1. Service shall include “Service center” repair of select modules. 2. Service shall include on-site hardware troubleshooting and repair with standard response times within 2 business days. Repairs shall occur during normal business hours and include diagnosis and correction of the malfunctions and failures. Repair is provided uninterrupted unless additional parts or resources are required. If interrupted, repair services will resume as soon as the parts or resources are available. 3. Service engineers shall be qualified, and factory trained to work on Agilent instrument hardware. At the time a bid is submitted, respondents shall provide training certificates and summaries of experience for individuals who will be performing service/maintenance on equipment. 4. All malfunctioning equipment shall be either repaired or replaced. 5. Replacement equipment is not precluded from coverage under the service agreement.
