safely behind Agency firewalls.

c. The secure remote monitoring and diagnostics system tool cannot have e-mail service. There should be no way to receive unsolicited e-mails.

d. The secure remote troubleshooting and diagnostic system tool cannot have any means to access a computer system or encrypted data that bypasses the system's customary security mechanisms.

5. Data Security

a. The secure remote monitoring and diagnostics system tool must monitor only the instrument diagnostics and status. It must not be capable of accessing Agency network information.

b. The secure remote monitoring and diagnostics system tool must be capable of giving the user and the IT group full control over access privileges and activity logging.

c. The secure remote monitoring and diagnostics system tool requires all communications to be initiated from the remote monitoring and diagnostics components within the customer’s site.

d. The remote monitoring and diagnostics tool must use accepted industry standards for full data encryption and authentication.

G. The contractor must include 100% service guarantee that if the instrument cannot be repaired, the instrument must be replaced.

1. A replacement instrument must be provided after three failed attempts to repair the malfunctioning instrument.

2. Replacement instruments must be equivalent or newer than the current model.

3. The replacement instrument must be from the same manufacturer.

4. If the replacement instrument does not meet section G.2., the Air

Laboratory must approve of the proposed replacement.

5. Replacement instrument must be Original Equipment Manufacturer

(OEM) factory certified and approved.

III. TCEQ responsibilities:

A. Will provide staff to communicate with the contractor to repair the instrument.

B. Will maintain ownership of all equipment.

IV. VENDOR RESPONSIBILITIES

A. Must provide Agilent trained and authorized service representatives that:

1. Are routinely trained on the latest technology and regulatory guidelines

2. Have access to the latest published and unpublished service manuals and service notes

3. Can supply the latest certification documentation that shows the engineer has been trained on all TCEQ owned Agilent equipment.

B. Engineers must be able to troubleshoot instrument malfunctions and to coordinate and provide repair and maintenance on TCEQ Agilent Technologies instruments.

C. Must provide all computer hardware and software needed to perform this service.

D. Must provide any additional equipment necessary for performing this service.

E. Must provide replacement parts covered under the on-site repair.

1. Examples of parts covered are electronic components, rough and high vacuum pumps, etc.

2. Overnight shipping of replacement parts to the site at the contractor’s expense.

F. Must perform preventive maintenance on the specified instruments.

G. Labor and travel charges must be included for the services covered.

H. Software support will include real-time (voice mail is not acceptable), unlimited telephone support and software upgrades.

V. QUALIFICATIONS AND EXPERIENCE

Agilent-authorized service representatives that are routinely trained in the latest technology and regulatory guidelines and have access to the latest service manuals and service notes. Must be able to supply current certification documentation that shows the service engineer has been trained in all TCEQ owned Agilent equipment.

VI. ACCEPTANCE CRITERIA

A. The contractor must provide factory-certified repair of the Agilent Technologies hardware and software covered by this service agreement.

B. The contractor’s service must be initiated within 24 hours of the time-of-service call and completed within 3 working days.

C. Service is considered acceptable when emergency visits, and technical support deliverables have been provided by the technician, and the responsibilities of the technician have been fulfilled per the contract requirements