Specifications include, but are not limited to: The Vendor shall provide: 1. Maintenance and repair services for all instruments listed on the attached Offer Sheet. 2. Service to include unlimited toll-free telephone support to isolate and resolve hardware and software problems, service center repair, and on-site hardware troubleshooting and repair within 48 hours of initial contact by agency personal. Unlimited emergency on-site repair services within forty-eight (48) hours from the time it is determined that on-site repairs are needed. All labor, travel costs and telephone assistance costs, and original equipment manufacturer (OEM) service parts, including consumable parts required for repair are included and are the sole responsibility of the vendor. 3. Emergency repairs which shall occur between the hours of 8:30 AM and 5:00 PM, Monday through Friday. 4. Telephone responses within four (4) hours of the initial call for service.
