PinPoint II-R Statement of Work.pdf

Statement of Work

PinPoint II-R Diagnostic System Support Agreement

Offutt AFB, NE

1. Description of Services. The contractor shall provide all necessary labor, tools, diagnostic equipment, software updates, troubleshooting, training and materials to perform system support on the PinPoint II-R System at Offutt AFB. All services rendered shall be in accordance with all federal, state, local laws and regulations, manufacturer’s instructions, industry standards, commercial requirements, copyright laws, and this Statement of Work by properly trained and qualified personnel.

2. Scope of Work. The scope of the system support coverage ensures the PinPoint II-R System remains up-to-date and operational. This plan includes preventative maintenance and optimization of the precision hardware, the replacement of faulty hardware, system calibration, software updates, technical support, and training on the use of the PinPoint II- R System.

2.1 Support. The contractor shall provide fully trained technicians for support on the

PinPoint II-R, Model Number P2R-14’s hardware and software. Vendor’ support agreement shall include the following:

a. Hardware priority return to factory.

i. Customer is responsible for shipping charges to Vendor

ii. The decision to repair or replace a board or component rests solely with the Vendor.

b. Courtesy card replacement during repair.

i. Vendor shall make this service available, when repairs will likely exceed

72 hours from receipt of hardware, a courtesy replacement (subject to customer paying for shipping charges).

c. Calibration (return to factory, based on configuration requirements).

i. Vendor shall provide one (1) annual calibration each for the P2C, P2A, and P2I or VTC.

ii. Customer responsible for shipping charges to Vendor.

d. Software

i. Vendor shall provide software upgrades, accessible on corporate website.

ii. Vendor shall provide library upgrades, accessible on corporate website.

iii. Vendor shall provide a site license for two (2) offline programming systems (laptop or desktop).

e. Technical Support

i. Vendor shall provide access to technical support staff by phone, email or remote desktop.

ii. Vendor customer support shall be available during standard operating hours, 8:30 a.m. to 5:30 p.m. EST, Monday through Friday, excluding holidays.

f. Training

i. Vendor shall provide two (2) training credits per warranty year per system, (one person for 2 classes or 2 people for one class).

g. Repairs

i. Vendor shall provide all quality repaired/replacement units and parts.

ii. Vendor agrees to ship all parts, required for the performance of this agreement, to the customer at no additional charge.

3. General Information. Normal hours of operation are Monday through Friday 0730 to 1630 excluding federal holidays. The following federal holidays are observed:

January 1 New Year’s Day 3rd Monday in January Martin Luther King, Jr. Day 3rd Monday in February President’s Day Last Monday in May Memorial Day July 4 Independence Day First Monday in September Labor Day Second Monday in October Columbus Day November 11 Veteran’s Day Fourth Thursday in November Thanksgiving Day December 25 Christmas Day