VA Audie L Murphy Memorial Veterans Hospital scrubEx.pdf

Performance Work Statement Scrub and Linen Dispensing System

VA – Audie L. Murphy Memorial Veterans’ Hospital 7400 Merton Minter Boulevard

San Antonio, TX 78284

February 27, 2024

1 PURPOSE

1.1 The overall purpose is to provide and install at VA – Audie L. Murphy Memorial Veterans’ Hospital, San Antonio, TX 78284

2 SCOPE

2.1 Specifications of component equipment as set forth in this section are minimum specifications, unless otherwise stated, and shall not be construed as limiting the overall quality, quantity or performance characteristics of items furnished in the system. The Contractor Furnished Equipment (CFE) shall meet or exceed the minimum requirements and shall be held responsible for the supply, performance, and overall quality of the contractor’s furnished equipment. The Contractor shall provide, transport, install, and test all listed equipment. All products must meet all salient characteristics defined in this section.

2.2 All equipment and installation must meet manufacturers and VA specifications; and all equipment to be supplied under this specification shall be new and the current model of a standard product of a manufacturer of record.

A manufacturer of record shall be defined as a company whose main occupation is the manufacturer for sale or the items of equipment and which:

2.2.1 Maintains a factory production line.

2.2.2 Maintains a stock of replacement parts for the item.

2.2.3 Maintains engineering drawings, specifications, operating manuals, and maintenance manuals.

2.2.4 Has published and distributed descriptive literature and equipment specifications on the equipment.

2.3 The Contractor shall furnish equipment and applicable services required for delivery and installation of the supplies and equipment. (Note: The VA must provide the service to drill the holes into the facilities wall/floor for mounting the brackets. If floor mounts are used, for example in the case of seismic mounting, the VA is responsible for providing the floor anchors. Additionally, while this contract includes the software, it does not include the server or server maintenance required for the software to run.)

2.4 2.4 Contractor shall configure the system proposed to meet those functional requirements. The list of equipment provided shall not be considered all-inclusive but shall serve as a guide for developing a complete system. The Contractor is responsible for any missing parts and components not included in order to carry out the installation.

2.5 SALIENT CHARACTERISTICS

2.5.1 (2) Large Volume Scrub Dispenser w/Touchscreen

2.5.1.1 Mechanical Steel Vending Cabinet with web-based tracking technology

2.5.1.2 scrubEx does require a standard electrical outlet at 81” from the finished floor that the facility needs to provide. A characteristic of scrubEx would be that it has a UL Certified Plug. scrubEx also requires a hospital RJ45 data outlet per machine at 81” from the finished floor; Contractor will provide the CAT5 cable that connects the scrubEx machine to the hospital data jack.

2.5.1.3 Dimensions, size, capacity: 18”D x 52”W x 78.5”H holds 128 sets of clean scrub suits. The door swing for the Large Volume Dispenser is 70” from the back wall. Installation in an alcove will require at least 56” of width (at least 110” when placing two machines in the same alcove).

2.5.1.4 Principles of operation: Restricts access to scrub suits to only authorized users. Utilizes a credit system to receive clean scrubs and requires return of soiled scrubs to add back to available credits for each authorized individual.

2.5.1.5 Each internal slot holds a set of scrubs (pants and top) or one jacket.

2.5.1.6 Machine must not move the scrub/linen internally to prevent potential failure points or jamming (i.e. no rotating drums moving scrubs to the access doors).

2.5.1.7 Dispense time shall be 4 seconds or less.

2.5.1.8 Machine must be filled by designated VA staff with VA owned scrubs.

2.5.1.9 Dispenser must be able to be placed separately from soiled receiver unit.

2.5.2 (2) Large Volume Remote Receiver, Packer, w/Touchscreen

2.5.2.1 Mechanical Steel Soiled Scrub Collection Cabinet with web-based tracking technology

2.5.2.2 scrubEx does require a standard electrical outlet at 81” from the finished floor that the facility needs to provide. A characteristic of scrubEx would be that it has a UL Certified Plug. scrubEx also requires a hospital RJ45 data outlet per machine at 81” from the finished floor; Contractor will provide the CAT5 cable that connects the scrubEx machine to the hospital data jack.

2.5.2.3 Dimensions, size, capacity: 18”D x 52”W x 78”H and holds around 140 soiled scrub suits. The Large Volume Receiver has two doors on the front with a 42” door swing from the back wall. Installation in an alcove will require at least 56” of width (at least 110” when placing two machines in the same alcove).

2.5.2.4 Principles of operation: Restricts access to scrub suits to only authorized users. Utilizes a credit system to receive clean scrubs and requires return of soiled scrubs to add back to available credits for each authorized individual.

2.5.2.5 Must be able to identify that both pieces of soiled scrub suits are returned.

2.5.2.6 Must take an internal digital picture of each deposit to ensure that only scrub suits are returned to the machine.

2.5.2.7 Must be able to be placed in a location separate from clean dispensing cabinet.

2.5.3 (0) Dispenser/Receiver Unit, Packer, w/Touchscreen

2.5.3.1 Automated Combination Unit Dispenses and Receives Scrub Suits in a single Location.

2.5.3.2 Mechanical Steel Vending Cabinet with web-based tracking technology.

2.5.3.3 scrubEx does require a standard electrical outlet at 81” from the finished floor that the facility needs to provide. A characteristic of scrubEx would be that it has a UL Certified Plug. scrubEx also requires a hospital RJ45 data outlet per machine at 81” from the finished floor; Contractor will provide the CAT5 cable that connects the scrubEx machine to the hospital data jack.

2.5.3.4 Dimensions, size, capacity: 18”D x 52”W x 78”H The Medium Volume holds 64 clean sets, Small Volume holds 48 clean sets. The door swing for the main door is 70” from the back wall. Installation in an alcove will require at least 56” of width (at least 110” when placing two machines in the same alcove).

2.5.3.5 Principles of operation: Restricts access to scrub suits to only authorized users. Utilizes a credit system to receive clean scrubs and requires return of soiled scrubs to add back to available credits for each authorized individual.

2.5.3.6 Must have the capability of dispensing clean scrub suits and receiving soiled scrub suits in the same machine.

2.5.3.7 Each internal slot holds a set of scrubs (pants and top) or one jacket.

2.5.3.8 Machine must not move the scrub set internally to prevent potential failure points and jamming.

2.5.3.9 Dispense time shall be 4 seconds or less.

2.5.4 (0) alEx Linen Center w/Touchscreen

2.5.4.1 Automatically distributes clean linen in bulk for fast convenient access in less than 3 seconds.

2.5.4.2 Mechanical Steel Vending Cabinet with web-based tracking technology.

2.5.4.3 alEx does require a standard electrical outlet at 81” from the finished floor that the facility needs to provide. A characteristic of alEx would be that it has a UL Certified Plug. alEx also requires a hospital RJ45 data outlet per machine at 81” from the finished floor; Contractor will provide the CAT5 cable that connects the alEx machine to the hospital data jack.

2.5.4.4 Dimensions, size, capacity:

(0) LC-D: 66”W x 31“D x 77”H, 500 lbs. capacity

(0) LC-S: 66”W x 25“D x 77”H 400 lbs. capacity

(0) MC-D: 54”W x 31“D x 77”H 400 lbs. capacity

(0) MC-S: 54”W x 25“D x 77”H 300 lbs. capacity

2.5.4.5 Principles of operation: Secured linen cart with a badge accessed retractable door. Door automatically opens upon badge swipe and closes on command or after an expired time limit. The linen cart has a built-in scale that relays real time usage to EMS staff through the web-based tracking software.

2.5.4.6 Must have the capability of dispensing clean linen in bulk and real time tracking of linen usage.

2.5.4.7 Must provide the ability to page for out-of-stock items.

2.5.4.8 Must not require staff to input either items taken or loaded.

2.5.4.9 Must be able to interface with scrub dispensing software.

2.5.5 (0) Single Dispense Linen Dispenser, w/Touchscreen

2.5.5.1 Automatically distributes clean linens to EMS/Ambulances visiting the ER/ED.

2.5.5.2 Mechanical Steel Vending Cabinet with web-based (intranet) tracking technology.

2.5.5.3 alEx SD64 does require a standard electrical outlet at 81” from the finished floor that the facility needs to provide. A characteristic of alEx SD64 would be that it has a UL Certified Plug. alEx SD64 also requires a hospital RJ45 data outlet per machine at 81” from the finished floor; Contractor will provide the CAT5 cable that connects the alEx SD64 machine to the hospital data jack.

2.5.5.4 Dimensions, size, capacity: 22.5”D x 52”W x 78”H (74.5”D w/Door fully extended), 975lbs empty, 64 slots for various EMS type linens.

2.5.5.5 Principles of operation: Restricts access to EMS type lines to only authorized ambulance companies.

Utilizes a standard FOB attached to the machine to allow access. Allows EMS personnel to replace soiled linens with clean without utilizing ED restricted lines.

2.5.5.6 Must have the ability to dispense clean linens to EMS/Ambulance companies only.

2.5.5.7 Each internal slot can hold a variety of linen packs or individual lines like blankets, towels, etc.

2.5.5.8 Machine must not move the linens internally to prevent potential failure points and jamming.

2.5.8.9 Dispense time shall be 4 seconds or less.

2.5.6 1 System Master Kit consisting of: Web-Based Management Software

2.5.6.1 Web-based management software must be able to monitor scrub and bulk linen dispensing

2.5.7 1 Pre-installation, Installation start-up and Training

2.5.8 1 Customer Server Update – Install and configure clearView software on customer server.

2.6 DELIVERY AND INSTALLATION

2.6.1 DELIVERY

2.6.1.1 Contractor shall deliver all equipment to the VA – Audie L. Murphy Memorial Veterans’ Hospital, San Antonio, TX 78284 on TBD.

2.6.2 INSTALLATION

2.6.2.1 It is agreed upon and understood that the contractor shall be responsible for a complete installation. Facility must drill the holes for the bracket mounting system, Installation to be completed by the contractor shall take place during normal working hours as stated in Paragraph VIII unless otherwise agreed upon with the COTR. Installation work shall be scheduled with the COTR who will be responsible to coordinate the work described herein. If site prep is required by the VA, this work will be coordinated between the contractor and the COTR.

2.6.2.2 scrubEx units are wall mounted by Contractor; if floor mounts are desired, facility must provide the floor anchor.

2.6.2.3 Install all equipment to manufacturer’s specifications maintaining Federal, and Local safety standards

2.6.2.4 Installation must be completed TBD. All work shall be completed between 8:00 a.m. and 4:30 p.m.

Monday – Friday. All federal holidays, excluded.

2.6.2.5 If there is an operational conflict with installation, night or weekend installation may be required.

Government will provide a two weeks’ notice of change of installation hours and this will be subject to an after-hours install rate.

2.6.2.6 The contractor shall coordinate all deliveries, staging areas, installations, and parking arrangements with the COR.

2.6.2.7 The Contractor shall remove all related shipping debris and cleanup any construction associated with delivery and installation of the specified items. The packing materials will be placed in the facility provided dumpster. The Contractor shall be responsible for any damage to the building that occurs due to Contractor error or neglect.

2.6.3 SITE CONDITIONS

2.6.3.1 There shall be no smoking, eating, or drinking inside the hospital at any time.

3 INSPECTION AND ACCEPTANCE:

3.1 Upon completing installation of the system, the Contractor shall pretest the entire system. After pretesting the system, the Contractor shall notify the COTR that the system is ready for acceptance testing, and that it meets all requirements as specified. Submission of this notification of system readiness shall be accomplished by the contractor prior to the beginning of the scheduled Government Acceptance Test. This must occur the same week of the install.

3.2 The Contractor shall conduct a joint inspection with the COR upon delivery of equipment.

3.3 Contractor shall provide dates of completion of punch list items and replacement parts and/or short ship items from the manufacturer(s).

3.4 The COR shall ensure all work is completed satisfactorily prior to acceptance. Disputes shall be resolved by the

Contracting Officer.

4 DELIVERY/STORAGE REQUIREMENTS

4.1 Deliver materials to job in manufacturer's original sealed packaging with brand name marked thereon.

4.2 Packaged to prevent damage or deterioration during shipment, handling, storage and installation. Maintain protective covering in place and in good repair until removal is necessary.

4.3 Deliver specified items only when the site is ready for installation work to proceed.

4.4 Store products in dry condition inside enclosed facilities.

4.5 Any government requested delayed delivery up to 90 days after initial negotiated delivery date, shall be at no additional cost to the Government.

4.6 4.7 A pre-delivery meeting will be conducted 60 days prior to initial negotiated delivery date for verification of delivery and installation dates.

4.7 4.8 Delivery and Installation will be coordinated through the COR.

5 DELIVERABLES

5.1 Operation and Maintenance Manuals

5.1.1 Digital Copies- Quantity (1) each for items 3.1 – 3.17

5.1.2 Binders if required are $350.00 each.

5.2 Deliver compilation of all manufacturer recommended maintenance schedule and operation materials packaged in binder(s) to COR upon completion of installation.

6 OPERATOR TRAINING:

6.1 Contractor shall provide on-site technical training of the equipment to the users and Bio medical team.

Scheduling of operator training shall be coordinated with the SLVHCS COR after installation is complete during the installation week (consecutive days during normal operating hours).

6.2 Contractor shall provide training on the use and operations of the equipment. Cost for training is included in the contract price and shall be conducted at the facility at the discretion of the COR. Training shall include on-site orientation and training of using personnel in operation and care of the equipment furnished, as well as an actual demonstration of the operation of the equipment. Contractor shall provide guidance on completing any adjustments or other actions which may be undertaken by operating personnel in the event of failure of equipment, provided that such adjustment or action will in no way jeopardize the Government's rights under contract guarantee clause. Only qualified Contractor’s personnel will give this training.

7 PROTECTION OF PROPERTY

7.1 If any product awarded under this solicitation requires modification, is removed, or recalled by the Contractor or manufacturer, or if any required modification, removal or recall is suggested or mandated by a regulatory or official agency, the following steps will immediately be taken by the Contractor or manufacturer:

7.1.1 ---Notify the Contracting Officer, in writing, by the most expeditious manner possible. Provide two copies of the notification which shall include, but not be limited to the following:

7.1.1.1 Complete item description and/or identification, order numbers from customers, and the contract number assigned as a result of an award on this solicitation.

7.1.1.2 Complete item description and/or identification, order numbers from customers, and the contract number assigned as a result of an award on this solicitation.

7.1.1.3 Necessary instructions for return for credit, replacement, or corrective action.

7.1.2 Necessary instructions for return for credit, replacement, or corrective action.

7.1.3 Necessary instructions for return for credit, replacement, or corrective action.

8 SECURITY REQUIREMENTS

8.1 GENERAL

8.1.1 ---Contractors, contractor personnel, subcontractors, and subcontractor personnel shall be subject to the same Federal laws, regulations, standards, and VA Directives and Handbooks as VA personnel regarding information and information system security.

8.2 2. SECURITY CLAUSE

8.2.1 ---A&A requirements do not apply--Security Accreditation Package is not required.

8.3 3. VA INFORMATION CUSTODIAL LANGUAGE

8.3.1 ---Information made available to the contractor or subcontractor by VA for the performance or administration of this contract or information developed by the contractor/subcontractor in performance or administration of the contract shall be used only for those purposes and shall not be used in any other way without the prior written agreement of the VA. This clause expressly limits the contractor/subcontractor's rights to use data as described in Rights in Data - General, FAR 52.227-14(d) (1).

8.3.2 ---VA information should not be co-mingled, if possible, with any other data on the contractors/subcontractor’s information systems or media storage systems in order to ensure VA requirements related to data protection and media sanitization can be met. If co-mingling must be allowed to meet the requirements of the business need, the contractor must ensure that VA’s information is returned to the VA or destroyed in accordance with VA’s sanitization requirements. VA reserves the right to conduct onsite inspections of contractor and subcontractor IT resources to ensure data security controls, separation of data and job duties, and destruction/media sanitization procedures are in compliance with VA directive requirements.

8.3.3 ---Prior to termination or completion of this contract, contractor/subcontractor must not destroy information received from VA, or gathered/created by the contractor in the course of performing this contract without prior written approval by the VA. Any data destruction done on behalf of VA by a contractor/subcontractor must be done in accordance with National Archives and Records Administration (NARA) requirements as outlined in VA Directive 6300, Records and Information Management and its Handbook 6300.1 Records Management Procedures, applicable VA Records Control Schedules, and VA Handbook 6500.1, Electronic Media Sanitization. Self-certification by the contractor that the data destruction requirements above have been met must be sent to the VA Contracting Officer within 30 days of termination of the contract.

8.3.4 ---The contractor/subcontractor must receive, gather, store, back up, maintain, use, disclose and dispose of VA information only in compliance with the terms of the contract and applicable Federal and VA information confidentiality and security laws, regulations, and policies. If Federal or VA information confidentiality and security laws, regulations and policies become applicable to the VA information or information systems after execution of the contract, or if NIST issues or updates applicable FIPS or Special Publications (SP) after execution of this contract, the parties agree to negotiate in good faith to implement the information confidentiality and security laws, regulations and policies in this contract.

8.3.5 ---The contractor/subcontractor shall not make copies of VA information except as authorized and necessary to perform the terms of the agreement or to preserve electronic information stored on contractor/subcontractor electronic storage media for restoration in case any electronic equipment or data used by the contractor/subcontractor needs to be restored to an operating state. If copies are made for restoration purposes, after the restoration is complete, the copies must be appropriately destroyed.

8.3.6 --- If VA determines that the contractor has violated any of the information confidentiality, privacy, and security provisions of the contract, it shall be sufficient grounds for VA to withhold payment to the contractor or third party or terminate the contract for default or terminate for cause under Federal Acquisition Regulation (FAR) part 12.

8.3.7 --- If a VHA contract is terminated for cause, the associated BAA must also be terminated and appropriate actions taken in accordance with VHA Handbook 1600.01, Business Associate Agreements. Absent an agreement to use or disclose protected health information, there is no business associate relationship.8.3.8 ---The contractor/subcontractor must store, transport, or transmit VA sensitive information in an encrypted form, using VA-approved encryption tools that are, at a minimum, FIPS 140-2 validated.

8.3.9 ---The contractor/subcontractor’s firewall and Web services security controls, if applicable, shall meet or exceed VA’s minimum requirements. VA Configuration Guidelines are available upon request.

8.3.10--Except for uses and disclosures of VA information authorized by this contract for performance of the contract, the contractor/subcontractor may use and disclose VA information only in two other situations: (i) in response to a qualifying order of a court of competent jurisdiction, or (ii) with VA’s prior written approval.

The contractor/subcontractor must refer all requests for, demands for production of, or inquiries about, VA information and information systems to the VA contracting officer for response.

8.3.11--Notwithstanding the provision above, the contractor/subcontractor shall not release VA records protected by Title 38 U.S.C. 5705, confidentiality of medical quality assurance records and/or Title 38 U.S.C. 7332, confidentiality of certain health records pertaining to drug addiction, sickle cell anemia, alcoholism or alcohol abuse, or infection with human immunodeficiency virus. If the contractor/subcontractor is in receipt of a court order or other requests for the above-mentioned information, that contractor/subcontractor shall immediately refer such court orders or other requests to the VA contracting officer for response.

8.4 SECURITY INCIDENT INVESTIGATION

8.4.1 ---The term “security incident” means an event that has, or could have, resulted in unauthorized access to, loss or damage to VA assets, or sensitive information, or an action that breaches VA security procedures. The contractor/subcontractor shall immediately notify the COTR and simultaneously, the designated ISO and Privacy Officer for the contract of any known or suspected security/privacy incidents, or any unauthorized disclosure of sensitive information, including that contained in system(s) to which the contractor/subcontractor has access.

8.4.2 ---To the extent known by the contractor/subcontractor, the contractor/subcontractor’s notice to VA shall identify the information involved, the circumstances surrounding the incident including to whom, how, when, and where the VA information or assets were placed at risk or compromised), and any other information that the contractor/subcontractor considers relevant.

8.4.3 ---With respect to unsecured protected health information, the business associate is deemed to have discovered a data breach when the business associate knew or should have known of a breach of such information. Upon discovery, the business associate must notify the covered entity of the breach.

Notifications need to be made in accordance with the executed business associate agreement.

8.4.4 ---In instances of theft or break-in or other criminal activity, the contractor/subcontractor must concurrently report the incident to the appropriate law enforcement entity (or entities) of jurisdiction, including the VA

OIG and Security and Law Enforcement. The contractor, its employees, and its subcontractors and their employees shall cooperate with VA and any law enforcement authority responsible for the investigation and prosecution of any possible criminal law violation(s) associated with any incident. The contractor/subcontractor shall cooperate with VA in any civil litigation to recover.

8.5 LIQUIDATED DAMAGES FOR DATA BREACH

8.5.1 ---Consistent with the requirements of 38 U.S.C. §5725, a contract may require access to sensitive personal information. If so, the contractor is liable to VA for liquidated damages in the event of a data breach or privacy incident involving any SPI the contractor/subcontractor processes or maintains under this contract.

However, it is the policy of VA to forgo collection of liquidated damages in the event the contractor provides payment of actual damages in an amount determined to be adequate by the agency.

8.5.2 ---The contractor/subcontractor shall provide notice to VA of a “security incident” as set forth in the Security Incident Investigation section above. Upon such notification, VA must secure from a non- Department entity or the VA Office of Inspector General an independent risk analysis of the data breach to determine the level of risk associated with the data breach for the potential misuse of any sensitive personal information involved in the data breach. The term 'data breach' means the loss, theft, or other unauthorized access, or any access other than that incidental to the scope of employment, to data containing sensitive personal information, in electronic or printed form, that results in the potential compromise of the confidentiality or integrity of the data. Contractor shall fully cooperate with the entity performing the risk analysis. Failure to cooperate may be deemed a material breach and grounds for contract termination.

8.5.3 ---Each risk analysis shall address all relevant information concerning the data breach, including the following:

8.5.3.1 Nature of the event (loss, theft, unauthorized access);

8.5.3.2 Description of the event, including:

8.5.3.2.1 Date of occurrence.

8.5.3.2.2 Data elements involved, including any PII, such as full name, social security number, date of birth, home address, account number, disability code;

8.5.3.3 Number of individuals affected or potentially affected;

8.5.3.4 Names of individuals or groups affected or potentially affected;

8.5.3.5 Ease of logical data access to the lost, stolen or improperly accessed data in light of the degree of protection for the data, e.g., unencrypted, plain text;

8.5.3.6 Amount of time the data has been out of VA control;

8.5.3.7 The likelihood that the sensitive personal information will or has been compromised (made accessible to and usable by unauthorized persons); VA information, obtain monetary or other

8.5.3.8 Known misuses of data containing sensitive personal information, if any;

8.5.3.9 Assessment of the potential harm to the affected individuals;

8.5.3.10 Data breach analysis as outlined in 6500.2 Handbook, Management of Security and Privacy

Incidents, as appropriate; and

8.5.3.11 Whether credit protection services may assist record subjects in avoiding or mitigating the results of identity theft based on the sensitive personal information that may have been compromised.

8.5.4 ---Based on the determinations of the independent risk analysis, the contractor shall be responsible for paying to the VA liquidated damages in the amount of $37.50 per affected individual to cover the cost of providing credit protection services to affected individuals consisting of the following:

8.5.4.1 Notification;

8.5.4.2 One year of credit monitoring services consisting of automatic daily monitoring of at least 3 relevant credit bureau reports;

8.5.4.3 Data breach analysis;

8.5.4.4 Fraud resolution services, including writing dispute letters, initiating fraud alerts and credit freezes, to assist affected individuals to bring matters to resolution;

8.5.4.5 One year of identity theft insurance with $20,000.00 coverage at $0 deductible; and

8.5.4.6 Necessary legal expenses the subjects may incur to repair falsified or damaged credit records, histories, or financial affairs.

8.6 CONFIDENTIALITY AND NONDISCLOSURE

8.6.1 --- It is agreed that:

8.6.1.1 The preliminary and final deliverables and all associated working papers, application source code, and other material deemed relevant by the VA which have been generated by the contractor in the performance of this task order are the exclusive property of the U.S. Government and shall be submitted to the CO at the conclusion of the task order.

8.6.1.2 The CO will be the sole authorized official to release verbally or in writing, any data, the draft deliverables, the final deliverables, or any other written or printed materials pertaining to this task order. No information shall be released by the contractor. Any request for information relating to this task order presented to the contractor shall be submitted to the CO for response.

8.6.1.3 Press releases, marketing material or any other printed or electronic documentation related to this project, shall not be publicized without the written approval of the CO.

9 WARRANTY

9.1 The Contractor warrants that the system will be free from defects from materials and workmanship under normal use for a period of not less than one (1) year for equipment defined herein. Contractor will replace or repair equipment, if necessary, to the satisfaction of the Government. Contractor shall provide a copy of the written warranty upon delivery of the equipment.

9.2 The COTR or designated alternate is the Contractor’s reporting and contact official for all service calls required.

9.3 Warranty repairs shall be completed during normal operating hours.

9.4 Response Time: Contractor's FSE must respond with a phone call to the COTR or his/her designee. If the problem cannot be corrected by phone, the FSE will commence work (on-site physical response) without within twenty-four (24) hours of receipt of the first notification or as approved by the COTR. All required repairs shall commence without undue delay.

9.5 All work shall be performed, and equipment shall function in conformance with all VA safety standards, manufacturer's/industry standards, the latest published edition of NFPA 99, FDA, OSHA, JCAHO, ISO 9000, UL and other applicable state, local, national and industry standards. Equipment shall meet the facilities (Electromagnetic Compatibility) for EIC 601-1-2 CE, CSA, ETL Approved to U.L. 2601-1, second edition.

9.6 The warranty shall include all travel and shipping costs associated with any warranty repair.