SOW_.pdf

Statement of Work – Instrument Repair Service Contract for Agilent DD2 600MHz NMR

Under the terms of this service agreement the service-repair contractor will diagnose problems, provide parts and on-site repairs (without cost or incident thresholds), update software, provide loaner probes during repairs, provide unlimited end-user phone support for troubleshooting, setup and usage advice, including pulse-sequence programming, with the exclusion of the magnet and magnet components. All work performed under this contract are to be one with the goals of restoring the system to its original capabilities and minimizing downtime.

Minimum Acceptable Specifications:

Service must be provided by authorized dealer, authorized distributor, or authorized reseller of Agilent DD2 600MHz NMR instrument or Certified Agilent DD2 600MHz NMR Repair Technician Service with trained personnel and replacement parts in-stock, and facilities to repair parts.

Service must include:

1. All replacement parts for the instrument and labor costs for repairs, including:

a. all console components, ancillary components (including, but not limited to: VT controller, FTS, pneumatic router, RF Frontend, Protune module, and MAS controller), as well as four room temperature probes.

b. disk drives, power supplies, frequency synthesizers, preamplifiers, transmitter and receiver modules, all associated interconnections, printed circuit boards, cable and wiring harnesses, and any other parts required to restore instrument to specifications and capabilities at time of original installation.

2. Software support and updates, when available, including assistance with implementing new pulse sequences consistent with the instrument’s available technologies.

3. On-site response time for repairs must be within an average of 2-3 business days of first contact, without prior approval. (The need for a prior approval would limit and impede the repair of the instrument.)

4. Replacement parts must be guaranteed to be from the original manufacturer. All parts required for repair are to be made available on an exchange basis free of charge, including those required for repair of console and up to four room temperature probes. With the goal of restoring original capabilities and reducing downtime.

5. Repaired or replacement parts are to be shipped as soon as possible and must normally shipped to arrive the next day.

6. A Loaner Probe Program is to be available for when customer’s probe is being repaired, and be provided within reasonable time constraints. This includes the loan of an optional ProTune module, if necessary to ensure complete repair. The loaner probe should have similar capabilities but need not be identical. (This program is essential, as probe repairs can require a month or more, hence a loaner probe minimizes downtime and maintains research continuity.)

7. There must be no thresholds associated with the repairs, regardless of whether such thresholds are cost per incident or number per year, nor any other type of threshold. (Such thresholds limit and impede the repair of the instrument, preventing work from being done.)

8. Annual Preventative Maintenance.

9. Unlimited and direct Telephone Support with the actual provider of service and repair (not an intermediary) at no additional cost and with a call-back response time within a maximum of four (4) hours. This may be used to:

a. isolate and resolve hardware and software problems

b. correct usage problems or provide additional user instructions and advice

c. provide on-site hardware troubleshooting and repair (within the standard response times)

d. improve system functionality and discuss experimental set-up and optimization.

e. Provide support for programming or implementing new pulse-sequences, consistent with instrument’s available technologies.

10. All manufacturer recommended modifications for reliability or performance enhancement without additional expense.

11. The end user of the equipment must be able to communicate directly with manufacturer for

ALL repair services, throughout the process.

Requesting Base Plus 4 Options. Estimated PoP 22 April 2024 – 21 April 2029