Note: The Contractor shall respond to all requests for repair within 48 hours of notification to the City and will begin repair services within 48 hours of notification by the City. 4.1 The successful bidder hereinafter referred to as Contractor agrees to furnish all personnel and services for the performance of preventative maintenance services. 4.2 Contractor shall provide pricing for annual maintenance for each instrument listed on the Bid Sheet. The pricing quoted shall be complete and all-inclusive. The maintenance agreement includes the following support services: 48-hour on-site service response, four hour call back from initial telephone service request, unlimited number of on-site repair visits, unlimited telephone and on-line technical support, all parts (excluding consumables), travel and labor, electronic service reports provided by email, including preventative maintenance (PM) checklist, software and firmware updates. 4.3 Contractor shall provide on-site repairs and preventative maintenance services at 812 Springdale Road, Austin, Texas 78702 in accordance with manufacturer’s specifications. 4.4 Contractor shall provide all equipment and materials required for performing services. The equipment and services shall conform to acceptable industry methods and standards. 4.5 Contractor shall include electronic pneumatic, mechanical and analytical repairs as necessary to return the instrument to manufacturer specifications. 4.6 Contractor shall be able to provide and install manufacturer required software and firmware updates. 4.7 All travel costs to perform repairs and PM shall be included in the bid price and will not be paid separately. 4.8 All replacement and repair parts and labor shall be included in the bid price and will not be paid separately. 4.9 All parts shall be new, unused, and meet acceptable industry standards. The City reserves the right to approve aftermarket parts. 4.10 Agreement shall include unlimited technical phone support at no additional cost to the City. If Contractor is not local, a toll-free number shall be provided. 4.11 Due to the warranty expiration, the maintenance agreement shall begin immediately upon expiration of the current Master Agreement and the new Master Agreement is issued. 4.12 Contractor shall have a minimum of three (3) years’ operating laboratory instrument maintenance and repair services. 4.13 Contractor technicians and service engineers assigned to this contract must be factory trained and certified to perform all repairs on Agilent and Shimadzu Instruments and shall have a minimum of one (1) year of technical experience. Copies of the certifications/credentials shall be available upon request by the City 4.14 No third-party repairs are authorized under this contract with the exception of repair(s) completed by the original equipment manufacturer (OEM). 4.15 After the PM or repairs have been performed, the Contractorshall provide a detailed listing of services performed. The service reports will clearly detail all checks, testing, and maintenance performed including parts used and diagnostics. Upon completion of repairs instrumentation must pass all FSD quality assurance criteria including: successful standard spectra tune, injection and resolution of chromatographic test mixture. 4.16 The City reserves the right to add or delete instruments throughout the term of the contract. 4.17 The Contractor shall include with their bid sheet at least three (3) customer references listed in Section 0700 Reference Sheet.
