Work_Statement.docx

DESCRIPTION/SPECIFICATIONS/WORK STATEMENT

(SERVICES)

C.1 DESCRIPTION AND SPECIFICATIONS

This specification provides for the maintenance requirements of the Government as set forth herein, for Government owned Information Technology (IT) at Red River Army Depot (RRAD), as further defined in Section B. The Contractor will be obligated to perform maintenance services in accordance with all terms and conditions specified herein at the prices awarded, during the term of the contract.

C.1.1 GOVERNMENT OPTIONS

a. At the option of the government, this contract is renewable at the prices listed in Section B. If the decision is made to renew, the Contracting Officer will give written notice of renewal to the Contractor. The Contractor shall have been given preliminary notice of the Government's intention to renew at least sixty (60) days before the contract is to expire. Such preliminary notice shall not be deemed to commit the Government to renewals. If the Government exercises this option for renewal, the contract as renewed shall be deemed to include this option provision. However, the total duration of this contract, including the exercise of any options under this clause, shall not exceed sixty (60) months from the contract award date.

b. The Government may add to, replace or remove equipment that has been certified maintainable by the OEM under the cognizance of the Government organization(s) being furnished maintenance services under this contract. Such additions or replacements will be considered a change within the meaning of the "Changes" clause in this contract. If any such addition or replacement of equipment causes an increase or decrease in the cost of, or the time required for performance of any of the work under this contract, an equitable adjustment shall be made in the contract price or delivery schedule, or both, and the contract shall be modified in writing accordingly as indicated in the "Changes" clause in this contract.

c. Listed in Section B are the specified hours selected for the Principal Period of Maintenance (PPM). The PPM may be changed by the COR upon fifteen (15) days prior written notice to the Contractor, provided the changed PPM is for the same number of hours and does not change weekday coverage to Saturday or Sunday. The work shift for each contractor personnel will be 40 hours per week and the hours within the PPM will be determined by the COR. If any change in the specified hours selected for the PPM causes an increase or decrease in the cost of, or the time required for performance of any of the work under this contract, an equitable adjustment shall be made in the contract price or delivery schedule, or both, and the contract shall be modified in writing accordingly as indicated in the "Changes" clause in this contract.

d. No repair/failure equipment history is available nor will it be provided.

f. If Contractor does a site inspection, a representative random sample of the equipment will be shown due to volume, geographical layout of the depot and time constraints.

C.2 RESPONSIBILITIES OF THE CONTRACTOR

C.2.1 GENERAL

The Contractor shall provide all necessary maintenance, labor, documentation, repair parts, maintenance supplies, tools, test equipment, transportation, and other related services at the prices shown in Section B and shall keep the equipment in good operating condition, in accordance with Original Equipment Manufacturer (OEM) specifications. Maintenance service shall not include electrical work external to the equipment, the furnishing of supplies, and adding or removing accessories, attachments, or other devices. Maintenance service shall not include repair of damage resulting from accident, transportation by the Government, neglect or misuse by the Government. When required, cost of such service will be in addition to that specified in Section B. Contractor personnel will comply with installation regulatory requirements. Contractor must be International Organization for Standardization (ISO) 9001:2008 certified (because ISO 9001:2008 has recently be revised, ISO 9001:2015 is also acceptable.)

C.3 COMPETENCY OF CONTRACTOR PERSONNEL

C.3.1 SKILLED PERSONNEL

All services under this contract are to be performed by competent personnel, skilled and highly qualified to provide required services in accordance with the best commercial practices, without unnecessary delays or interference with Government functions. As a minimum, all onsite contractor personnel will have a commercial certification (CompTIA Security+) as well as a Microsoft Certified Solutions Associate (MCSA) and/or Microsoft Certified Technology Specialist (MCTS) Certification in one of the following areas of concentration: Windows 7 Configuration, Windows 10 Configuration, Windows Server Virtualization Configuration, Windows Server 2012 Applications Infrastructure Configuration, Windows Server 2012 Network Infrastructure Configuration, Windows Server 2012 Active Directory Configuration. The contractor personnel will have all of the required certifications at the beginning of the contract and maintain the required certifications throughout the length of the contract.

Contractor personnel shall have the following levels of skill:

Local Customer Engineer (CE): The first level of maintenance support who responds to a customer call for on-site remedial maintenance as a regular part of their duty shall have evidence of training on the type of equipment listed in Section B. All on-site CE must be a Microsoft Certified Professional (MCP). CE’s are expected to be proficient in Microsoft operating systems (OS) and loading software patches for Information Assurance Vulnerability Alerts (IAVA). The Government utilizes folder redirection to back up and restore from desktop PC’s and laptops. CE’s are given access to and are expected to be proficient using this system.

Corporate Specialist: When a problem cannot be resolved at the local level, the contractor shall be a Microsoft Certified Partner and have an escalation path to resolve a problem that cannot be resolved at the local level.

The Contractor shall provide resumes, using the format outlined in Section M, including copies of training certificates of all individuals who are to perform maintenance under the contract that is awarded as a result of this solicitation. Accounts of past performance shall be submitted for all individuals who are to perform maintenance under this contract. Written documentation is required to be submitted prior to contract award. In addition, resumes should show specific past performance on the following equipment and software:

Subcontracting is recognized as an acceptable substitute for direct training. All Sub-contracting personnel are bound by the same resume and certifications listed above as well as the response times and conditions defined in this requirement under remedial maintenance and response time. The Contracting Officer or COR has the option of waiving the requirement for resumes for the Subcontracting personnel.

After contract award, if replacement Contractor or Subcontractor personnel are needed, resumes, security clearances and training certificates are to be furnished to and approved by the COR before access to the site or any repairs or PM is started.

C.3.2 TRAINEES

Any maintenance service performed by trainees, identified as technicians who have not yet attained journeyman status, shall be under the direct supervision of skilled personnel. However, in no case shall the Government be obligated to pay for trainee cost(s). The maximum ratio number of trainees to skilled personnel on-site shall be one (1) trainee for each three (3) skilled personnel.

C.3.3 ON-SITE STAFFING

The minimum number of Customer Engineers (CE) required for on-site staffing is three (3) full time personnel. Changes to the minimum staffing level will not be permitted without prior negotiation with the Government and approval of the Contracting Officer or COR. There will be two primary and one alternate work shifts during Principal Period of Maintenance (PPM). Maintenance personnel shall be "Present" on site during primary and alternate designated work shifts. Contractor personnel shall maintain on-site a time record of arrival and departure times at the government facility during PPM for each staff member. This time record will be maintained on a daily basis and available for immediate review upon request by the Government. If the Contractor's on-site staffing is below the minimum primary designated work shift at anytime during PPM , the Government has the option of deducting one-half of one percent (1/2 of 1%) of the total monthly maintenance charges for each hour that the Contractor was below the minimum for each staff member. The Contractor will notify the COR before 12 noon of each day that the Contractor is below the minimum staffing level (if applicable).

Permanently assigned CE’s at this site must have and maintain a Secret and IT-II clearance. This clearance must be valid at the beginning and during the term of the contract or contract is subject to being cancelled for non-compliance.

Permanently assigned CE’s at this site shall only perform maintenance on equipment listed in Section B or equipment covered under on-call/per-call maintenance (CLIN 0003) unless approved by the Contracting Officer or the COR.

The CE’s will stay abreast of new technologies and operating systems as they emerge..

C.4 SECURITY

The Contractor will comply with the personnel security measures as contained in AR 25-2, Information Assurance (IA). Individuals will have and maintain a current SECRET clearance prior to and during employment.

The Contractor shall comply with all supplements, policies and procedures relating to security of information and security of network and information systems. Compliance shall follow in accordance with AR 25-2 and all other applicable Army supplements and policies.

The Contractor shall reimburse the Government for any and all loss, damage or expense, including salaries of Government employees or other contractors, occasioned by any compromise of information or failure to comply with security requirements due to either negligence or willful misconduct, on the part of the contractor’s officers or employees as determined by HQ AMC legal staff.

Contractor may obtain assistance and forms for periodic reinvestigation from the installation Security Manager (Ms. Kelly J. Powell, telephone 903-334-2510).

Only United States citizens (no Foreign Nationals/Immigrant Aliens) will be granted access to the depot.

C.5 DOCUMENTATION

All documentation, software manuals, diagnostic routines and any other aids (hereinafter called documentation) necessary to perform maintenance under this contract, shall be furnished by the Contractor whose property it shall remain. The Government shall not be required to aid in the acquisition of documentation necessary to perform under the contract.

C.6 TECHNICAL SUPPORT CAPABILITY

The Contractor shall have available to him a level of specialization/expertise which exceeds that available to him on-site, to which he can resort for assistance when his on-site personnel encounter a failure which cannot be diagnosed and repaired by them within four (4) hours.

C.7 SPARE PARTS INVENTORY, TOOLS, INSTRUMENTS

The Contractor shall maintain an inventory of spare and repair parts and such tools and instruments on site as required to properly and efficiently maintain the equipment on contract. In the event of equipment failure wherein the failure of a major component is involved and that component is not in the Contractor's local inventory, contractor shall have the capability to acquire the required component on the basis that it will be transported on the next flight departing the supply source area, or by special courier or other arrangement providing the best service, but in no case shall the time required to obtain the part exceed twenty-four (24) hours. Only new standard parts or parts equal in performance to new parts shall be used in making repairs. Parts which have been replaced shall become the property of the Contractor. The Contractor is responsible for notifying the Government of parts changes that could affect Government property records. Serial numbers and Government Bar Code Numbers (BCN) of the replaced item and the new item will be reported to the customer and COR as applicable. The Contractor will not store complete equipment units at the Government site for the purpose of cannibalization of parts.

C.8 CONTRACTOR ALTERATIONS

Proposed Contractor sponsored alterations to equipment shall be made only with the written consent of the Government. Appropriate modification of the contract shall be negotiated for each such alteration which either enhances the value of the system to the Government or decreases the overall maintenance cost.

The Government shall provide for the approval of alterations within three (3) days after being notified by the Contractor that the alteration is ready to be made. The time required to make the alteration shall be outside the normal preventative maintenance hours unless otherwise mutually agreed.

It is recognized that from time to time OEM Engineering changes will be announced by the OEM. Proposed OEM changes shall be discussed with the Government and if determined by the Government to be beneficial, authorization will be granted to install the change. These changes may become necessary in order to circumvent latent hardware deficiencies, to replace defective components with ones of higher quality or with improved tolerances, to improve the operating characteristics of the hardware, or for other reasons. The Contractor will maintain contact with the OEM so that he is informed of all announced changes. The cost of parts and labor required to install the change will be borne by the Government in accordance with the hourly labor rate for such services set forth in Section B of this solicitation, except in those cases where less than one man-hour is required to install the change, in which case there will be no labor charge. It is also recognized that the scope of Field Change Order (FCO) type changes will vary significantly and that they may be required at mainframe and peripheral levels. This will influence the decision to install during or outside PPM. The Contractor will keep a permanent record of all changes applied.

C.9 POST-CONTRACT CONDITION OF EQUIPMENT

Should the Government find it necessary to terminate this contract and make other maintenance arrangements, or discontinue equipment, or upon expiration of this contract, the equipment shall be subject to mutual random inspection by the current Contractor and the new maintenance Contractor prior to the date the new Contractor assumes maintenance responsibility. If the equipment is not in good operating condition, in accordance with OEM specifications, labor and parts required to place the equipment in good operating condition (acceptable to OEM for maintenance agreement) shall be provided by the outgoing Contractor. If the Government and the Contractor cannot agree on the issue of maintainability, the Government will have an inspection performed by the OEM or another Contractor acceptable to all parties concerned to settle the question of acceptability for maintenance service. The party (current or new Contractor) in error will pay the cost(s) of the OEM or Contractor inspection for that equipment involved in the dispute. The outgoing Contractor will not be allowed to work on any equipment after the effective date of the new contract period; however, should any equipment not be up to OEM standards on the effective date of the new contract period, the outgoing Contractor will be responsible for the cost of having such equipment brought up to OEM standards. Such equipment will be repaired by a source chosen by the Government (such repair cost not to exceed those estimated by the lower of a third party maintenance source or the new maintenance source).

There may be some equipment that OEM standards cannot be determined due to the age of the equipment or if the OEM is no longer in business. If the OEM no longer maintains a piece of equipment or if the OEM is no longer in business, the term "good operating condition" will apply instead of "OEM standards" due to OEM standards being difficult, if not impossible, to determine.

C.10 SUBCONTRACTING

The Contractor is required to describe in detail any provisions or intentions for subcontracting on an ongoing basis of any items in this request. The Government recognizes that the Contractor may use Subcontracting occasionally for additional expertise on one-time basis and this would not require approval from the Government.

C.11 MALFUNCTION REPORTS

The Government uses an automated web-based Work Order system that generates an electronic work order to the contractor. The contractor will complete the required data showing status updates and completion in the work order electronically. The report shall include at a minimum, the following:

a. Serial number(s) and Government bar code(s) of machine(s).

b. Time spent for repair.

c. Description of malfunction.

d. Parts replaced.

e. If equipment with SN is replaced, show replacement SN and BCN.

The Contractor should complete the work order at the time the repair is completed. On occasion, if the work order cannot be completed at the time of repair, it should be completed no later than the next working day.

C.11.1 CONTRACTOR SERVICE (REPAIR) TICKETS

If the Contractor requires the Government to sign Contractor provided service or repair tickets, the COR must approve the form prior to the start of the contract. The form must have at a minimum the information required shown below.

a. Date and time notified.

b. Date and time of arrival.

c. Type and model number(s) of machine(s).

d. Serial number(s) and Government bar code(s) of machine(s).

e. Time spent for repair.

f. Description of malfunction.

g. Parts replaced.

h. If equipment with SN is replaced, show replacement SN and BCN.

i. Signature of Contractor personnel completing repairs.

If the services on the form involve billable services outside the PPM, the form must be marked clearly "BILLABLE" and must be approved by Government personnel appointed by the Government to approve billable charges by the Contractor. The Government will provide the Contractor with a list of approved personnel that can approve billable outside PPM and per-call charges on this contract prior to the beginning of the contract. The Contractor should attempt to have these forms signed at the time the work is completed and if not, the form should be completed and presented for signature no later than five (5) working days after completion of work. If the form is presented for signature more than five (5) working days after completion of work, the Government has the option of refusing to approve the charge, therefore making the charge invalid. If, for some reason, the Contractor cannot complete a particular form or ticket within the required time frame, he should advise the COR before the time expires with the reason and expected reasonable completion date.

C.12 VISA

The Contractor shall have the capability of allowing RRAD to apply charges to Government VISA cards.

C.13 DIAGNOSTIC ROUTINES

The Contractor shall develop or obtain for his use, a set of diagnostic procedures which will, at a minimum, isolate a failure to a specific machine. Diagnostic routines which are the property of the Government may be used if available.

C.14 DIAGNOSTIC ERRORS

The Contractor shall pay for any services and parts billed to the Government for service calls whenever the Contractor incorrectly attributes the malfunction to an external influence and not to a machine maintained by the Contractor where such malfunction, in fact, is properly attributable to a Contractor maintained machine. In addition, if the Contractor determines that the malfunction is a software problem, and it is later determined to be a hardware and not a software problem, the Contractor will pay the charges for the software support provided by the software vendor or the Government. These limitations shall not apply if the malfunction is, in fact, attributable to a software problem. Nothing in this clause shall excuse the Government from making equitable payment when the Contractor is required to make a service call and service is in fact not required or performed.

The Contractor will communicate to the Government the rationale he used to lead him to the conclusion, as a result of the application of his diagnostic routines or through the application of some other device or devices, that the cause of a failure is not attributable to equipment or components in the system maintained by him, so that repair is the responsibility of another vendor.

C.15 RESPONSIBILITIES OF THE GOVERNMENT

C.15.1 PERSONNEL NOT TO PERFORM MAINTENANCE

The Government shall not perform or have performed by others, repairs to equipment while such equipment is under the purview of this contract, except for functions normally construed to be "operator maintenance", i.e., cleaning of equipment, tape read-write heads, paper residue, etc., unless agreed to by the contractor.

C.15.2 STORAGE AND WORKSPACE

The Government shall provide adequate floor space for spare parts and adequate working space, heat, light, ventilation, electrical current and outlets for the use of maintenance personnel. These facilities shall be within a reasonable distance of the equipment to be serviced and shall be provided at no charge to the contractor. The facilities will be kept clean and orderly and subject to inspection by the COR. Excessive spare parts space above minimum requirements will not be provided.

C.15.3 GOVERNMENT ALTERATIONS

Should the Government make alterations, install attachments, make substitutions or additions to equipment being maintained by the Contractor which affect the maintenance of this equipment, the continuation of maintenance service on this equipment shall be subject to negotiation. Should the alterations, attachments, substitutions or additions increase the maintenance costs to the Contractor, additional maintenance charges shall be made on an individual installation basis. If the Government and the Contractor jointly agree that such alterations, attachments, substitutions or additions create a safety hazard, the Contractor may discontinue maintenance service on the hazardous equipment. In addition, should such be the cause of malfunction or downtime, such downtime shall not be creditable under paragraph C.18.

C.15.4 QUALITY ASSURANCE

The Contractor's Officers Representative (COR) will evaluate the Contractor's overall performance using the method of random inspections. The COR will meet with the Contractor's Quality Control Representative (QCR) on a weekly basis, or more often if necessary, to review any possible defects in the quality of service performed by the Contractor. The COR and QCR will continue to review the quality control process and make changes, if necessary, throughout the life of the contract to improve the quality of service performed. The contract is subject to termination if the quality of service is determined to be unacceptable by the Government.

C.16 EQUIPMENT MAINTENANCE - RESPONSIBILITIES OF THE CONTRACTOR

C.16.1 ON-SITE

On-site maintenance is required.

C.16.2 ON-SITE CHARGES

On-site maintenance shall be provided as follows in accordance with the fixed monthly charges shown in Section B of this solicitation.

C.16.3 REPLACEMENT ITEMS

If any item covered by the terms and conditions of this contract is, or becomes, uneconomical to repair or maintain, as the result of fair wear and tear, the Contractor may, with the written agreement of the Government, provide mechanical replacements which meet or exceed the capacity/capability of the unmaintainable item(s). The unmaintainable items installed shall become the property of the Contractor, and the replacement items become the property of the Government.

C.17 MAINTENANCE REQUIREMENTS

C.17.1 ON-CALL/PER-CALL MAINTENANCE

a. In addition to on-site maintenance service during the stated Principal Period of Maintenance (PPM) (or extension thereof), on-call maintenance shall be provided outside of the principal period of maintenance and any extension thereof. A response time of four (4) hours is required for on-call maintenance except where otherwise stated/indicated in the schedule. Hourly on-call rates shall be in accordance with Section B in this contract. In the event that the Contractor does not respond to a call for maintenance within four (4) hours, a credit will be issued to the Government in the amount of 1/2 of one (1) percent of the total monthly maintenance charge for the malfunctioning equipment or system for each hour that he is delinquent. The Government will furnish the Contractor with a list of Government personnel that are approved to request on-call maintenance outside the PPM. The contractor should respond to requests for service outside the PPM made only by the Government personnel on the above mentioned approved list. If the Contractor responds to a call for outside PPM from personnel that are not on this approved list, there will be no charges to the Government.

b. Per-call maintenance shall be provided by the Contractor during PPM for work that is outside the scope of the base contract. This per-call maintenance will be for such items as remedial maintenance of equipment not covered under this contract, assisting customers in loading software, software patches, troubleshooting software problems, installing and deinstalling equipment, and other miscellaneous customer services. Hourly per-call rates shall be in accordance with Section B in this contract. The response time and type of service requested will be mutually agreed on between the Contractor and authorized Government personnel. The Government will furnish the Contractor with a list of Government personnel that are approved to request per-call maintenance. The contractor should respond to requests for service made only by the Government personnel on the above mentioned approved list. If the Contractor responds to a call from personnel that are not on this approved list, there will be no charges to the Government.

C.17.1.1 POINT OF CONTACT

The Contractor shall provide the Government with a primary and secondary phone number and point of contact for service requests. One or both of these phone numbers should be answered 24 hours per day, seven (7) days per week.

Primary Name Phone #

Secondary Name Phone #

The Contractor shall provide the COR with a corporate level point of contact and phone numbers available 24 hours per day, seven (7) days per week that can resolve disputes.

Name Title

Primary Phone # Secondary #

C.17.2 MAINTENANCE TERMINATIONS

If equipment downtime exceeds 5% of the total operational use time in each of three consecutive calendar months or 10% in any one calendar month, the Government may consider this downtime as sufficient cause for termination of the contract for default.

C.17.3 NON-CHARGEABLE MAINTENANCE ITEMS

There shall be no additional charges for:

a. Replacement parts, unless such parts are required due to the fault or negligence of the Government.

b. Remedial maintenance which was requested during the Principal Period of Maintenance or extension thereof specified in the contract, regardless of when the maintenance is performed.

c. Time spent by maintenance personnel after arrival at the site awaiting the arrival of additional maintenance personnel and/or delivery of parts, etc., after a service call has commenced.

d. Remedial maintenance outside the PPM required on any machine, when scheduled preventive maintenance for that machine preceding the malfunction had not been performed, unless preventive maintenance was omitted at the Government's request or the Contractor was denied access to the equipment.

e. Remedial maintenance required within a forty-eight (48) hour period due to a recurrence of problems in a machine presenting similar symptoms and requiring similar remedial actions.

C.17.4 PREVENTIVE MAINTENANCE

Preventive maintenance (PM) will be performed by the Contractor on dates and times during PPM that are mutually agreeable to the Government and Contractor. PM will be performed at a minimum, of one (1) time each FY on all equipment shown in Section B, if the equipment was listed at least six (6) consecutive months during the same FY. PM shall be conducted in accordance with OEM instructions which include adjusting, cleaning, lubricating, and replacing of parts to ensure continued equipment operation. If the Contractor is unable to locate a piece of equipment or if the Government is unable to allow the Contractor to perform PM due to time constraints, it shall be noted on the PM checklist and approved by the COR that PM was waived. If a piece of equipment did not have PM performed or waived during the FY, the Contractor shall grant credit to the Government in the amount of 10% of the monthly fee of that item for each month or portion thereof in the next FY until PM is performed. The Contractor will keep an up to date list of equipment on site showing BCN and date PM performed. The Contractor will provide the COR monthly a list of equipment showing BCN and date PM performed.

C.17.5 REMEDIAL MAINTENANCE

Remedial Maintenance shall be performed after notification that equipment is inoperative. WO’s will be delivered electronically to notify the Contractor of equipment failure. The Contractor shall provide the Government with a designated point(s) of contact as shown in paragraph C.17.1.1.

C.17.5.1 LOAN EQUIPMENT

If the Contractor has to move a piece of equipment from the Government site to the Contractor site for repair, a loan of the same or similar type equipment will be furnished by the Contractor, if required by the COR. The loan equipment, if required, will be delivered to the Government site no later than the next working day at no charge to the Government.

C.17.6 RESPONSE TIME

The Contractor's maintenance personnel shall arrive at the designated point within two (2) hours from the time that the Government notifies the contractor during the PPM that remedial maintenance is required for equipment designated as "LEVEL 1 - PRIORITY MAINTENANCE" as shown in Section B. For all other equipment designated as LEVEL 2, the response time will be per the below paragraph.

When remedial maintenance is requested during the PPM before 12 noon, the contractor will respond, be on site, during the same PPM period that day. When remedial maintenance is requested during the PPM after 12 noon, the Contractor will respond, be on site, no later than 12 noon of the next available PPM period.

If maintenance personnel fail to arrive within the designated response time, the Contractor shall grant a credit to the Government in excess of the specified response time and up to actual arrival time. The amount of creditable hours shall be accumulated for the month and adjusted to the nearest hour. The amount of credit for each hour in excess of the specified response time shall be computed at the hourly rate of 5% of the monthly maintenance charge of the malfunctioning equipment. The total credit during any month shall not exceed the total maintenance charge of the specified equipment.

C.17.7 QUALITY CONTROL

The Contractor shall establish and maintain a Quality Control Plan (QCP) locally. The QCP shall be reviewed with the COR and will mutually agree on the methods for identifying and preventing defects in the quality of service performed.

C.17.8 SAFETY

The Contractor will observe all local safety regulations and guidance. CE’s will wear safety shoes.

C.18 CREDIT AND DOWNTIME

C.18.1 PERIOD OF SYSTEM DOWNTIME

Equipment downtime shall commence at the time the work order is sent to the Contractor. Downtime shall end when the system and/or machine is returned to the Government in operable condition, including operating software regeneration, if required, ready to perform scheduled workload.

C.18.2 CREDIT

If equipment remains unusable due to a malfunction, through no fault or negligence of the Government for a period of twenty-four (24) wall clock hours, the Contractor shall grant a credit to the Government for each hour of downtime in excess of twenty-four (24) wall clock hours (96 hours for items marked "Note 1" in Section B). Downtime credits on LEVEL 2 remedial maintenance calls placed after noon on days immediately preceding non-PPM days will not begin until 12 noon of the next PPM day. The per hour credit shall amount to one-half (1/2) percent of Total Monthly Maintenance Charge for that equipment as shown in Section B. The amount of credit granted for each piece of equipment shall not exceed the Total Monthly Maintenance Charge for that equipment. Usable being 100% operational for function intended. Credit for equipment malfunction shall be computed to the nearest hour. The Government will deduct credits from regular payments to the Contractor. If loan equipment is supplied by the Contractor, credit for downtime will not apply after loan equipment is operational.

C.19 DESTRUCTION OF FILES

Where, as a result of performing remedial or preventive maintenance the Contractor causes destruction or mutilation of customer data files, the Contractor shall grant a credit to the Government for each hour of operation, using the Government employee's hourly rate, required to reconstruct data files for a total not to exceed one-half (1/2) percent of the Total Monthly Maintenance Charge.

C.20 INVOICING FOR SERVICES

See WAWF Clause.

C.21 TRAVEL COSTS

Approved Contractor travel will include Government reimbursement for temporary duty (TDY) travel time or travel expenses. Costs incurred for lodging, meals, and incidental expenses shall be considered to be reasonable and allowable only to the extent that they do not exceed on a daily basis the maximum per diem rates in effect at the time of travel. Costs shall be allowable only if the following information is documented—

(i) Date and place (city, town, or other similar designation) of the expenses;

(ii) Purpose of the trip; and

(iii) Name of person on trip and that person’s title or relationship to the contractor.

Airfare costs in excess of the lowest priced airfare available to the contractor during normal business hours are unallowable except when such accommodations require circuitous routing, require travel during unreasonable hours, excessively prolong travel, result in increased cost that would offset transportation savings, are not reasonably adequate for the physical or medical needs of the traveler, or are not reasonably available to meet mission requirements. However, in order for airfare costs in excess of the above airfare to be allowable, the applicable condition(s) set forth above must be documented and justified.

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