Statement of Work_Bldg 156 Rockwell Software Support_8.30.22.pdf

Statement of Work (SOW) Project: Building 156 Waste Treatment Plant Rockwell Automation/Allen-Bradley

Software Service Contract

GENERAL INFORMATION

1.0 Scope of Work: The USDA requires a maintenance contract to provide Original Equipment Manufacturer (OEM) authorized service, support, and maintenance for Rockwell Automation/ Allen-Bradley software and located at the USDA Laboratory facility located in Ames, Iowa.

2.0 Background: The USDA requires a maintenance contract to provide OEM (Original Equipment Manufacturer) authorized service, support, and maintenance waste treatment plant controls hardware and software located at the facility in Ames, IA. Proper maintenance utilizing OEM parts is critical in ensuring operational and system integrity.

Only OEM Rockwell Automation/ Allen-Bradley parts and service from the Rockwell Automation/ Allen-Bradly distribution system may be used with Rockwell Automation/ Allen-Bradley equipment. The contractor must have the proper Rockwell Automation and Allen-Bradley software, hardware, and licensing to work on Rockwell Automation and Allen-Bradley software, hardware and related equipment. The contractor must have 10 years’ experience servicing, supporting, and maintaining Rockwell Automation/ Allen-Bradley equipment. Awarded contractor shall provide documentation showing experience. All work shall be scheduled 2 weeks in advance with management personnel located at the site utility plant. All work shall be completed in the 12-month period of coverage as detailed below.

Contractors shall supply a Quote on their letterhead. Quoted price MUST INCLUDE complete breakout of all Materials, Labor (including labor rates), Equipment, Freight or Shipping, as well as any applicable Duties, Brokerage, or Custom’s fees. It is anticipated that a fixed Price Contract will be awarded. Award will be made for a 1-year base period with four optional 1-year annual renewal periods. The decision not to renew will be at the sole discretion of the USDA.

Base Period – September 30, 2022-September 29,2023 Option Year 1 – September 30, 2023-September 29,2024 Option Year 2 – September 30, 2024-September 29,2025 Option Year 3 – September 30, 2025-September 29,2026 Option Year 4 – September 30, 2026-September 29,2027

Contractor shall be able to respond emergency calls regarding warranty claims for service, support, and maintenance work 24 hours per day and 7 days per week.

CONTRACTOR REQUIREMENTS

3.0 Technical Requirements/Tasks:

The following OEM authorized service, support, and maintenance work shall be performed by OEM trained technicians on the products listed in this statement of work.

1. Real-time, 24/7 support for standard and advanced product and programming software along with proactive follow-up.

2. A single point of contact for resolution.

3. The contract will provide unlimited phone support during the duration of the contract period.

4. Remote desktop technology for troubleshooting and product configuration.

5. Self-assist support access to the online software knowledge database.

6. Software maintenance updates and emergency software replacement.

7. On-demand access to the library of technical seminars.

8. On-demand access to work instructions for the repair and maintenance of Allen-

Bradley hardware.

9. Local telephone numbers.

10. Software update downloads.

11. Knowledge base technical note access.

12. Access to interactive forums.

13. Access to product notifications.

14. Access to manage service tickets.

15. Access to submit questions by email.

16. Phone support for technical assistance for installation, configuration, troubleshooting, diagnosis, basic instruction programming and best practice recommendations.

17. Cases will be handled with priority and automatic escalation. If an answer is not immediately available, the USDA will be called back with a progress update.

18. If the case cannot be resolved on the initial call, the USDA will receive a follow-up call to confirm the problem was resolved or to continue troubleshooting if needed.

19. Support Levels:

Description Support Level Service Level

Information Automation Software

System Support 24 x 7 x 365

HMI Software System Support 24 x 7 x 365

20. Product Coverage Details:

Product Family & Software Serial Numbers

Description Install Count

9800-PC24INFAUT Information Automation Software

9356-PRO2200 1

1129008538 FT Transaction Manager Prof 300T

ESD S/W

9800-PC24HMICOM

HMI Software

9701- 1

VWSS000CW10LENE

3782005521

FT View SE Srvr Unl W/10 RW Cli

ESD S/W

4.0 Government Furnished:

A. Work Hours:

a. Regular work hours for the site are 7:00am to 4:30pm, Monday through Friday, excluding Government holidays.

B. Work Outside Regular Work Hours:

a. Work scheduled outside regular work hours, including late hours, Saturdays, Sundays, and Government holidays, require Contracting Officer’s Representative (COR) approval in advance. Make application to the COR at least 5 calendar days prior to such work to allow arrangements to be made by the Government for access to the work area and inspection & monitoring arrangements. Requests shall include the exact dates, hours, location, and purpose of the exception.

If approved, the COR will coordinate access with the site security office.

5.0 Deliverables / Schedule:

Performance Requirements

Required Services

Performance Objective Performance Requirement

OEM (Original Equipment Manufacturer) software

OEM Rockwell Automation software and licensing

The contractor must have the factory authorized software and licensing to work with Rockwell Automation software and hardware.

OEM (Original Equipment Manufacturer) software

OEM Allen Bradley software and licensing

The contractor must have the factory authorized software and licensing to work with Allen Bradley software and hardware.

OEM (Original Equipment Manufacturer) hardware

OEM Rockwell Automation hardware and licensing

The contractor must have the factory authorized hardware and licensing to work with Rockwell Automation hardware and software.

OEM (Original Equipment Manufacturer) hardware

OEM Allen Bradley hardware and licensing

The contractor must have the factory authorized hardware and licensing to work with Allen Bradley hardware and software.

Support calls Issue resolution Calls will be routed to a Rockwell Automation engineer with multiple years of proven controls system experience.

Support calls Issue resolution Real-time, 24/7 support for standard and advanced product and programming software along with proactive follow-up.

Support calls Issue resolution A single point of contact for resolution.

Support calls Issue resolution Unlimited phone support during the duration of the contract period.

Support calls Issue resolution Remote desktop technology for troubleshooting and production configuration.

Support calls Issue resolution A local telephone number.

Support calls Issue resolution Software update downloads.

Support Calls Assistance Technical assistance for installation, configuration, troubleshooting, diagnosis, basic instruction programming and best practice recommendations.

Software support

Updates and emergency replacement

24/7 support for updates and emergency software replacement.

Notifications Product notifications Timely awareness of production notices.

Service tickets Access Access to manage service tickets.

Support Support by email Access to submit questions by email.

Case handling Escalation If the case cannot be resolved on the initial call, the USDA will receive a follow-up call to confirm the problem was resolved or to continue troubleshooting if needed.

Case handling Escalation Cases will be handled with priority and automatic escalation. If the answer is not immediately available, the USDA will be called back with a progress update.

Self-assist support

Issue resolution On demand access to the online software knowledge database and technical notes.

Self-assist support

Issue resolution On demand access to the library of technical seminars.

Self-assist support

Issue resolution On demand access to work instructions for the repair and maintenance of Allen-Bradley hardware.

Self-assist support

Issue resolution Access to interactive forums.

6.0 Contractor’s Key Personnel: Support calls will be routed to an engineer with 2 years of Rockwell Automation and Allen-Bradley control systems expertise.

7.0 Place of Performance: National Centers for Animal Health, 1920 Dayton Ave., Ames, Iowa.

8.0 Period of Performance: 12 months from date of award.

9.0 Technical Point of Contact: Troy Dailey, 515-450-2534, troy.dailey@usda.gov.