Camera_Maintenance_Statement_of_Work_(SOW)_23_May_2016.pdf

9 June 2016

STATEMENT OF WORK (SOW)

For

Installation Closed Circuit Television (CCTV) Camera Maintenance

Located on:

Scott AFB, Illinois

1. GENERAL: This is a non-personal services contract to provide quarterly Preventive Maintenance Inspection

(PMI) of Scott AFB cameras system to include all other associated equipment such as digital recording devices, camera housing units and cabling. The contractor will also be responsible for service responses for unscheduled camera and associated equipment outages as outlined in this SOW. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government. This contract will be funded for a base year and four option years.

1.1 Description of Services/Introduction: The contractor shall provide all personnel, equipment, supplies, facilities, transportation, tools, materials, supervision, and other items and non-personal services necessary to perform quarterly PMI as defined in this SOW except for those items specified as government property and services (see attached List of Equipment). The contractor shall perform to the standards in this contract.

1.2 Background: The Base Camera System is an enhanced security measure. The cameras provide monitoring of all customers entering and exiting facilities on Scott AFB. The cameras also assist the Base Defense Operations

Center in monitoring facilities during and after normal duty hours.

1.3 Objectives: Inspect, test, clean and service all CCTV cameras and associated equipment. PMI work shall be accomplished in accordance with (IAW) manufacturer and maintenance manuals specifications for that specific equipment. Restore unscheduled service outages with the timelines outlined in this SOW. All the required work will be accomplished in accordance with United States Air Force regulations and industry standards.

1.4 Scope: This statement of work provides information for a contractor to provide the necessary trained and fully qualified personnel, supervision, task management, hardware, materials, tools, and technical services required for the successful accomplishment of the requirements and tasks set forth herein. Contractor shall be responsible for providing personnel with the necessary expertise to complete the assigned tasks satisfactorily.

Personnel shall be capable of working independently and with demonstrated working knowledge of the equipment required by this SOW. Tasks include:

1) Inspect, test, clean, and service the head-end video equipment, cabling, and fiber optic transceivers.

2) Inspect all monitors to ensure clarity, eliminate blooming, and minimize Radio Frequency (RF) interference and reduce the risk of burn-in by bright lights by repositioning stationary (staring) cameras.

3) Inspect and test all video matrix switches and digital video recorder functions, upgrade software as required, and replace defective components as necessary.

4) Clean all fiber optic connections at transceiver location and all intermediate patch panels with appropriate cleaning materials as stated by manufacture and reconnect.

NOTE: This step is only required if the end-to-end fiber optic testing indicates there is a problem.

5) Perform an end-to-end power test of each camera location.

6) Inspect all power cables, fuses, circuit breakers, and lightning protection devices at each camera location.

7) Inspect the camera mounts at each location, repair, or replace as needed.

8) Inspect the lightning protection and grounding, repair as necessary.

9) Perform a complete system check upon completion of PMI Camera Assemblies.

10) Disassemble, visually inspect for cracks and corrosion, clean and repair all camera and housing assemblies.

11) Clean all contacts and connectors on the inside of the camera housings.

12) Test and repair interior heaters.

13) Replace desiccant packages within the camera housings.

14) Replace humidity detectors within camera housings.

15) Reassemble and weatherproof camera housings.

16) Recharge housings with Nitrogen after reassembly.

17) Repair and/or replace all broken/failing cameras.

1.4.1 Scheduled Maintenance and Repair:

This is a non-personal services contract to provide quarterly Preventive Maintenance Inspection (PMI) of Scott AFB cameras system to include all other associated equipment such as digital recording devices, camera housing units and cabling. The contractor will also be responsible for service responses for unscheduled camera and associated equipment outages as outlined in this PWS. The Government shall not exercise any supervision or control over the contract service providers performing the services herein. Such contract service providers shall be accountable solely to the Contractor who, in turn is responsible to the Government. The quarterly PMI shall be completed during the months of October, January, April, and August. The contractor will notify and obtain approval from the on-site Contracting Officer Representative (COR) or designated representative in advance of scheduled PMI.

1.4.2 Service Calls:

All Camera systems will be operational 24-hours-per-day, 7-days-per-week. The contractor shall provide a centralized call-in number and e-mail address for reporting outages or service issues. It is not necessary that the centralized call-in number be manned 24/7, only that the contractor telephonically respond within one (1) hour from the placement of the outage service call to begin troubleshooting of the issue. When telephone trouble-shooting is unable to resolve the problem, the Contractor will dispatch a service technician to the site within one (1) day of the service call to begin repair of the system. The service technician must arrive on-site within the next business day to begin servicing/repairing of the system. Upon arrival at the site/location the Contractor is required to report in with the Contracting Officer’s Representative (COR). Only the services specified by this agreement are authorized, the

Contractor is cautioned that ONLY the Contracting Officer (CO) may authorize additional services and that any authorized services provided by the Contractor without proper authorization from the Contracting Officer is done at

Contractor’s risk and may not be reimbursed. The COR must be briefed on any work that needs to be accomplished and provided with a written work order documenting all work performed or services provided. All service calls shall be responded to without undue delay. If the contractor is unable to respond to a service call or restore the service to its normal operational state, the Contractor shall compensate the Government for the downtime by prorating the monthly bill for the time (day) reflective of the period of non-service, equivalent to the downtime of the service. The Contractor will be responsible for ensuring that their personnel are instructed on performing service on Government property and are properly badged and easily identifiable. During normal duty hours, covered in paragraph 1.8.4, the contractor shall respond in person to all service call requests within 30 minutes. The contractor will specify the starting time and duration of any interruptions along with what cameras will be affected. The contractor will provide verbal notification to the on-site COR or designated representative immediately after service has been restored.

1.4.3 Reimbursable Parts:

All equipment must meet Air Force Mandated Assessment Subsystems PL1 through PL4 applications and configurations. Including any model updated versions to the authorized Air Force list. All replaced equipment or parts remain the property of the Government. The Government retains the right to either approve or disapprove all parts, which are other than new OEM, used in performance of this contract. The contractor shall procure all required repair and replacement parts reimbursable by the government at cost.

1.4.3.1 Cameras that meet the Air Force Mandate are:

Bosch NWC-04-95 -20P Internet Protocol (IP) Camera Bosch NWC-04-95-20P (1/3 Format)

Bosch NBN-498 -2 1P Internet Protocol (IP) Cameras Bosch Auto Dome NDN-733V03-IP

Bosch Auto Dome VG 4-322-ECEl M Bosch Auto Dome GS5-623-ECS Bosch Auto Dome VG5-624 -ECS Bosch

Auto Dome VG5-724-EC E2 Burle 300H Camera Burle TC 351 Camera (1/2inch format), IQ Eye 752 Internet

Protocol (IP) Camera, Lumenera Le l 65M-D/N Internet Protocol (IP) Camera.

1.4.3.2 Cameras model updated versions that meet the Air Force Mandate are:

Bosch NBN-710 13-BA, Bosch Auto Dome VG5-7220-EPC4 Bosch LPR IQ865-NE-V6, Cohu 4865 Camera

(WS3) (2/3 inch format) Cohu 48x Camera (KUMMSC) (2/3 inch format) Cohu 4915/4912-3000 Camera (1/2 inch format).

1.5 Original Equipment Manufacturer (OEM) Parts:

Only new OEM parts or parts of equal quality (when authorized by the Government in advance) shall be used for repair. All replacement parts used for maintenance activities under this contract become the property of the

Government. The faulty parts, which were replaced, remain the property of the Government. The contractor may submit a listing of all anticipated parts which will not be new OEM but of equal quality to the COR for review and approval in advance of the work requirements or obtain the approval of the on-site COR or designated representative prior to installation of the parts. The Government retains the right to either approve or disapprove all parts, which are other than new OEM, used in performance of this contract.

1.6 Training: Contractor will provide refresher-training classes on camera system operations when performing on-site preventive maintenance (PMI). Training will consist of camera location, multiplexer operation, and Digital

Video Recorder familiarization at all locations with associated equipment. Refresher training classes will be scheduled prior to contractor’s arrival on the installation. Additionally, the contractor shall provide a listing of all cameras and associated equipment locations.

1.7 Period of Performance: The period of performance shall extend for one year after the date of award with the potential of additional option years if the service is still a requirement.

1.8 General Information

1.8.1 Quality Control: The contractor shall develop and maintain an effective quality control program, to ensure services are performed in accordance with this SOW. The contractor shall develop and implement procedures to identify, prevent, and ensure non-recurrence of defective services. The contractor’s quality control program is the means by which he assures himself that his work complies with the requirement of the contract. A written QCP will be submitted within 30 days after contract award for acceptance. After acceptance of the quality control plan the contractor shall receive the contracting officer’s acceptance in writing of any proposed change to his QC system. The contractor will provide BOSCH Video Management System with Divar IP Storage (Classroom), Bosch Video

Management System (Classroom) and BOSCH Video Management System (Exam) certification for all installers and programmers.

1.8.2 Recognized Holidays: The contractor is not required to perform PMI services on holidays.

New Year’s Day Labor Day

Martin Luther King Jr.’s Birthday Columbus Day

President’s Day Veteran’s Day

Memorial Day Thanksgiving Day

Independence Day Christmas Day

1.8.3 Hours of Operation: The contractor is responsible for conducting business, between the hours of 0730-1630

Monday thru Friday except Federal holidays or when the Government facility is closed due to local or national emergencies, administrative closings, or similar Government directed facility closings. For other than firm fixed price contracts, the contractor will not be reimbursed when the government facility is closed for the above reasons.

The Contractor must at all times maintain an adequate workforce for the uninterrupted performance of all tasks defined within this PWS when the Government facility is not closed for the above reasons.

1.8.4 Place of Performance: The work to be performed under this contract will be performed at the following locations: Bldg.’s 1600, 1700, 1900, 1961, 1575, 3901, 470, 1830, 1820, 1850, 1006, 1980, 1981, and 4780. Work will also be performed at Bldg.’s 4310, 1004, 1000, 590, 4130, Lincoln’s Landing Gate adjacent to Bldg 4020, Cardinal Creek Gate adjacent to Bldg 5490, 4700, Scott School Gate adjacent to 4780, Heritage Gate adjacent to

Bldg P-10, 3305, 3150, Bldg 1880/Metro Link. Work will also be performed at Bldg 755/Base Defense

Operations Center (BDOC) and Bldg 1900/Central Security Control Center (CSCC) to verify all systems are operational.

1.8.5 Contractor Consent to Background Checks: The contractor and, as applicable, subcontractor shall not employ persons for work on this contract if such employee is identified as a potential threat to the health, safety, security, general well-being or operational mission of the installation and its population, nor shall the contractor or subcontractor employ persons under this contract who have an outstanding criminal warrant as identified by Law

Enforcement Agency Data System (LEADS) through the National Crime Information Center. LEADS checks will verify if a person is wanted by local, state, and federal agencies. All contractor and subcontractor personnel must consent to LEADS background checks. Contractor and subcontractor personnel who do not consent to an LEADS check will be denied access to the installation. Information required to conduct an LEADS check includes: full name, driver’s license number, and/or social security number, date of birth of the person entering the installation, and completion of a background check questionnaire. The contractor shall provide this information using the Scott

AFB Form 21, Contractors Consent for Background Check, and shall submit it in conjunction with the contractor’s request for either base or vehicle passes. Contractor will also provide the date of birth, driver’s license number or

Identification number, along with the full name of the person or persons whom will need access to the installation to perform maintenance to the SFS/ESS office no later than five business days prior to expected arrival to the installation. Completion of a successful LEADS check does not invalidate the requirement for an escort when contractor or subcontractor personnel are working within controlled or restricted areas. Contractors shall ensure their employees and those of their subcontracts have the proper credentials allowing them to work in the United

States. Persons later found to be undocumented or illegal aliens will be remanded to the proper authorities. The contractor shall not be entitled to any compensation for delays or expenses associated with complying with the provisions of this clause. Furthermore, nothing in this clause shall excuse the contractor from proceeding with the contract as required.

1.8.6 Badges: The contractor is required to provide identification badges for their employees. All contractor personnel shall wear these badges while on duty on the government site. Badges are required to identify the individual, company name, and be clearly and distinctly marked as contractor. Size, color, style, etc. are to be mutually agreed to by contractor and government. The contractor’s identification badge will not be used as an entry requirement for installation entry or into any government designated controlled or restricted area.

1.8.7 Contractor Registration of Vehicles on Scott AFB: All contractor or contractor employees’ vehicles used for the performance of this contract shall comply with all local, state and federal regulations. Additionally any pass shall be surrendered to Security Forces upon demand to positively identify a person’s need to be on Scott AFB.

1.8.8 Access to Installation during Force Protection Conditions (FPCONs): Contractors will be assigned a mission essential designation IAW requirements contained in SAFBI 31-101/Installation Security Instruction. Only the installation commander or the unit commander requesting contract support will assign the mission essential designation.

1.8.9 Property Protection: Property protection for facility where the contractors’ primary work center is located will be the responsibility of the local facility manager and local Government Security Manager, or their duly authorized representative IAW AFI 31-101, The Air Force Installation Security Program and command/local directives. The contractor shall safeguard all government-owned equipment and materials in his/her possession or use.

1.8.10 Safeguarding Classified or Unclassified Information: The contractor shall meet Air Force standards for storing, processing, and handling classified information and systems. Additionally, all resources (e.g. maps, publication/instructions, photos) provided by the government to assist the contractor in the performance of their contract will be surrendered upon termination of employment or the end of the contract performance period.

1.8.11 Non-Disclosure Agreements: To safeguard information, the contractor shall enter into non-disclosure agreements with the responsible local security manager.

1.8.12 Privacy Act: Work on this project requires that personnel have access to Privacy Information. Personnel shall adhere to the Privacy Act, Title 5 of the U.S. Code, Section 552a and applicable agency rules and regulations.

1.8.13 Contractors Working in Controlled or Restricted Areas:

The unit requesting contract support will provide escort (s) for contractors’ at all times when within a controlled area. Contractors shall not escort other contractor employees within controlled or restricted areas. In addition, contractors shall fulfill, maintain, and comply with all security requirements IAW AFI 31-101, The Air Force

Installation Security Program, and command/local directives.

1.8.14 Access to Government Facilities with Controlled or Restricted Areas:

The contractor shall comply with security regulations imposed by the installation commander and/or the agency responsible for the project location. Due to specific mission requirements inherent in the nature of controlled or restricted areas on Scott AFB, the government may direct the contractor to leave the controlled or restricted areas at any given time.

1.8.15 Contractors Responsibilities while Working within Controlled or Restricted Areas:

Only contractor personnel with proper authority and qualifications shall enter a controlled or restricted area. Certain facilities require the issuance of an AF Form 1199CD. The government, at any time, may revoke the AF Form

1199CD. The procedures for the issuance of an AF Form 1199CD are contained in SAFBI 31-101, Installation

Security Instruction. Contractors shall not escort other contractor employees within controlled or restricted areas.

In addition, contractors shall fulfill, maintain, and comply with all security requirements contained in SAFBI 31-

101, Installation Security Instruction.

1.8.16 Access to Government Facilities with Controlled or Restricted Areas for Replacement Contractors:

The unit requesting contract support will continuously escort replacement contractors, not initially possessing the proper clearances and requiring entry to controlled or restricted areas. Replacement contractors shall submit paperwork within 30 days of being assigned to obtain an approved security clearance or favorable review.

Replacement contractor personnel shall obtain a security clearance prior to working with, or having direct access to, classified material. In addition, replacement contractor personnel shall obtain a “Favorable review” prior to having access to a Controlled Area. The above information shall be submitted to 375 SFS/S5I.

1.8.17 Contracting Officer Representative (COR): The (COR) will be identified by separate letter. The COR monitors all technical aspects of the contract and assists in contract administration The COR is authorized to perform the following functions: assure that the Contractor performs the technical requirements of the contract:

perform inspections necessary in connection with contract performance: maintain written and oral communications with the Contractor concerning technical aspects of the contract: issue written interpretations of technical requirements, including Government drawings, designs, specifications: monitor Contractor's performance and notifies both the Contracting Officer and Contractor of any deficiencies; coordinate availability of government furnished property, and provide site entry of Contractor personnel. A letter of designation issued to the COR, a copy of which is sent to the Contractor, states the responsibilities and limitations of the COR, especially with regard to changes in cost or price, estimates or changes in delivery dates. The COR is not authorized to change any of the terms and conditions of the resulting order.

1.8.18 Key Personnel: The follow personnel are considered key personnel by the government:

NCOIC, Electronic Systems Security Assistant NCOIC, Electronic Systems Security

375 Security Forces Sq. 375 Security Forces Sq.

Phone: 618-256-5403 Phone: 618-256-6326

Currently:

Email: christopher.ferrell.1@us.af.mil Email: jonathon.cook.1@us.af.mil

1.8.19 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 who shall act for the contractor when the manager is absent shall be designated in writing to the contracting officer. The contract manager or alternate shall have full authority to act for the contractor on all contract matters relating to daily operation of this contract. The contract manager or alternate shall be available between 0730-1630, Monday thru Friday except Federal holidays or when the government facility is closed for administrative reasons.

1.8.20 Identification of Contractor Employees: All contract 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 in the minds of members of the public 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.

1.8.21 Data Rights: The Government has unlimited rights to all documents/material produced under this contract.

All documents and materials, to include the source codes of any software, produced under this contract shall be

Government owned and are the property of the Government with all rights and privileges of ownership/copyright mailto:christopher.ferrell.1@us.af.mil mailto:jonathon.cook.1@us.af.mil belonging exclusively to the Government. These documents and materials may not be used or sold by the contractor without written permission from the Contracting Officer. All materials supplied to the Government shall be the sole property of the Government and may not be used for any other purpose. This right does not abrogate any other

Government rights.

1.8.22 Administrator and Operator Passwords: All passwords (i.e. for Administrator and Operator) for the systems of operation will be turned over to SFS/ESS upon completion of project.

1.8.23 Government Items and Services:

Facilities: Security Forces will coordinate escorts, building access, communication room access and access to additional rooms and facilities as required.

Utilities: The Contractor shall instruct employees in utilities conservation practices. The contractor shall be responsible for operating under conditions that preclude the waste of utilities.

Equipment: The Government will not provide any equipment for this contract.

Materials: The Government will not provide any materials for this contract.

Attachment: List of Equipment to be Maintained

Building Location Manufacturer IP Address

1004 Shiloh Gate Gate 1 Inbound Bosch

Gate 2 Inbound Bosch

Gate 5 Outbound Bosch

Inbound (License Plate Reader) Bosch

Inbound (License Plate Reader) Bosch

Outbound (License Plate

Reader)

Bosch

Outbound (License Plate

Reader)

Bosch

SW Corner Bosch

NE Corner Bosch Search Pit Bosch

Search Pit North Wall Bosch

Search Pit South Wall Bosch

Building Location Manufacturer IP Address

590 Belleville Gate Gate 1 Inbound Bosch

Gate 2 Inbound Bosch Gate 3 Outbound Bosch

Inbound (License Plate Reader) Bosch

Inbound (License Plate Reader) Bosch

Search Pit (License Plate

Reader)

Bosch

Northeast Corner (Wall Mount) Bosch

West Wall Bosch Search Pit Bosch

Search Pit South Wall Bosch

Building Location Manufacturer IP Address

4130 Mascoutah Gate Gate 1 Inbound Bosch

Gate 2 Inbound Bosch

Gate 3 Outbound Bosch

Building Location Manufacturer IP Address

1961 USTC Annex Auto Dome South West Corner Bosch Auto Dome South East Corner Bosch

Auto Dome North West Corner Bosch Clothing Sales Bosch Post Office Bosch

Bldg 1600

South Entry Bosch

NW Corner Bosch

Loading Dock Entry Bosch

Loading Dock Exit Bosch

SE Corner Bosch

Main Entrance Bosch

NW Entry Bosch

Building Location Manufacturer IP Address

1700 AFNIC Auto Dome Loading Dock Bosch Fire Exit Door 1 Bosch Fire Exit Door 2 Bosch Fire Exit Door 3 Bosch Fire Exit Door 4 Bosch Fire Exit Door 5 Bosch Fire Exit Door 6 (Snack Bar) Bosch Fire Exit Door 7 ( TIFF) Bosch Tiff Breezeway Bosch Loading Dock Interior Hallway Bosch Loading Dock Doors Bosch Main Entrance Bosch East Entrance Bosch

Building Location Manufacturer IP Address

Bldg 470 Corner 450 L3 Bosch Side of Maint shop Bosch Center comm closet Bosch

Building Location Manufacturer IP Address

1575 Comm Auto Dome Bosch Auto Dome Bosch Auto Dome Bosch Auto Dome Bosch Fixed # 5 Bosch Fixed # 6 Bosch Fixed # 7 Bosch Fixed # 8 Bosch Fixed # 9 Bosch Fixed # 10 Bosch Fixed # 11 Bosch Fixed # 12 Bosch Fixed # 13 Bosch Fixed # 14 Bosch Fixed # 15 Bosch Fixed # 16 Bosch Fixed # 17 Bosch Fixed # 18 Bosch Fixed # 19 Bosch

Building Location Manufacturer IP Address

1880 Metro link cam 1 Bosch cam 2 Bosch cam 3 Bosch cam 4 Bosch cam 5 Bosch cam 6 Bosch

Cam 7 Bosch

Northwest Wall Bosch

Southwest Wall Bosch

Lincolns Landing Gate Cam 1 Bosch Cam 2 Bosch Cam 3 Bosch

Building Location Manufacturer IP Address

Bldg 1006 South East Corner Bosch

Building Location Manufacturer IP Address

Bldg 1981 BX East Wall down RR tracks Bosch

West Wall down RR tracks Bosch

Building Location Manufacturer IP Address

Cardinal Creek Gate Northeast Bosch

Southeast Bosch

Building Location Manufacturer IP Address

Commercial Vehicle

Inspection Station

North Side Bosch

South East Corner Bosch Building Location Manufacturer IP Address

1900 Southeast Corner Bosch Building Location Manufacturer IP Address

Bldg 3901 Fire Station Taxiway Bosch

Building Location Manufacturer IP Address

Munitions Front of Building (Wall Mount) Bosch

Light Pole (Pole Mount) Bosch

Light Pole (Pole Mount) Bosch

Light Pole (Pole Mount) Bosch

Light Pole (Pole Mount) Bosch

Building Location Manufacturer IP Address

Patriot’s Gate East Wall Bosch

Light Pole Bosch

Building Location Manufacturer IP Address

Scott School Gate Guard Shack (Vehicle Gate) Bosch

Building Location Manufacturer IP Address

Wastewater Treatment

Plant

East Down RR Bosch

Building Location Manufacturer IP Address

Bldg 4780 Youth Center Scott School Pedestrian Gate Bosch

North Side Parking Lot Bosch

West Side Building Location Manufacturer IP Address

Heritage Gate Outbound Traffic Bosch Inbound Traffic Bosch

DVR

Bldg 755 Camera DVR HP ProLoriant DL380P Gen 8

License Plate Reader DVR Dell PowerEdge R220

Bldg 1575 DVR Bosch

The below cameras are currently being installed and under warranty until 1 May 2017 at which time they will be included in the contract.

1 May 2017

Bldg 1850 Shiloh Dorms Ceiling above gaming tables Bosch South East Stairwell Bosch

South West Stairwell Bosch Main Entrance Bosch West Side (Interior) Bosch West Side (Exterior) Bosch East Side Wall (Exterior) Bosch

Building Location Manufacturer IP Address

Bldg 1820 Belleville

Dorms

Ceiling above gaming tables Bosch

South East Stairwell Bosch South West Stairwell Bosch Main Entrance Bosch West Side (Interior) Bosch

Building Location Manufacturer IP Address

Bldg 1830 Mascoutah

Dorms

Ceiling above gaming tables Bosch

South East Stairwell Bosch South West Stairwell Bosch Main Entrance Bosch West Side (Interior) Bosch West Side (Exterior) Bosch East Side (Exterior) Bosch

Building Location Manufacturer IP Address

Bldg 1980 Commissary Top North East corner Bosch Breezeway Canopy Ceiling Bosch

Building Location Manufacturer IP Address

Bldg 1981 BX Top South East corner Bosch Breezeway Canopy Ceiling Bosch

Building Location Manufacturer IP Address

Bldg 1000 Visitor

Control Center Top West Corner Bosch

North East Corner Bosch Interior Waiting Area Bosch Interior Service Counter Bosch