Specifications include, but are not limited to: Equipment covered and the associated maintenance rates or premiums; 2.7.2. Terms of coverage including start date and end date and hours and days of coverage (e.g. 24/7, 9/5, inclusion/exclusion of holidays, etc.); 2.7.3. Maintenance service provider; 2.7.4. Definition of excluded parts and/or consumable items; 2.7.5. Definition and procedure for preventive maintenance including the number of preventive maintenance services calls to be minimally provided; and 2.7.6. The service level agreement definition for preventative maintenance shall include, but not be limited to, the act of servicing (including inspecting, testing, reconditioning, cleaning, etc.) or replacing worn or damaged individual parts and components before their inevitable failure causes a total breakdown. 2.7.7. If applicable, details as to how software maintenance will be handled. Many OEM service contracts are for both hardware and software and cannot be easily separated. 2.7.8. Minimum response time of the service provider to remedial requests of the agency that should include 1) a required response time for initial confirmation of receipt of the service request including initial diagnosis of the problem and 2) another required response time for on-site arrival of service staff. There should be no zone charges (extra charges if travel is far from the service center).
