ATTACHMENT_A-_SOW.doc

FEDERAL EMERGENCY MANAGEMENT AGENCY

(FEMA)

STATEMENT OF WORK

COPIER MAINTENANCE REPAIR/SERVICE CONTRACT

1.0

SCOPE

The Louisiana Recovery Office (LRO) requires a Contractor to provide Copier Maintenance and Support Services. The Government’s intent is to award one (1) purchase order to support the SOW for copier maintenance services for both the New Orleans and Baton Rouge location. Based on responses received from this RFQ, the Government reserves the right to award one (1) purchase order for the New Orleans office and one (1) purchase order for the Baton Rouge office. Prospective offerors may submit price quotes for both the New Orleans and Baton Rouge locations or only the New Orleans or Baton Rouge location.

The contractor shall provide Scheduled Maintenance, Service Repairs Calls to FEMA Canon copiers (see attachment A) at both FEMA LRO locations. The contractor shall provide all Toner, Staples and Replacement parts to be included in the monthly maintenance pricing and provide to FEMA on an “as needed” basis.

2.0

BACKGROUND

The Louisiana Recovery Office (LRO) Logistics Department seeks a quote to provide maintenance and repair services for twenty-six (26) copy machines located among two (2) LRO locations within the State of Louisiana. The LRO also seeks to purchase along with maintenance and repair services delivery to each site of toner related consumable supplies for the equipment associated with the equipment listed in this RFQ.

3.0

GENERAL REQUIREMENTS

3.1

COPIER MAINTENANCE AND SUPPORT

The Contractor shall maintain all copiers in accordance with the manufacturer’s recommendations. All work shall be performed at the LRO facility premises unless specifically authorized. The Contractor is responsible for providing maintenance for all copiers at the two (2) locations identified in Section.

3.2

METER READING AND REPORTS

The Contractor shall be responsible for providing meter readings for all copiers. The Contractor shall outline its approach in tracking the number of pages used per unit and provide monthly reports for management review. The Contractor shall prepare quarterly reports listing all equipment on the periodic maintenance schedule.

3.3

MAINTENANCE

Maintenance defined as factory-recommended replacement of worn parts based on time or throughput on machine. Includes “preventive maintenance”. Machine may still be operable.

i) Need for vendor action is identified by any of the following:

(1) Contractor’s remote monitoring if available, or POC-verified estimate.

(2) Contact initiated by POC/user

(3) Contractor’s on-site inspection

ii) Need is addressed by vendor

(1) Schedule with POC a site visit to perform maintenance work

(2) Perform maintenance work as scheduled.

(3) Record site visit including machine ID, date and work performed.

iii) Fulfillment of need is recognized by POC

(1) Sign-off on successful completion of work performed.

3.4

REPAIRS

Repairs are defined as Contractor action needed to effect the continued operation of the system in accordance with manufacturers’ specifications. Machine is not fully operable. Includes diagnostics, providing and installing replacement parts, clearing persistent or severe paper jams and correcting any error messages indicating a defect in the machine’s operation. Standard response is eight (8) business hours; High priority response is four (4) business hours for devices identified in advance by the COTR.

i) Need is identified by any of the following:

(1) Contractor’s remote monitoring of the device if available

(2) Contact initiated by POC/user

(3) Contractor’s on-site inspection

ii) Identification by the POC or prior agreement whether high-priority response (within 4 hours) is required.

iii) Need is addressed by Contractor

(1) Schedule with POC site visit to perform repair

(2) Provides any necessary parts.

(3) Record site visit or delivery including machine ID, date, and work performed.

(4) Repeat 2.c.i – 2.c.iii above if return visit is needed to complete repairs.

(5) Records labor and parts to be invoiced.

iv) Fulfillment of need is recognized by POC

(1) Sign-off on successful completion of repair, including labor time.

(2) Evidence of repair (e.g. test print of document, not test page) in hand

2.0 PRICING

The contractor shall provide a firm fixed price (FFP) quote to perform the following services.

3.0

PERIOD OF PERFORMANCE

The Period of Performance will be from date of award through September 1, 2016 for the base period with (3) option periods.

SUMMARY OF REQUIREMENTS

4.0 CLIN 0001 – Scheduled Maintenance Scheduled Maintenance shall commence on a mutually agreed to day which will be written into the maintenance contract. Scheduled Maintenance service may be discontinued at any time by the Government at any time by giving to the authorized dealer, thirty (30 days prior written notice.

a. Scheduled Maintenance: The Contractor shall examine, clean, lubricate, test, adjust the equipment, and as conditions warrant every 90 days. The Contractor shall ensure that each copier repairs are in accordance with Original Equipment Manufacturer standards. The Contractor shall ensure that each copier operates as originally designed and installed. The Contractor shall provide tools, equipment, materials and labor necessary for performing maintenance services on assigned copiers. All parts replaced shall be new and shall be of a quality equal to, or better than, the part being replaced.

5.0 CLIN 0002 – Service Calls/Repairs The Contractor shall provide tools, equipment, materials and labor necessary for performing service calls on assigned copiers. During the business hours of 8:00 am. to 4:00 pm. (local time), Monday through Friday (excluding Federal holidays), the Contractor shall respond to verbal or written requests from the designated personnel for service calls. Contractor shall service the copier within 8 business hours (for locations within 30 miles) or within 16 business hours (for remote locations – over 30 miles) after the verbal or written request for the service call. The Contractor response time on a service call starts, when the designated personnel places a verbal request for a service call or a written service call request is received by the Contractor, whichever is earlier. If a time extension on the repair is needed, Contractor shall submit a written or verbal request to the COR (Contracting Officer Representative), within the repair window specified above, explaining the need for extension and the proposed time for completion of repair. Contractor shall maintain a maintenance log/ticket to catalog all service requests, the action taken, time expended, date completed and the name of the technician who completed the service call. The maintenance log shall be made available to the Contracting Officer or COTR, on request.

6.0 CLIN 0003 – Emergency Maintenance

The Contractor shall provide emergency maintenance services to copiers identified by the COR as needing repairs. Technicians should be dispatched immediately to fix the problem and arrive no later than four (4) hours from the time of initial call to the copier site location. Contractor shall provide a toll free emergency Help Desk telephone number for FEMA personnel to call for field technical support assistance after normal business hours.

When the Contractor has backordered repair parts for copier or is otherwise unable to repair copier within four (4) hours of receiving the emergency service call request, the contractor shall submit a written or verbal notice on when a unit can be back in service. No copier shall be out of service no more than three (3) business days from the time the contractor received notification form the COR that the parts cannot be provide during emergency maintenance. Contractor shall provide the following toll free emergency Help Desk telephone number for FEMA personnel to call for field technical support assistance after normal business hours.

6.0.1 Emergency Maintenance Area of Responsibility – Emergency maintenance shall generally be required in response to, but not limited to one of the following issues:

a. Electrical failure (excluding local power company failure, or for termination of service due to non-payment).

b. Electrical shock

c. Machine won’t power up

d. Toner spilling

e. Poses a threat to person and property 7.0 Site Locations

· 1100 Robert E Lee Blvd., New Orleans, LA 70124 and

· 1500 Main Street, Baton Rouge, LA 70814 8.0 Cancellation of Maintenance Agreement

The Government may terminate the Maintenance agreement or remove any machine from the agreement with thirty (30) days prior written notice to Contractor.

9.0

QUALIFICATIONS

The Contractor shall provide personnel possessing appropriate skill-sets for the work performed and the degree of skill of the individuals shall be commensurate with that required for the work. The Contractor shall use certified and licensed personnel to perform the work where licenses are required.

It shall be the Contractor’s responsibility to ensure that all subcontractor personnel meet or exceed Industry Standards and that all sub-contractors are provided a copy of this SOW and all information regarding work assigned (if applicable). The Prime Contractor is responsible for flow of information to the subcontractors at any tier level.

10.0

AWARD

The Government’s intent is to award one (1) purchase order to support the SOW copier maintenance services for both the New Orleans and Baton Rouge location. Based on responses received from this RFQ, the Government reserves the right to award one (1) purchase order for the New Orleans office and one (1) purchase order for the Baton Rouge office. Prospective offerors may submit price quotes for both the New Orleans and Baton Rouge locations or only the New Orleans or Baton Rouge location.

This Statement of Work (SOW) shall be awarded to qualified and experienced contractor with offices located and performing business within the State of Louisiana only. The contract award will be based upon a fair and reasonable price to the Contractor and Government that is the lowest price technically accepted (LPTA).

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