The Annual Full-Service must include: o Service and preventative maintenance for the timeframe of the contract o Unlimited on-site Field Service for each instrument All replacement parts, labor, and travel expenses are included Software upgrades included o Unlimited Technical Support o One (1) Preventative Maintenance visit including all PM supplies. Customer remedial maintenance will be as follows: • Provide telephone support to assess the malfunction, and if possible, provide corrective solution • Make commercially reasonable efforts to provide customer on-site remedial maintenance within twenty-four (24) hours of DSHS’ request • All parts will be furnished on an exchange basis and will be new standard, equivalent refurbished parts, or parts of equivalent quality
