The QTRAP 5500 system, purchased in 2012 and installed by AB SCIEX Inc., is an integral instrument needed for outbreak support and research of marine toxins, aquaculture drugs and seafood decomposition conducted at Division of Seafood Science and Technology. Therefore, this instrument must be maintained in excellent operable condition for the uninterrupted function for the protection of public health. PM service agreement is needed for keeping the performance of the instrument in operable condition which will result in no down time of the instrument. Maintenance of the system has been performed by original equipment manufacturer (OEM), AB SCIEX LLC since its purchase. The PM maintenance service agreement will be for a base period and four (4) option periods.
2. Scope
The purpose of this requirement is to acquire a preventative maintenance (PM) service agreement for SCIEX QTRAP 5500 mass spectrometer system (SN: AU28681203), a laboratory instrument system that supports the research projects and outbreak supports conducted at Division of Seafood Science and Technology (DSST), Office of Food Safety.
Requirement
Minimum Performance Requirements
The PM service agreement shall cover unlimited manufacturer approved parts, labor, travel and accommodation for the planned PM service and remedial service during the contract period. The AB SCIEX certified (or OEM equivalent compliant) engineers shall respond within two (2) business day for service. The planned service shall be delivered for all the system components at the same time to reduce downtime of the system. The service shall provide unlimited hardware, software, and application telephone support during normal business hours (0800 – 1700 CT). Service shall include the following:
• upgrade software to the latest version and cover all software patches by AB SCIEX.
• prioritized software phone and online support.
• premium content access to SCIEXNow Learning hub and Knowledge base online.
• provide troubleshooting for software malfunctions and correct action on the latest versions.
• and additional discounts on additional software licenses and validation/compliance services.
Task 1 – Yearly Preventative Maintenance (PM)
• Service shall provide two (2) semiannual planned maintenance service requests for SCIEX QTRAP 5500 per contract period per instrument manufacturer specifications and recommendations.
• An OEM factory trained and certified (or OEM equivalent compliant) technician shall travel to the place of performance specified below in section 8 to perform PM and shall use AB SCIEX diagnostic tools for efficient diagnosis and performance. At that time, any maintenance needed to keep or bring the machines to compliancy shall be done.
• Service shall include unlimited parts for maintenance and remedial repair during the contract period.
• Shall use only manufacturer made (OEM) or manufacturer certified parts for the service.
• Shall conduct annual software check to ensure that all software is up to date with the latest entitled version.
• Shall deliver full updates and upgrades to latest software versions for all entitled SCIEX software.
• Shall cover engineer dispatch charges, travel, labor, accommodation.
Task 2 – Technical Support
• Shall provide unlimited manufacturer technical support on the instrument, and informatics during normal business and remote tele diagnostic feature for troubleshooting for efficient performance if needed.
• Shall provide prioritized software and application telephone support during normal business hours.
• Shall provide premium access to the mass spectrometer manufacturer AB SCIEX online SCIEX Now Learning hub and Knowledge base.
• Shall provide unlimited customer technical phone support during normal business hours.
• Quick response of AB SCIEX certified (or OEM equivalent compliant) engineers within two (2) business days for remedial repair during the contract period.
• Priority Technical Support (Dedicated phone number and email access, 365 days/year, 24 hrs/day).
• Two (2) hour email response time.
Task 3 – Repairs
• Services and repairs shall be provided by AB SCIEX certified (or OEM equivalent compliant) engineers and using manufacturer diagnostic tools for efficient diagnosis and performance.
• Quick response of certified engineers within 2 business days for remedial repair during the contract period.
• Shall cover engineer dispatch charges, travel, labor, accommodation.
• Service shall be provided on regular workdays.
• All workmanship shall be warranted for at least sixty (60) days.
Records and Reports
The Vendor shall, commensurate with the completion of each service call , provide the end-user of the equipment with a copy of a field service report/ticket identifying the equipment name, manufacturer, model number, and serial number of the equipment being serviced/repaired and detailing the reason for the service call, a detailed description of the work performed, a list of any reference test instruments or other equipment used to affect the repair or otherwise perform the service, the name(s) and contact information of the technician who performed the repair/service, and for information purposes, the on-site hours expended and parts/components replaced.
