Specifications include, but are not limited to: The required services to be provided are for a service agreement for PerkinElmer (PE) ancillary equipment (computers and printers) and instrument software applications in the Department of State Health Services (DSHS) Laboratory. See Exhibit G – Equipment List for all equipment covered under this SOW. Equipment may be added or removed during the term of the awarded Contract and at the sole discretion of the HHS Agency. The annual service agreement shall include, at minimum, preventive maintenance services, inspections, unlimited repair services, non-consumable parts, labor, emergency on-site and remote services, technical support, and remote support. Contractor must submit with bid response a detailed and comprehensive description of, at minimum, the preventive maintenance services, inspections, frequency of inspections, as needed repair services, equipment, non-consumable parts and hardware, software and software updates, labor and warranties that will be covered under the annual service agreement. Services shall be performed in accordance with manufacturer required maintenance services and inspection schedules. Remote support shall be provided via secure internet connection and shall provide assistance with diagnosis and effectively resolve ancillary instrument equipment, Exhibit G - Equipment List, or software related problems, such as software crashes. Contractor shall dispatch an on-site PE technician if ancillary instrument equipment or software requires a repair that cannot be corrected remotely. If the software, computer, or printer, becomes inoperable, a PE technician will be sent to replace the computer and printer and reload the software to ensure the interface functions properly. Contractor shall provide a toll-free phone number for phone support services and must be available Monday through Friday, 8:00 a.m. to 5:00 p.m., Central Time. The Contractor shall schedule service personnel, for remote support services or on-site support services, as applicable, upon notification from the HHS Agency.
