Contractor Responsibilities: 1. Contractor shall provide technical assistance and system troubleshooting services, initiated via helpdesk ticket phone call, and/or email. These services include: a. 24/7 access to qualified engineering staff for system diagnostics and issue resolution. b. Assistance with operational tasks, including but not limited to, access management, set point adjustments, and guidance on operating procedures. c. Resolution of software-based issues, such as programming errors and mapping concerns, to ensure the system operates within normal parameters. d. Acting as the primary liaison with the Rockwell Automation technical support. 2. Contractor shall dispatch personnel for on-site support when an issue cannot be resolved remotely. The need for on-site support will be determined in coordination with the Science Center’s Contract Manager. All costs associated with travel and on-site dispatch shall be included in the service fees and shall not be billed separately. 3. The Science Center Contract Manager will provide the Contractor with the necessary credentials and permissions to perform authorized modifications or create new system maps, which shall not exceed Custodian-level privilege. If a higher privilege is required to complete an authorized task, it shall be granted only under the following safeguard conditions: a. The task requiring elevated access must be performed by Science Center personnel while the Contractor provides expert guidance and direction; or b. Higher-level credentials will be issued to the Contractor for a limited time duration, with the elevated privilege automatically revoked immediately upon completion of the authorized task or at the end of the predefined window, whichever comes first.
