SOW LABTRAC Enterprise.pdf

STATEMENT OF WORK

MEDICAL EQUIPMENT TECHNICAL SUPPORT SERVICE MAINTENANCE WITH NO

LOANER OPTION

GENERAL REQUIREMENTS: The effort required here under shall be performed in accordance with this Statement of Work and according to the manufacturer/industry standards.

SCOPE: INVENTRIX, will provide customer service support and maintenance for LABTRAC

Enterprise located at Naval Medical Readiness Training Unit Naval Base San Diego Regional

Dental Lab 2310 Craven Street, Bldg. 3230 , San Diego, CA. 92136, effective date shall be from date of award and shall extend for period of one year from such date. The vendor shall provide software and hardware and the storage area network throughout the San Diego region, customer care maintenance, product updates, upgrades, and technical support services for the

LABTRAC System. A technical support service extends to the version, revision level, and maintenance releases for the INVENTRIX, Labtrac System.

The vendor shall provide support and maintenance to include:

1. Unlimited calls into your support center for any problem the end user experiences with the

Labtrac System Software.

2. Automatic updates to the newest versions of the Labtrac System.

3. The vendor will assist users with the NAVY LABTRAC software and hardware issues and provide basic user training throughout the region and comprehensive training to ADL

(main Hub).

4. Issues need to be tracked by help desk support system provided by INVENTRIX or the site, to include incident detection, classification, and initial support, investigation, and diagnosis, resolution and recovery, incident closure and incident ownership, monitoring, tracking and communication.

5. Ability to draft, maintain and follow documentation procedures and processes as well as monitor maintenance logs and equipment databases.

The government shall have the right to extend the service agreement for three additional years at current quoted price.

Amendments: If during the annual term of this agreement, the government increases the product licensing level or purchases additional products, this agreement can be amended to include support for such additional products. Additional coverage will be determined at the time of purchase. Price shall be pro-rated so the term of the additional product coverage will expire on the annual expiration date of this agreement.

This agreement shall cover the following software

“Repair” means any (a) modification, adjustment, or replacement of the parts that corrects a malfunction by bringing the LABTRAC System to material conformity with the technical specifications of the LABTRAC System, or (b) a procedure or routine that, when observed in the regular operation of the LABTRAC System, avoids the material adverse effect of the applicable nonconformity.

LOCATION: NMRTU Naval Base San Diego Area Dental Lab, 2310 Craven Street, Bldg.

3230, Room . San Diego, CA. 92136-5596

NMRTC SAN DIEGO PREVENTIVE MAINTENANCE REQUIREMENTS:

a. Perform service repair/preventive maintenance to industry standards.

b. Ensure that only FULLY QUALIFIED FIELD ENGINEERS and TECHNICIANS who have gone through original equipment manufacturer (OEM) or comparable third-party service schools for the above-mentioned equipment, shall be employed in the performance of any and all work performed under this contract. Upon request, contractor shall provide training certificates

(or notarized copies) to the Material Management Department BIOMED division for verification.

c. Make repairs to the extent necessary (as determined by inspection tests or disassembly) to ensure a functional system that will efficiently serve its intended purpose.

d. Installation of system update changes to resolve specific product reliability problems.

Parts, hardware and upgrades, defined as those changes that enhance or add product features, are not included.

e. contractor shall perform all scheduled preventive maintenance as agreed upon during initial Contact with the Contract Administrator.

NMRTC SAN DIEGO CORRECTIVE MAINTENANCE REQUIREMENTS:

a. Correct inoperable condition in a timely manner. Immediately upon contract award, the contractor will provide Material Management Department BIOMED division, Naval Medical

Center San Diego, an emergency telephone number. Contractor will respond no later than 24 hours after telephone notification Monday-Friday, hours of 0700–1500.

b. Provide only the work necessary to restore the equipment to a serviceable/operating condition by adjustments, replacement parts, or minor repairs when it is determined that extensive repairs and parts replacements are not necessary.

c. Equipment improvements/modifications shall be made only upon Material Management

Department, Biomed Repair Department written approval and direction.

d. Notify the Material Management Department, Naval Medical Center San Diego, Biomed

Repair Department immediately upon receipt of OEM or replacement parts/equipment safety recalls notices.

e. Ensure that original design and functional capabilities will not be changed, modified, or altered unless the Material Management Department, Biomed Repair Department, Naval Medical

Center, San Diego authorizes such changes in writing.

f. Provide suitable OEM recommended repair equipment/tools required for the satisfactory execution of all repairs made.

g. Furnish manufacturer OEM approved lubricants and lubricate wear points within the equipment.

h. Extend to the Government all commercial warranties on replacement parts, consistent with standard industry inventory.

TRAVEL AND RELATED EXPENSES: Contractor shall be responsible for its service-related trip expenses including round trip travel, mileage, and overnight living expenses.

RESPONSE TIME: Contractor shall use commercially reasonable efforts to:

a. Respond by telephone to any report of a malfunction requiring repair within two (2) hours of notification by NMCSD Monday – Friday, 07:00-1600.

b. Provide on-site support within one two (2) hour notification by NMCSD personnel.

TITLE TO EQUIPMENT: Contractor shall not assume possession or control of any part of the equipment. The government retains ownership to title thereof.

LIABILITY: The Contractor shall not be liable for any loss, damage, or delay due to any cause beyond his reasonable control including but not limited to, acts of government, strikes, lockouts, fire, explosion, theft, floods, riot, civil commotion, war, malicious mischief or acts of God.

UTILITIES: The Contractor may use Government utilities, (e.g., electrical power, compressed air, and water) that are available and required for any service performed under this contract. The building engineer, to ensure compatibility with the Naval Medical Center's electrical wiring and equipment, must approve contractor electrical equipment.

SHIPMENT: The contractor shall not exceed two (2) business days of shipment for all equipment coming from and going to Material Management Department, Biomed Repair

Department, Naval Medical Readiness Training Center San Diego.

ACCESS TO EQUIPMENT: Contractor shall be provided reasonable access to all equipment that is to be serviced and utility outlets required to do the service. The contractor shall be free to start and stop all primary equipment incidentals to the operation of the maintained equipment after permission is received from on-duty personnel responsible for such equipment.

GOVERNMENT PERSONNEL: NMRTC San Diego employees will not perform maintenance or attempt repairs to equipment while such equipment is under the purview of this contract unless agreed to in writing by the contractor.

PARTS AVAILABILITY: To ensure minimal equipment downtime, contractor shall maintain replacement repair parts and materials necessary to perform each repair or supply said parts and materials within two (2) business days.

LABOR: All compensation for labor from the hours of 0700-1600. Local PST Time is included in the contract price. Any labor performed outside of this timeframe is not included in the contract pricing. If service becomes necessary to be performed between 1600-0800, NMCSD

Biomedical Repair Division shall be notified prior to performance. Parts and materials: All compensation for parts and materials is included in contract price.

PARTS/SUPPLIES QUALITY: Parts and Supplies provided under this contract shall be new.

SECURITY REQUIREMENTS: Contractor will be required to contact the Medical Repair

Branch at to submit the required information to complete the NBSD RAPID

GATE access to NMRTC (www.RAPIDGate.com) or call 1-877-RAPIDGate 72 hrs.(4) days prior to prior to scheduled visits. In the case of emergent repairs/service, the contractor will wait at the main gate for an escort from Medical Repair Branch personnel.

CONTRACTOR CHECK-IN/CHECK-OUT: Contractor is required to report to the Material

Management Department, Biomed Repair Department, Build 1, Ground Floor, Room GD-18H1

Naval Medical Center San Diego, for Visitor Badges during the hours of 0800-1600, Monday through Friday, prior to and upon completion of any service/repair performed.

FIELD SERVICE REPORTS: Contractor shall furnish a written or electronic vendor supplied Field Service Report (FSR) to the Duty Staff at:

Naval Medical Readiness Training Center, San Diego

Bio Medical Repair

Building 1, Ground Floor, Room GD-18H1

Phone:

Fax: 6

Or electronically at:

The contractor, or his representative, shall complete the vendor supplied Field Service Report to include the following:

Contractor Name

Technician’s Printed Name, Telephone Number and Signature

Date and Time of Arrival

ECN (Equipment Code Number) and Serial Number

Time Expended Repairing/Service; Labor Hours, Rate and Materials

Summary of Work Performed and Accepted by End-User (Government Representative’s

Printed Name and Signature)

All Field Service Reports shall be submitted within 72 hours of completion of service.

Completed Field Service Reports are Required

Prior to Acceptance of any Invoice.

PREVENTIVE MAINTENANCE AND REPAIR SERVICE SCHEDULES

SERVICES SHALL BE REQUIRED BASED UPON THE FOLLOWING AGREED

SCHEDULES:

PREVENTIVE MAINTENANCE: (Check One)

______ One (1) time per fiscal year: (Annual Maintenance)

______ Two (2) times per fiscal year:

X Four (4) times per fiscal year: December, March, June, September

______ Daily (7) days per week, 24-hour coverage

REPAIR: (Check One)

______ Monday - Friday, 0700-1600

__X__ Seven (7) days per week, 24-hour coverage