BASEWIDE CUSTODIAL SERVICES

Questions & Answers / Clarifications

This document provides responses to vendor questions regarding Solicitation W911QY-26-R-CUSTODIAL for Basewide Custodial Services.

• Proposal Deadline Extended: Proposals are now due by 18 March 2026, 4 PM EST. Questions were due by 12 March 2026.

• Pricing: Include pricing for all Funding Levels (Green, Amber, Red, Black) under Technical Exhibit TE-04.

• CLIN Structure: The solicitation includes three CLINs: 0001 (Base and Laboratories), 0002 (Recycle Removal), and 0003 (Fitness Center).

• Scope of Work: No changes to the scope of work requirements since the last solicitation.

• Paper Products: The contractor is responsible for purchasing paper products (refer to PWS 4.3).

• Submission Format: The signed offeror letter should serve as a cover page and does not count towards the 4-page narrative limit. The cover page should be a single page.

• Narrative Content: The 4-page narrative can address overall capability or individual tasks, as long as all PWS points are covered. The page limitation will not be increased.

• Site Visit Sign-in Sheet: This information will not be disclosed.

• Shifts: There are no shifts; the base operates 24 hours a day. The PWS contains shift information.

• Square Footage: 50% of the square footage requires stripping and waxing, and 50% is carpeted. Specific building square footage breakdowns are generally not available, except for Building 1 (65,058 NSF).

• Contractor Clearance: Requirements include vetting and anti-terrorism training, as listed in the PWS.

• Exterior Window Cleaning: This is included in the base requirement.

• Labor Standards: The Service Contract Labor Standards statute applies. Refer to the Combined Synopsis/Solicitation for details.

• Incumbent Data: Incumbent contract pricing, historical staffing levels, or government estimate/range will not be released.

• The proposal submission deadline has been extended to March 18, 2026.

• Clarifications have been provided on pricing, CLIN structure, and submission requirements, which may impact proposal preparation.

Form / Attachment / Pricing Sheet

This document provides floor plans for Building 14, Floors 01 and G1, at the US Army Soldier Systems Center in Natick, MA. It visually identifies areas designated for cleaning services, highlighted in red.

• Floor plans for two levels of Building 14.
• Specific rooms are labeled with room numbers, square footage, and intended use (e.g., FITN, ADMN, STOR, SHLK, SHOP, MECH, BATH, INST, HAZRD).
• A clear designation of "RED AREA = CLEANING" indicates the specific zones requiring cleaning services.
• Color-coded legends on page 2 further delineate different areas, with '74028' (associated with the red cleaning areas) being a key identifier.

This attachment is crucial for bidders to understand the physical scope and specific locations where cleaning services are required. It allows for accurate assessment of the work involved, including the size and type of spaces to be serviced, which is essential for developing a comprehensive and competitive proposal.

Form / Attachment / Pricing Sheet

This document is a U.S. Department of Labor Wage Determination (No. 2015-4047, Revision No. 32) applicable to contracts subject to the Service Contract Act. It establishes the minimum wage rates and fringe benefits required for various occupations in specific counties and towns within Massachusetts.

• Lists numerous occupational codes and titles.
• Specifies the minimum hourly wage rate for each occupation.
• Indicates that fringe benefits are required and follow the occupational listing.
• Includes notes on Executive Orders 13706 (Paid Sick Leave) and 13658 (Minimum Wage), detailing applicable rates and requirements.
• Outlines general benefits such as vacation and holidays.
• Provides specific details on hazardous pay differentials and uniform allowances.
• Explains the conformance process for additional classifications not listed.

Bidders must use this wage determination to understand the minimum labor costs associated with performing services under a contract subject to the Service Contract Act. This includes ensuring that proposed wages and benefits meet or exceed the rates and requirements specified for each occupation that will be employed on the contract. Failure to comply can result in penalties. The document is crucial for accurate cost estimation and proposal development.

Questions & Answers / Clarifications

This document provides answers to vendor questions and updates regarding Solicitation W911QY-26-R-CUSTODIAL for BASEWIDE CUSTODIAL SERVICES.

• Site Visit & Proposal Deadline: The site visit has been rescheduled to March 5, 2026, at 10 AM EST. Consequently, the proposal due date has been extended to March 18, 2026, by 4 PM EST.
• Collective Bargaining Agreement (CBA) / Area Wage Determination (AWD): There is no CBA for this contract or the incumbent contract. However, an AWD does exist.
• Required Narrative: The "Narrative" required in Submission Requirements item #2 is a separate document from the one mentioned in Evaluation Criteria item 1.b. The Narrative should detail past performance and capabilities, including any previously awarded contract requirements.
• Service Contract Labor Standards: The Service Contract Labor Standards statute applies to this contract, even if there isn't a direct predecessor contract covered by it.

Key deadlines (site visit and proposal submission) have been modified. Clarifications have been provided regarding proposal content and applicable labor standards.

Other / Unclassified

This document provides instructions for a site visit.

• Date and Time: Thursday, March 5th at 10:00 AM EST.
• Location: Natick Systems Soldier Center (NSSC), 10 General Greene Ave, Natick, MA 01760.
• Meeting Point: Please meet in the lobby of Building 1.
• Action Required: Bidders must complete the Contractor Access Form, Attachment 1, to gain access to the installation.

Other / Unclassified

This document provides instructions for a site visit. It specifies the date and time as Thursday, February 26 at 10:00 AM EST. The location is the Natick Systems Soldier Center (NSSC) at 10 General Greene Ave, Natick, MA 01760. Attendees are instructed to meet in the lobby of Building 1.

IMPORTANT: Bidders must complete the Contractor Access Form, Attachment 1, to gain access to the installation for the site visit. This information is crucial for any vendor planning to attend the site visit.

Solicitation / RFP / RFQ

This document is a combined synopsis/solicitation for non-personal custodial services for the U.S. Army Soldier Systems Center (NSSC) in Natick, MA. The government intends to award a Firm-Fixed Price Contract.

• Provide custodial services for the NSSC facility, which includes approximately 78 acres and 50 buildings.

• The contract will be performance-based and results-oriented, emphasizing innovation and commercial best practices.

• A Performance Work Statement (PWS) with attachments details the specific requirements.

• Contract Type: Firm-Fixed Price

• Period of Performance: Twelve (12) months, with four (4) optional twelve-month periods.

• Estimated Value: Not explicitly stated, but the small business size standard for NAICS code 561720 is $22.0 million.

• Proposals are due by 1600 EST on 11 MAR 2026 and must be submitted electronically via email.

• Evaluation Criteria: Lowest Price Technically Acceptable (LPTA).

• Factors for evaluation, in order of importance: Technical Requirements, Price, and Past Performance.

• Proposals must cover all items identified in the PWS to be considered responsive.

• A narrative (max 4 pages) detailing capabilities and one past performance reference are required.

• A price proposal in Excel format is required.

• This solicitation is a 100% small business set-aside.

• Reserved for Small Businesses under NAICS code 561720 – Janitorial Services.

• Interested parties must be registered in the System for Award Management (SAM) under NAICS 561720 and current with VETS-4212 filings.

• Questions must be submitted in writing no later than 6 MAR 2026, 1600 EST.

• The government reserves the right to award no contracts.

Form / Attachment / Pricing Sheet

This document is the NSSC Contractor Access Request Form, used for contractors requiring access to NSSC facilities. It collects necessary information for vetting and granting access.

• Company Name

• NSSC POC (Point of Contact) and their information

• Building/Area of work

• POC Phone Number

• Fields for Last Name, First Name, Date of Birth (DOB), Driver's License Number (DL#), DL State, Current Address, and States Resided In During Past 5 Years for each visitor.

• Information required per U.S. Army Directive-Type Memorandum (DTM) 09-012 for unescorted access.

• Requirement for U.S. visitors 18 years and older to be vetted.

• Requirement for foreign visitors to be vetted through the appropriate Foreign Disclosure Officer.

• The form can be submitted via encrypted email to USARMY Natick SSC IMCOM List NATI-PoliceVistorAccess-SSC@mail.mil or faxed to (508) 206-4009.

• Requests must be received at least 24 hours prior to the visitor's arrival.

• If a visitor has been vetted within the last 90 days, their information may be on the Visitor Access Roster. For others, an email request with full name, date of visit, time of visit, and POC is required at least 24 hours prior.

• Contact USAG Natick Police Desk at 508-206-4007 to verify vetting status or for questions regarding the process.

• Waiver Request and instructions for denied access can be obtained from the USAG Natick Police Desk.

Contractors performing work under this opportunity will need to complete and submit this form to gain necessary access to NSSC facilities. Understanding the information required and the submission process is crucial for personnel deployment.

Questions & Answers / Clarifications

This document provides responses to vendor questions regarding Solicitation W911QY-26-R-CUSTODIAL for Basewide Custodial Services.

• Notice ID Correction: The Notice ID has been corrected to W911QY-26-R-CUSTODIAL, though either version is acceptable.

• SBA Size Standard: The size standard for NAICS 561720 - Janitorial Services is confirmed as $22.0 million dollars.

• Site Visit: A site visit will be held, with details to follow. A Contractor Access Request Form (Attachment 1) is required for access.

• Locations: Exhibit TE-05 is the definitive list of locations for the custodial scope.

• Pricing Format: Offerors must provide their own pricing breakdown; no specific template is provided. Emphasis is placed on innovation and cost-effectiveness.

• Performance Standards: TE-04 (Custodial Services Performance Standards) is the document referenced as Attachment A.

• Incumbent Information: Information about the incumbent contractor and contract number will not be provided.

• Key details regarding the scope, size standard, and required attachments have been clarified.

• Information regarding building security clearances and consolidated square footage/surface types will be provided during the site visit.

• Offerors need to prepare their own pricing breakdown.

Solicitation / RFP / RFQ

This is a combined synopsis/solicitation for non-personal custodial services for the U.S. Army Soldier Systems Center (NSSC) in Natick, MA. The government intends to award one Firm-Fixed Price Contract.

• Provide custodial services for the NSSC, which encompasses approximately 78 acres and 50 buildings.

• Requirements are performance-based and results-oriented, emphasizing innovation and commercial best practices.

• The Performance Work Statement (PWS) contains additional terms and conditions.

• Contract Type: Firm-Fixed Price

• Period of Performance: Twelve (12) months, with four (4) optional twelve-month periods.

• Proposals are requested via Request for Proposal (RFP).

• Submission Deadline: 11 MAR 2026, 1600 EST, via email only.

• Evaluation Criteria: Lowest Price Technically Acceptable (LPTA).

• Factors for evaluation (in order of importance): Technical Requirements, Price, and Past Performance.

• Proposals must cover all items specified in the PWS to be considered responsive.

• The government reserves the right to award without discussions.

• This is a 100% small business set-aside.

• NAICS Code: 561720 – Janitorial Services.

• Small business size standard: $9.5 million.

• Questions must be submitted in writing no later than 6 MAR 2026, 1600 EST.

• Contact: Kaylie Silva (kaylie.j.silva.civ@army.mil) and Lyndon Jagroop (lyndon.s.jagroop.civ@army.mil).

• Offerors must be registered in the System for Award Management (SAM) and current with VETS-4212 filings.

• Proposals must include a signed letter, a 4-page narrative with past performance, and a pricing proposal in Excel format.

• Full text of referenced clauses and provisions can be accessed at https://www.acquisition.gov/

Statement of Work (SOW) / Performance Work Statement (PWS)

This Performance Work Statement (PWS) outlines the requirements for providing base-wide custodial services at the US Army Soldier Systems Center in Natick, Massachusetts. The primary objective is to maintain the condition and cleanliness of all covered facilities to a professional standard.

• The contractor shall provide all necessary personnel, equipment, supplies, transportation, tools, and materials for custodial services.

• Services include scheduled cleaning, and as-ordered/requested tasks such as exterior window cleaning and special event support cleaning.

• Minimal tasks for prominent areas include trash receptacle emptying, litter pickup, sweeping/mopping, vacuuming, high-touch surface cleaning, and restroom cleaning.

• Services explicitly not included are biohazard cleaning, mold remediation, flood cleanup, and pandemic-related cleaning/disinfecting.

• Services must be performed to the standards outlined in the PWS and associated Technical Exhibits (TEs), particularly TE-4 (Enterprise Municipal Custodial Services Tasks and Frequency Performance Standards).

• The contractor must maintain an effective quality control program.

• Performance will be monitored against cost, schedule, and performance requirements.

• The work will be performed throughout the entire area occupied by NSSC and at pertinent locations in and around NSSC.

• A map of these locations is provided in Part 8, Attachment/Technical Exhibit TE-6.

• Security: Personnel may require training for access to highly classified facilities and must comply with all security policies, including AT Level I and iWATCH training.

• Personnel: Employees must be legal U.S. residents (CONUS), able to communicate in English, and adhere to strict standards of conduct. Key personnel (Project Manager, Quality Control Manager) are required.

• Reporting: The contractor must maintain logs, submit reports (e.g., Schedule of Services, Scheduled/Unscheduled Cleaning Work Reports, Access and Condition Reports), and adhere to Contractor Management Reporting requirements via SAM.gov.

• Safety & Environment: Compliance with OSHA, environmental regulations, and specific plans (Safety Plan, Spill Plan) is mandatory. Use of EPA-registered disinfectants and environmentally preferable products is required.

• Materials & Equipment: The contractor must furnish all necessary materials and equipment, including 'Bio-Preferred' items, and ensure they meet applicable standards. Equipment must be maintained and unserviceable items removed promptly.

• Government Furnished Property: Facilities for storage and custodial quarters will be provided, along with custodial closets in each building.

Form / Attachment / Pricing Sheet

This document contains floor plans for various buildings, including Headquarters Building No. 1 (Ground Floor - North and South, First Floor - North, Center, and South), Research Building No. 3 (Basement - East and West, First Floor - East and West, Second Floor - East and West, Third Floor - East and West), Development Building No. 4 (Basement - East, Center, and West, First Floor - East, Center, and West, Second Floor - East, Center, and West, Third Floor - East and West), Climatic Chambers Building, Supply Building No. 20, Health Clinic Building No. 30, Recreation Building No. 32 (First and Ground Floors), Food Engineering Laboratory Building No. 36, Food Processing Plant Building No. 36 (First Floor and Mezzanine), Headquarters Company HQ Building No. 38, Environmental Med. Bldg. No. 42 (Basement, First, Second, and Third Floors), Building No. 44, Laboratory Support Services Building No. 45 (First Floor and Basement), Chemical Storage Building No. 62, Pump House Building No. 63, Roller Test Facility Building No. 66, Air Conditioning Plant Building No. 67, Chemical Storage Building No. 68, Insecticide Storage Building No. 73, Combustion Test Facility Building No. 77, NRDEC Headquarters Building No. 78, Conference/Training Building No. 80, Special Test Lab Building No. 7 (First and Second Floor Addition), Building 86 (First and Second Deck), Hazardous Materials Storage Building No. 85, Treatability Study Building No. 94, Child Development Center Building No. 92, Central Chemical Facility Building No. 95, PM Soldier Support Building No. 77A, Backflow Preventor Building No. 97.

These are architectural floor plans detailing room layouts, dimensions, and building structures.

These floor plans provide critical spatial information for understanding the physical environment of potential work sites. Bidders can use these to assess site access, staging areas, construction requirements, and the overall scope of any facilities-related work. They are essential for any opportunity involving construction, renovation, maintenance, or site assessment within these specified buildings.

Form / Attachment / Pricing Sheet

This document is a map of the U.S. Army Natick Soldier System Center, labeled as Technical Exhibit 06. It provides a layout of the installation, including buildings, roads, and lots, with numbered designations for various facilities.

• A grid system for location reference.
• Numbered buildings and areas (e.g., Lot A, Lot H, Building 1, Building 45).
• Road names (e.g., General Greene Avenue, Turner Street, Prussman Avenue).
• Points of interest such as "Military Squash Court" and "Lake Cochituate".
• An emblem for the U.S. Army Natick Soldier System Center.

This map is relevant for bidders by providing a visual representation of the U.S. Army Natick Soldier System Center. It helps in understanding the physical layout of the installation, the location of various facilities, and the general site plan, which may be important for understanding site visits, delivery points, or the scope of work if the opportunity involves on-site activities.

Form / Attachment / Pricing Sheet

This document contains life safety plans for the first floor and lower level of a facility. It details room layouts, exit paths, and distances between exits, crucial for understanding the physical space and safety requirements.

• First Floor Life Safety Plan: Depicts room designations (e.g., "BUSINESS", "CLASSROOM", "FEC", "CORRIDOR"), exit locations, and measurements for overall diagonal and distance between exits.
• Lower Level Life Safety Plan: Similar to the first floor, showing room layouts, exit information, and measurements.
• Area Calculations: A table indicates square footage for "BUSINESS" (2630 SF), "CLASSROOM" (278 SF), and "TOTAL" (6324 SF) for the lower level.
• Scale: Both plans are drawn to a scale of 1/8" = 1'-0".

This document is essential for bidders to visualize and understand the physical layout and safety considerations of the facility where services will be performed. It may inform proposals related to facility management, construction, renovation, or any services requiring access to or operation within these spaces. Understanding the layout, exit requirements, and square footage is critical for accurate bidding and project planning.

Form / Attachment / Pricing Sheet

This document, "TE-05 Facilities to Receive Services (2 of 3)", is a technical exhibit containing finish plans for various floors of a facility. It details the specific finishes, flooring types, patterns, and transitions to be used in different rooms and areas. Bidders should use this document to understand the required interior finishes for the project.

• Floor Plans: Detailed layouts of the first, second, and third floors, including the mezzanine level.
• Room Designations: Each area is labeled with a room number and its intended use (e.g., "MEDICAL EVAL ROOM", "COMBAT MANEUVER LAB", "OPEN OFFICE").
• Finish Tags: Specific codes (e.g., LVT-1, CPT-2, EPXY-1, PT-1) are assigned to different finishes for each area.
• Finish Legend & Notes: Provides a key for understanding the finish tags and general notes regarding surface preparation, sample submission, installation plans, and specific finish requirements (e.g., base types, transitions, paint coats).
• Area Calculations: Square footage is provided for many of the rooms.

This document is crucial for bidders to accurately estimate costs and plan for the interior finishing aspects of the project. It specifies the materials, patterns, and installation details required for flooring, walls, and other interior surfaces, directly impacting the scope of work and material procurement.

Form / Attachment / Pricing Sheet

This document, "TE-05 Facilities to Receive Services (1 of 3)", is a technical exhibit that lists various buildings, rooms, and their corresponding square footage. It appears to be an attachment to a larger solicitation or contract, providing details about the physical spaces involved.

• Lists buildings numbered 1, 2, 3, 4, 5, 7, 16, 36, 42, 45, 65, 86, and 110.
• For each building, it details specific room numbers.
• Provides the square footage for each room.
• Includes a 'Notes' column that offers additional context, such as "NO LABS", "lab admin", "sewing room", "pilot plant in for red service", "bakery", "packaging outside", "altitude chamber - floor area outside chamber", "tent area tables – not in custodial contract", "are part of the development shop, not included in custodial contract", and "rain court - not in custodial contract".

This exhibit is crucial for bidders to understand the physical scope of services required. It helps in assessing the space requirements, potential logistical challenges, and the nature of the work to be performed in each listed facility. The notes provide specific operational context for certain areas, which may impact service delivery or requirements.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document outlines the performance standards and task frequencies for custodial services across various facility types within an installation.

• Defines specific cleaning tasks for different facility categories (e.g., Restrooms, General Cleaning, Food Service Areas, Showers/Locker Rooms).

• Specifies cleaning frequencies for each task based on facility type and category codes (CATCODE).

• Details exclusions for certain facility category codes and types of services not provided.

• Includes requirements for using hospital-grade disinfectants and cleaners.

• Cleaning frequencies are detailed using a legend (e.g., Daily, Weekly, Monthly, Quarterly, Annually, specific number of times per week/month/year).

• Performance is categorized by facility type (CDCs, Other CYSS Centers, PFCs, Museums-Libraries, All Other Installation Facilities).

• Specific footnotes provide detailed explanations for tasks, standards, and exclusions (e.g., hospital-grade quality, carpet cleaning, spot cleaning, waste removal, window cleaning).

• Not explicitly defined in this document, but it details tasks applicable to various installation facilities.

• Custodial services for Warriors in Transition (WT) unaccompanied personnel housing (UPH) are included and funded per specific policy.

• Administrative space within certain US Army Reserve unit facilities is considered non-reimbursable.

• Training buildings with administrative offices are treated as non-reimbursable.

• Biohazard waste decontamination requires a signed MOA and is 100% reimbursable.

• Cleaning tasks must be performed to a 'clean' standard, not just a 'level of clean'.

• Specific references to regulations (AR, TB MED, ISSA, APPA) and Executive Orders are included.

Form / Attachment / Pricing Sheet

This document, Technical Exhibit TE-03, outlines the Recycling Schedule for Installation Specific Recycle Services. It details the designated collection locations, the types and quantities of containers to be used, and the minimum pick-up frequency for each location.

• Designated Collection Locations: Specific rooms, hallways, or areas within various buildings (Bldg) where recycling containers should be placed.
• Container(s): Specifies the size (e.g., 35-gal, 65-gal, 96-gal) and quantity of containers for each location.
• Minimum Pick-up Frequency: Indicates how often the recycling is to be collected (e.g., daily, weekly).
• Remarks: Provides additional context or specific instructions for certain locations (e.g., 'Copier Room', 'Fiberboard Only', 'Cardboard Only', 'June-Sept').

This exhibit is crucial for any bidder proposing to provide installation-specific recycling services. It defines the operational scope by specifying where and how often services are required, the types of waste streams implied by container types and remarks, and the physical locations where service must be performed. Bidders must use this information to accurately estimate labor, equipment, and logistical requirements for their proposals.

Form / Attachment / Pricing Sheet

This document, "TE-02 Deliverables Schedule," is a technical exhibit that details the specific deliverables, their required frequency, format, and distribution for a contract. It serves as a schedule for reporting and submission requirements.

• Contractor Work Log: Due by the 5th of each month, submitted as MS Word/Excel to COR/ACOR.
• Emergency Delays and Support: Reported 2 hours prior to event, via Email to KO/COR/ACOR.
• Training Certificates: Anti-Terrorism, "I" watch, OPSEC, TARP, and Asbestos Awareness training certificates are due within 30 days of completion, submitted via Email to KO/COR/ACOR.
• Personnel and Plans: Resumes of key personnel, Phase In/Out Plan, and Quality Control Plan are due within 30 days of contract award, submitted via Email to KO/COR/ACOR.
• Safety and Emergency Plans: Safety Plan (30 days), Spill Plan (15 days), and Safety Data Sheets (SDS) (monthly and ongoing, due 5 days after contract award) are submitted via Email to KO/COR/ACOR.
• Emergency Medical Treatment: Reported within 2 hours of emergency, via Email/verbal to KO/COR/ACOR.
• Accident Reporting: OSHA reportable accidents and OSHA Environmental Compliance notifications are due within 2 hours of occurrence, via Verbal or Email/verbal to KO/COR/ACOR.
• Work Schedules: Schedule of Services (SoS) and Alternate Day Work Schedule are due 10 days prior to commencing work or holiday, submitted via Email to KO/COR/ACOR.
• Service Delay Notification: Due no later than 0800 the next workday, via Email to KO/COR/ACOR.
• Cleaning Reports: Scheduled and Unscheduled Cleaning Work Reports are due by the third workday of each month, submitted as Excel Spreadsheets to KO/COR/ACOR.
• Access and Condition Report: Submitted Monday through Friday, no later than 0800, via Email to KO/COR/ACOR.

This document is critical for bidders to understand the ongoing reporting and submission obligations under the contract. It outlines specific deadlines, required formats (e.g., MS Word, Excel, Email, Verbal), and the points of contact for submissions, which are essential for proposal planning and contract execution.

Statement of Work (SOW) / Performance Work Statement (PWS)

This document, Technical Exhibit TE-01, outlines the Performance Requirements Summary for custodial and janitorial services, ensuring compliance with the Performance Work Statement (PWS).

• Overall Compliance: Custodial/Janitorial services must comply with the PWS.

• Specific Tasks: The Contractor shall complete all objectives outlined in paragraph 5.3, Specific Tasks of the PWS.

• Special Events/VIP Requests: Response time for these requests must adhere to section 5.2 in the PWS.

• Quality Control Plan (QCP): The Contractor must provide a QCP as detailed in PWS paragraph 1.7.11.7. This includes a description of the inspection system for addressing services and methods for identifying and preventing defects.

• General: The Contractor shall adhere to regulations set forth in sections 6.0 and 7.0 of the PWS.

• Response Time: For special events/VIP requests, the Contractor must respond to all service calls within 4 hours.

• Customer Complaints: The Contractor shall have no more than one customer complaint per report for specific tasks and special events. For the QCP, the Contractor shall have no more than one customer complaint per calendar month.

Not explicitly detailed in this exhibit, but references to the PWS indicate these details are elsewhere.

• Adherence to specific regulations (Sections 6.0 and 7.0 of PWS).
• Provision of a Quality Control Plan (QCP) with specific descriptive requirements.