RFI SOW.docx

STATEMENT OF WORK

FOR

EXTENDED SERVICE/REPAIR CONTRACT

AND

ENGINE HEALTH CENTER SUPPORT

Of JetSCAN INSTRUMENTS AND EQUIPMENT

Purpose: This statement of work defines the work to be performed for extended service/repair support and engine health center support for the fielded JetSCAN instruments.

Applicable Documents:

1. JetSCAN Product Specification

1. JetSCAN Operators Manuals for RR F402-RR-408

1. JetSCAN Environmental Conditions

1. CARL ZEISS Electron Microscopy Limited Warranty

1. CARL ZEISS Electron Microscopy Limited / Software License Agreement

1. Uninterruptible Power Supply (UPS) Warranty

1. Uninterruptible Power Supply (UPS) Environmental Conditions, Maintenance & Service

1. JetSCAN P.M. and Return to Ready for Issue (RFI) Certificate

Statement of Work

1.1 The Contractor shall provide extended service/repair support coverage for all JetSCAN equipment identified in Table 1 (located at the bottom of this document). “JetSCAN equipment” in addition to the Scanning Electron Microscope/Energy Dispersion X-ray (SEM/EDX), includes all software and peripheral components that are part of the equipment package purchased from the Contractor such as Personal Computer (PC), vacuum pump, and Uninterruptible Power Supply (UPS). The extended service/repair support shall provide for the repair and/or replacement of any such equipment exhibiting defects in materials and workmanship for a period of twelve (12) months, with three (3) option years. In addition, under said service/repair support, contractor shall provide diagnostic support in response to reported equipment problems, facilitate resolution of the identified problem(s), and prescribe/ engage in other forms of support as necessary/obligatory to restore equipment performance. The U.S. Government (hereafter known as “the Government”) shall not incur any charges to cover costs for labor, travel, and replacement parts accrued in the fulfillment of service/repair support – exceptions for travel and accommodations as defined in (“Repair Locations”) are subject to change due to the Government’s mission. When/if changes to Table one (1) and two (2) occur, i.e. changes to the “Home-Bases” or the “Repair Locations”, the Contractor and the Government will issue a mutually agreed upon contract modification.

No service/repair support coverage applies to:

· Consumable parts or consumable components

· Products repaired or modified by the Government or third parties not authorized by the Contractor

· Products used in violation of instructions for use

1.2 The Contractor shall provide three levels of support under said extended service/repair support coverage:

1.2.1 First level of support (hereafter known as “Level-one support”) involves the user/customer communicating their problem via telephone and/or e-mail to a service/repair support center (JetSCAN Help Desk; see paragraphs 1.7, 1.8 and 1.9). The Contractor shall attempt to guide the user towards resolution of the problem at issue.

The Contractor shall respond to Level-one-issues twenty-four (24) hours per day, seven (7) days per week, and three hundred sixty five (365) days per year, for the contract period of performance (POP).

1.2.2 Second level of support (hereafter known as “Level-two support”) shall be employed if Level-one support does not bring resolution after twenty-four (24) hours elapse from the time of initial communication (acknowledgement) of the problem. Level-two support entails establishing a remote data link (via telephone/satellite), to be provided by the Government, between the Contractor facilities and the equipment needing service/repair, when available. The Contractor will thus remotely perform diagnostics and attempt to guide the user towards resolution of the problem at issue. In areas where a dedicated line is not available to facilitate remote diagnostics, an additional forty-eight (48) hours of Level-one support will be allowed to resolve the issue. If the issue is still not resolved after the additional forty-eight (48) hours, support will go directly from Level-one to Level-three support. Level-two support shall be available twenty-four (24) hours per day, seven (7) days per week, and three hundred sixty five (365) days per year, for the contract period of performance (POP).

Maximum time allowed the Contractor for resolving a Level two support issue is twenty-four (24) hours from the time of initial communication (acknowledgment).

1.2.3 Third level of support (hereafter known as “Level-three support”) shall be employed when problem resolution is not achieved within twenty-four (24) hours of initial establishment/ engagement of a remote data link specified in Level-two support, or seventy-two (72) hours of Level-one support where a dedicated line is not available. Level-three support entails the Contractor dispatching a repair technician to perform diagnostics and repairs at the location where the affected equipment is “home based” (Table one (1)). In cases where commercial transportation to and/or accommodations at an operating location are not available or suitable, the Government will assist with or provide transportation and accommodations as necessary. In these cases the Government will determine whether it is beneficial to use Government transportation and/or accommodations. The Government is responsible for assisting in obtaining the necessary security passes for access to their installations.

1. Maximum time allowance for the Contractor resolving a Level-three issue is as follows:

1. Once on-site Level-three support is deemed necessary, seventy-two (72) hours are allowed for the Contractor to arrive on site (not to include any Government caused delays). From time of arrival, forty-eight (48) hours are allowed for resolving the cause of the identified problem and initiating corrective action. Not including the time required for delivery of replacement parts, final problem resolution shall not take more than twenty-four (24) hours from time all replacement hardware/equipment/tooling required is available.

1. If it is determined that off-site Level-three repair is required, the Government will ship the JetSCAN® equipment to a repair location identified in Table 2 (located at the bottom of this document).

· Once the Contractor is notified of JetSCAN® equipment receipt at the off-site repair location, repair shall begin within seventy-two (72) hours of said notice.

· Final problem resolution shall not take more than twenty-four (24) hours from time all replacement hardware/equipment/tooling required is available.

1.2.3.1 If required replacement hardware/equipment/tooling is not readily available, it shall be in route within twenty-four (24) hours using express delivery with traceable means. If required replacement hardware/equipment/tooling is not delivered within seventy-two (72) hours, the Contractor will provide shipment-tracking information to the Government in accordance with (IAW) Repairs /Adjustments Report Contracts Deliverable Requirements List (CDRL) A001.

1.2.3.2 Where shipment for replacement hardware/equipment/tooling to Department of Defense (hereafter known as “DoD”) bases via commercial courier is impossible or is not practical due to excessive delays/customs restrictions/hostilities, the designated Fleet Liaison will make arrangements to the site shall be used. In this case the Contractor will pay for traceable, express shipment to and from the specified DoD bridgehead. The Contractor will make all necessary arrangements with DOD in this respect.

1.3 Once repairs are accomplished, the Contractor will provide an on-site itemized list to the Government IAW CDRL A001.

1.3.1 The extended service/repair support shall remain in full force regardless of where the covered equipment is deployed. The Government shall ship “deployed” equipment requiring Level-three support back to its home-base (Table one (1)) or, depending on deployment location, to the nearest repair site to include the following locations: (Table two (2)).

1. Service schedules shall apply as defined in Paragraphs 1.2.1 through 1.2.3.c.

1. Additional requirements shall apply as defined in Paragraphs 1.2.3.1 and 1.2.3.2.

1.4 JetSCAN equipment will be located in three location categories: Continental United States (CONUS), Overseas Continental United States (OCONUS), and designated ‘High Risk Areas’ (The State Department/Foreign Office’s travel advisory shall be the guideline for determining designated “High Risk Areas”). JetSCAN equipment requiring Level-three repair that are located in designated High Risk Areas, shall be shipped by the Government to a designated repair location listed in Table two (2). Once the Contractor is notified of JetSCAN receipt, extended service/repair support coverage will apply as defined in Paragraph 1.2 through 1.2.3.2.

1.5 JetSCAN equipment located in classified areas requiring extended service/repair support shall be shipped via express traceable means by the Government to a repair location identified in Table two (2). Once the Contractor is notified of JetSCAN equipment receipt, extended service/repair support coverage will apply as defined in Paragraphs 1.2 through 1.2.3.2.

1.6 The Contractor shall inform all affected JetSCAN equipment users on how to contact a customer support manager. The customer support manager will address the concerns and needs of the Government customer and act as coordinator for all support.

1.7 The Contractor shall provide the JetSCAN equipment user with instruction on how to contact the CONUS and OCONUS (European) service/repair support centers by e-mail and telephone. The Contractor shall provide a toll free telephone access within CONUS and OCONUS (Europe).

1.8 The Contractor shall provide Level-one and Level-two service/repair support center coverage twenty-four (24) hours / seven (7) days a week / three hundred sixty-five (365) days a year.

1.9 The Contractor shall maintain the JetSCAN equipment manuals on Core Control (website) and provide updates as required and approved by the Government, IAW CDRL A001.

1.10 The Contractor shall provide a secure web site with user name / passwords to all JetSCAN equipment sites.

1.11 The Contractor shall provide a yearly Preventative Maintenance (PM) service to all JetSCAN equipment identified in Table one (1).

1.12 At the Government’s direction, the Contractor shall uninstall Government owned engine specific algorithm license/software from designated machine serial number JetSCAN equipment IAW CDRL A002.

Should the Government desire to install the engine specific algorithm license on another JetSCAN unit, the license must be re-coded at the factory to match the serial number of the new JetSCAN unit. In such instances, the Contractor shall provide a price proposal to the Government for the effort in IAW CDRL A002.

1.13 The Contractor shall provide two (2) three (3)-day refresher training courses during the contracts POP. The courses will be held at mutually agreed locations and on mutually agreed dates.

1.14 The warranty service contract includes coverage for Accidental Damage up to an aggregate limit of two hundred thousand dollars (US) ($200.000.00) (including labor and material) per JetSCAN. For repair of Accidental Damage, Excluded Damage and any Accidental Damage covered by an insurance policy in excess of such limit, the Contractor is to evaluate the damaged JetSCAN equipment and shall provide the Government in writing with the cost to repair IAW CDRL A001. Upon approval by the Government, the Contractor shall repair the damaged JetSCAN equipment with a not to exceed cost of $200,000.00 (US).

1.15 To control the process monitoring for site environmental operating conditions and warranty, the Contractor shall institute a process of tagging out of spec, any individual sites that do not meet the environmental operating requirements. The Contractor shall notify the Government, in writing, when the Contractor becomes aware of a site that is operating outside of the specification. This will generally be as a result of a service visit.

From that point the site shall be tagged, and the Contractor will reserve the right to charge for repairs and breakdowns at the Contractor’s discretion until the site is operating within the specification and is untagged. A service visit may be required to confirm this.

There shall be no rebate of service and warranty contact charges for the tagged period.

This affects all components within the system, as the warranty considers the JetSCAN equipment as a whole and does not differentiate individual coverage on a component level.

Warranty coverage shall be reestablished when the site conditions are restored to the specified environmental range, provided that the JetSCAN equipment is fully functional and undamaged when environmental operating conditions are restored and verified by the Contractor with a site visit by the Contractor service engineer at their option. The Contractor reserve the right to charge for this site inspection.

1.16 This extended service/repair support shall apply to the specific number of DoD owned JetSCANequipment defined by Serial Number (Table one (1)) and is conditional upon the Government ensuring the following requirements:

0. Cadre training is provided by the Contractor upon initial delivery and installation of the JetSCAN equipment. Only properly trained personnel will operate the JetSCAN equipment. Recurring or initial training of new operators after the initial training provided by the Contractor upon delivery and installation of initial JetSCAN equipment is the responsibility of the Government. If the Government requests recurring initial training be provided by the Contractor. The Contractor will provide a price proposal to the Government for that effort IAW CDRL A002.

0. The availability at all times of a complete Level A spares kit with each JetSCAN equipment. The parts should be stored appropriately, and the Government will notify the Contractor as soon as an item from the kit has been utilized in order to ensure prompt (free of charge) replacement of said item.

0. The access and proper use of an Uninterruptable Power Supply System, authorized by the Contractor throughout the operational life of the unit.

0. Whenever the mission allows, the Government will provide notification in a timely manner, not to exceed fourteen (14) days, to the Contractor of JetSCAN equipment repositioning from CONUS to OCONUS and/or OCONUS to CONUS locations.