Specifications include, but are not limited to: The Vendor shall provide: 1. Maintenance and repair services for all instruments listed in Attachment A – 1977-17 Offer Sheet. 2. Unlimited toll-free telephone support during the hours of 8:30 AM and 5:00 PM (EST), Monday through Friday. Vendor shall respond by telephone within four (4) hours of the initial call for service. 3. Emergency repairs shall occur between the hours of 8:30 AM and 5:00 PM, Monday through Friday. 4. Unlimited emergency on-site repair services, to be provided within forty-eight (48) hours from the time it is determined that on-site repairs are needed. 5. Immediate notification of all recommended critical software issues. 6. Installation of all Original Equipment Manufacturer (OEM) recommended non-billable software and documentation for updates and new releases. 7. A 5% minimum discount on classroom, web and onsite training. 8. One (1) Preventative Maintenance (PM) visit performed by a Field Service Engineer per year on all applicable equipment shall include: a. Shall perform all maintenance functions as noted in the owner’s manual and recommended by the manufacturer. b. The Preventative Maintenance Visit shall occur at a mutually agreeable time which may be combined with a repair visit. c. Test to assure the equipment is functioning according to factory acceptable standards. 9. All labor, travel costs, telephone assistant costs, and service parts, including consumable parts required for PM/repair/updates/etc. are to be included in the pricing.
