Specifications include, but are not limited to: Vendor shall supply all labor, tools, transportation, materials, equipment and permits as necessary and required to perform services as described herein. The Vendor shall provide: 1. Maintenance and repair services for Sorvall WX Ultra 80 (see 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 Contractor. 3. Emergency repairs which shall occur between the hours of 8:00 AM and 4:30 PM, Monday through Friday. 4. Telephone responses within four (4) hours of the initial call for service. 5. Timeliness of access to OEM parts that are determined necessary for repairs. Any replacement parts shall be previously unused. The use of Factory refurbished or original Contractor refurbished parts may be used in certain cases with State approval. Repair of an instrument shall not be delayed by more than forty-eight (48) hours for reasons pertaining to accessibility to and arrival of any parts. 6. Completion of repair within five (5) business days. If unable to do so, the Contractor shall escalate the repair to an OEM engineer or subcontractor to complete the repair or shall offer explanation to and obtain permission from the State to continue working on the repair themselves. 7. Arrive on-site with OEM parts that will most likely be required to complete the instrument repair based on description of issue and/or telephonic or online troubleshooting. 8. Original Equipment Manufacturer (OEM) recommended non-billable software, hardware and documentation for updates and new releases, to include training (not required for equipment deemed “End of Life” by OEM) to be installed by the Contractor.
