Statement of Work.docx

Statement of work for service agreement to cover the Waters H-Class UPLC system Equipped with a QDa mass sensitive detector:

The service coverage requested must provide one scheduled Preventative Maintenance (PM) visit per year, an unlimited number of “high priority” corrective maintenance visits and high priority online or phone support.

Preventative Maintenance (PM): The PM, must be carried out by a service engineer, trained by Waters, who replaces all parts subject to wear as defined in the product specific PM checklist (see below). All parts are guaranteed to be genuine Waters parts and are included in a comprehensive PM parts list (see below). The performance maintenance visit enhances both the reliability and performance of the system.

Solvent Management and Pumps:

Sample management systems:

UV/Vis Detectors:

Software, Firmware and Network:

Corrective Maintenance (CM): All corrective maintenance must be carried out by a field service engineer trained on the subject system by Waters at the customer’s site. All replacement parts utilized for the repair must be guaranteed to be genuine Waters parts. All corrective maintenance repairs must be given the highest priority resulting in the shortest possible wait times. Service suppliers must have a sufficient number of trained service providers in the central NY area to ensure rapid response times and demonstrate a proven history of rapid response, i.e., 75% of the time they need to be on site within business 48 hours of the initial service request.

Online or phone support: High priority service support must be available online and by phone during normal business hours (EST/EDT) for aid in trouble shooting, diagnosis and repairs. All online service engineers must be trained by Waters on the subject instrument. In this case an Acquity H-Class system equipped as described in the attached documentation.