Specifications include, but are not limited to: The required services to be provided are support services for PerkinElmer (PE) instrument software applications and ancillary equipment (computers and printers) by way of annual service agreement. Annual service agreement shall include unlimited repair services, non-consumable parts, labor, travel to location, emergency breakdown visits, technical support and remote support. Remote support shall be provided via secure internet connection and shall provide assistance to diagnose and resolve ancillary instrument equipment or software related problems, such as software crashes. Contractor shall dispatch an on-site PE OneSource Service engineer if ancillary instrument equipment (computer/printer) or software, covered under contract, requires a repair that cannot be corrected remotely. If the software, computer(s), or printer(s), becomes inoperable, a PE OneSource Service Engineer will be sent to replace the computer(s)/printer(s) and reload the software to ensure the interface functions properly. Contractor shall provide a toll-free phone number for telephone support service Monday through Friday, 8:00 a.m. - 5:00 p.m. Service personnel will be scheduled via phone or in person once a service call is opened by the State. Contractor shall ensure the PE software applications and ancillary instrument equipment will be verified by the PE factory trained/certified engineer(s) for successful operation of instrumentation after all repairs are completed.
