Statement of Work - Klaxon Support Service.pdf

Statement of Work – Klaxon Support Service

The Contractor shall provide service, maintenance and repair of the system as follows:

(a) Covered services will be provided on normal business days, which are Mondays through Fridays, during business hours from 7:30 AM to 4:30 PM EST, except for US Federal and State holidays.

(b) Alert III Emergency System operating software upgrades as released by Forum Communications International (FCI) will be periodically provided and installed either on-site or via remote download, and are included under this Plan and no additional cost shall apply for such upgrades.

(c) The Contractor will conduct one (1) scheduled site visits to the System Location each year in which this Plan is in effect, and during these visits will provide preventive maintenance on the system to include System checks, installation of software upgrades, defective or failed component replacement or repair, and, performance testing. The Contractor will coordinate these visits with the US Government and to coincide with US Government Safety meetings at the US Government's option when possible.

(d) Repair or replacement of System components deemed defective due to manufacture or workmanship will be performed by the Contractor under this Plan and the Contractor shall repair or replace such components with new or remanufactured components to maintain System operability within design parameters. The Contractor shall certify the work performed by its employees and ensure the workmanship of services performed.

(e) Take all reasonable precautions for the health, safety, and welfare of its employees, employees of the Government, equipment, and Government facilities.

(f) Provide a Point of Contact for contractual questions in addition to its conventional maintenance-related help desk numbers or emails.

The Contractor shall provide the following deliverables:

(a) Provide one site visit and system services each year to include inspection, preventative maintenance, and calibration of the Alert III Klaxen system at Seymour Johnson Air Force Base.

Additional visits to the base shall be coordinated with the Contracting Officer Representative.

for unforeseen circumstances (hardware faults, training, etc).

(b) Provide 24-7 telephone and Internet technical assistance.

(c) Provide, install, and configure radar operating system software updates as they become available, with prior coordination with 4 CS in the event that any update process could cause temporary down time or degraded capability. Software updates shall be performed at no additional cost to the Government.

(d) Provide on-site repair/ remote diagnostics and advance replacement of defective parts if required during duration of the warranty period.

The Government shall:

(a) Make all reasonable effort to contact the Contractor as soon as a system failure or defect is detected. Upon notification, Government personnel will work with the Contractor support staff by telephone or computer for troubleshooting and attempting minor adjustments, repairs etc….

(b) Assist pre-coordinating access to Government facilities as necessary for repairs.

(c) Follow routine maintenance procedures and conditions as prescribed in the System Operations and Maintenance Manual for the radar equipment.

(d) Not install third party software, change internal settings, or modify hardware, on computer Equipment covered by this service plan without prior discussion with the Contractor.