J065--Olympus Endoscope Repair Service Cincinnati VAMC
Overview
Buyer
Place of Performance
NAICS
PSC
Set Aside
Original Source
Timeline
Qualification Details
Fit reasons
- NAICS alignment with historical contract wins in similar service areas.
- Scope strongly matches core technical capabilities and delivery model.
Risks
- Past performance thresholds may require one additional teaming partner.
- Potential clarification needed on staffing minimums before bid/no-bid.
Next steps
Validate eligibility requirements, assign capture owner, and schedule partner outreach to confirm teaming strategy before submission planning.
This is a Sources Sought notice and not a request for quotes. This request is solely for the purpose of conducting market research to enhance VHA s understanding of the market s offered products, services and capabilities. The Government will not pay any costs for responses submitted in response to this Sources Sought.
The Cincinnati VAMC requires that all endoscopic equipment be maintained in accordance with the original equipment manufacturer (OEM) specifications. This equipment will be covered under a service agreement.
The NAICS Code for this acquisition is 811210, size standard of $34 Million. The product service code is J065. The contracting office is contemplating award of a Firm-Fixed-Price contract for this service.
This Sources Sought notice provides an opportunity for respondents to submit their notice of ability, and their available services in response to the requirement described below. Vendors are being invited to submit information relative to their potential of fulfilling the requirement below, in the form of a capability response that addresses the specific requirement identified in this Sources Sought. Pursuant to FAR Part 10, Market Research, the purpose of this notice is to determine if sources capable of satisfying the agency's requirements exists and to determine the commercial practices of company's engaged in providing the needed service. Pursuant to FAR Part 6 and FAR Part 19, competition and set-aside decisions may be based on the results of this market research. This notice in no way obligates the Government to any further action.
GENERAL REQUIREMENTS
Contractors that can provide and meet the requirement are requested to send:
1. Company Name
2. SAM.gov UEI number
3. Business size under NAICS 811210
4. If you believe another NAICS code is more suitable for these services, please include the code.
5. If the service(s) are available on an FSS contract or not and the FSS contract number if it is available on contract.
6. Notification if they are an SBA Dynamic Small Business Search registered VOSB/SDVOSB or not. Contractors must be registered and certified in Dynamic Small Business Search to be considered VOSB/SDVOSB.
7. Is there any reason you would not be interested in responding to a solicitation?
8. Please provide a short narrative on the technical capability and interest in providing the requested services.
9. Any questions, comments, or concerns, that may otherwise assist us.
10. Does your company have the ability to perform this contract while complying with the Limitations on Subcontracting rules per FAR 52.219-14, 13 CFR 125.6 and VAAR 852.219-75. If so, please briefly explain how your firm will accomplish this, include any potential teaming arrangements or subcontractors.
To Note: The CO shall conduct periodic checks with the vendor to ensure that Limitations on Subcontracting compliance is maintained during the period of performance if this requirement is set-aside for any small business entities. In accordance with 13 CFR § 125.6(g), Whoever violates the requirements set forth in paragraph (a) of this section shall be subject to the penalties prescribed in 15 U.S.C. 645(d), except that the fine shall be treated as the greater of $500,000 or the dollar amount spent, in excess of permitted levels, by the entity on subcontractors. A party's failure to comply with the spirit and intent of a subcontract with a similarly situated entity may be considered a basis for debarment on the grounds, including but not limited to, that the parties have violated the terms of a government contract or subcontract pursuant to far 9.406-2(b)(1)(i) (48 CFR 9.406-2(b)(1)(i)
11. Can your company comply with VAAR 852.212-71(c)?
VAAR 852.212-71 GRAY MARKET AND COUNTERFEIT ITEMS (FEB 2023)
(c) Vendor shall be an OEM, authorized dealer, authorized distributor, or authorized reseller for the proposed equipment/system, verified by an authorization letter or other documents from the OEM. All software licensing, warranty and service associated with the equipment/system shall be in accordance with the OEM terms and conditions.
RESPONSE COMMITMENT
Response:
All responses should be directed to Michael.Groneman@va.gov
Submittals furnished will not be returned to the sender. No debriefs will be conducted. Eligibility in participating in a future acquisition does not depend upon a response to this notice.
Proprietary information is neither requested nor desired. If such information is submitted, it must clearly be marked "proprietary" on every sheet containing such information, and the proprietary information must be segregated to the maximum extent practicable from other portions of the response (e.g., use an attachment or exhibit).
Timeline:
This request will close on stated date within the Government Point of Entry (GPE).
Performance Work Statement
1. Contract Title: Olympus America, Inc. Full-Service Scope Repair Agreement
2. Background:
The Cincinnati VA Medical Center uses a variety of scopes to diagnose and treat both acute and chronic medical conditions. A repair agreement is being requested and needed to ensure that all scopes are fully functioning to meet patient clinical demands.
3. Scope:
The contractor shall provide all necessary labor, management, supervision, technical skills, quality control, materials, tools, transportation, software, and equipment necessary for the preventative and corrective maintenance of the following endoscopes and devices at the Cincinnati VA Medical Center:
Summary of Equipment
Quantity
Product Category
11
Bronch Video
31
Camera Heads
1
CYF/HYF Fiber
32
CYF/HYF Video
4
EBUS
2
Electronics I
8
ENF Fiber
28
ENF Video
4
EUS
1
Generator
32
GI Video
1
Laser II
1
LF/MAF Video
6
Semi Rigid
98
Telescopes
2
TJF
8
URO Video
Line Items of Equipment
Â
Model
Serial Number
Product Category
1
ENF-GP2
7205757
ENF Fiber
2
ENF-GP2
7205765
ENF Fiber
3
ENF-GP2
7205769
ENF Fiber
4
ENF-GP2
7205770
ENF Fiber
5
ENF-GP2
7205771
ENF Fiber
6
ENF-GP2
7205772
ENF Fiber
7
ENF-GP2
7205781
ENF Fiber
8
ENF-GP2
7205782
ENF Fiber
9
ENF-V3
7242600
ENF Video
10
ENF-V3
7242601
ENF Video
11
ENF-V3
7242626
ENF Video
12
ENF-V3
7242630
ENF Video
13
ENF-VH
7234165
ENF Video
14
ENF-VH
7234173
ENF Video
15
ENF-VH
7234174
ENF Video
16
ENF-VH
7234279
ENF Video
17
ENF-VH
7234295
ENF Video
18
ENF-VH
7234297
ENF Video
19
ENF-VH
7234298
ENF Video
20
ENF-VH
7234300
ENF Video
21
ENF-VH
7234302
ENF Video
22
ENF-VH
7234305
ENF Video
23
ENF-VH
7234306
ENF Video
24
ENF-VH
7234307
ENF Video
25
ENF-VH
7234308
ENF Video
26
ENF-VH
7234309
ENF Video
27
ENF-VH
7234310
ENF Video
28
ENF-VH
7234311
ENF Video
29
ENF-VH
7234312
ENF Video
30
ENF-VH
7234325
ENF Video
31
ENF-VH
7234326
ENF Video
32
ENF-VH
7234328
ENF Video
33
ENF-VH
7234329
ENF Video
34
ENF-VH
7234331
ENF Video
35
ENF-VH
7234332
ENF Video
36
ENF-VH
7234333
ENF Video
37
WA4KS400
801503
Telescopes
38
WA4KS400
801505
Telescopes
39
WA4KS400
801506
Telescopes
40
WA4KS400
802801
Telescopes
41
WA4KS400
801508
Telescopes
42
WA4KS400
801510
Telescopes
43
WA4KS400
801511
Telescopes
44
WA4KS400
802939
Telescopes
45
WA4KS400
801519
Telescopes
46
WA4KS430
800098
Telescopes
47
WA4KS430
800779
Telescopes
48
WA4KS430
800837
Telescopes
49
WA4KS430
800929
Telescopes
50
WA4KS430
800932
Telescopes
51
WA4KS430
800937
Telescopes
52
WA4KS430
801011
Telescopes
53
WA4KS430
801012
Telescopes
54
WA4KS430
801014
Telescopes
55
WA4KS445
800214
Telescopes
56
WA4KS445
800307
Telescopes
57
WA4KS445
800308
Telescopes
58
WA96100A
800526
Telescopes
59
WA96100A
800529
Telescopes
60
BF-1TH190
2428965
Bronch Video
61
CH-S200-XZ-EA
7224496
Camera Heads
62
CH-S200-XZ-EA
7224499
Camera Heads
63
CH-S200-XZ-EA
7224500
Camera Heads
64
CH-S200-XZ-EA
7324540
Camera Heads
65
CH-S200-XZ-EA
7324543
Camera Heads
66
CH-S200-XZ-EA
7324544
Camera Heads
67
CH-S200-XZ-EA
7324546
Camera Heads
68
CH-S200-XZ-EA
7324549
Camera Heads
69
CH-S200-XZ-EA
7324561
Camera Heads
70
CH-S200-XZ-EA
7324573
Camera Heads
71
MAF-TM2
2101275
LF/MAF Video
72
WA4KL100
802236
Telescopes
73
WA4KL100
802251
Telescopes
74
WA4KL100
802287
Telescopes
75
WA4KL100
802303
Telescopes
76
WA4KL100
802547
Telescopes
77
WA4KL100
802579
Telescopes
78
WA4KL100
802589
Telescopes
79
WA4KL100
802593
Telescopes
80
WA4KL100
802597
Telescopes
81
WA4KL100
802603
Telescopes
82
WA4KL130
804559
Telescopes
83
WA4KL130
805188
Telescopes
84
WA4KL130
806544
Telescopes
85
WA4KL130
806545
Telescopes
86
WA4KL130
806547
Telescopes
87
WA4KL130
806548
Telescopes
88
WA4KL130
806550
Telescopes
89
WA4KL130
806551
Telescopes
90
WA4KL130
806552
Telescopes
91
WA4KL130
806568
Telescopes
92
WA4KL500
803563
Telescopes
93
WA4KL500
803564
Telescopes
94
WA4KL500
803566
Telescopes
95
WA4KL500
803568
Telescopes
96
WA4KL500
803570
Telescopes
97
WA4KL500
803637
Telescopes
98
WA4KL500
803648
Telescopes
99
WA4KL500
803716
Telescopes
100
WA4KL500
803718
Telescopes
101
WA4KL500
803720
Telescopes
102
WA4KL530
804790
Telescopes
103
WA4KL530
804794
Telescopes
104
WA4KL530
804798
Telescopes
105
WA4KL530
804799
Telescopes
106
WA4KL530
804800
Telescopes
107
WA4KL530
804809
Telescopes
108
WA4KL530
804854
Telescopes
109
WA4KL530
804858
Telescopes
110
WA4KL530
804987
Telescopes
111
WA4KL530
805033
Telescopes
112
A22002A
668507
Telescopes
113
A22002A
668509
Telescopes
114
A22002A
668526
Telescopes
115
A22003A
303895
Telescopes
116
A22003A
304095
Telescopes
117
A22003A
670945
Telescopes
118
A22003A
671388
Telescopes
119
A22003A
671955
Telescopes
120
ALT-PRO
7240918
Electronics I
121
ALT-PRO
7240919
Electronics I
122
CH-S200-XZ-EB
7222387
Camera Heads
123
CH-S200-XZ-EB
7222388
Camera Heads
124
CH-S200-XZ-EB
7222389
Camera Heads
125
CH-S200-XZ-EB
7222391
Camera Heads
126
CH-S200-XZ-EB
7222428
Camera Heads
127
CH-S200-XZ-EB
7222430
Camera Heads
128
CH-S200-XZ-EB
7222432
Camera Heads
129
CH-S200-XZ-EB
7222434
Camera Heads
130
CH-S200-XZ-EB
7222436
Camera Heads
131
CH-S200-XZ-EB
7222438
Camera Heads
132
CYF-5
2254818
CYF/HYF Fiber
133
CYF-V2
2244639
CYF/HYF Video
134
CYF-V2
2445947
CYF/HYF Video
135
CYF-V2
2445954
CYF/HYF Video
136
CYF-V2
2445958
CYF/HYF Video
137
CYF-V2
2445961
CYF/HYF Video
138
CYF-V2
2446008
CYF/HYF Video
139
CYF-V2
2446070
CYF/HYF Video
140
CYF-V2
2446071
CYF/HYF Video
141
CYF-V2
2446073
CYF/HYF Video
142
CYF-V2
2657200
CYF/HYF Video
143
CYF-VH
2929197
CYF/HYF Video
144
CYF-VH
2929199
CYF/HYF Video
145
CYF-VH
2929213
CYF/HYF Video
146
CYF-VH
2929214
CYF/HYF Video
147
CYF-VH
2929216
CYF/HYF Video
148
CYF-VH
2929218
CYF/HYF Video
149
CYF-VH
2929221
CYF/HYF Video
150
CYF-VH
2929222
CYF/HYF Video
151
CYF-VH
2929223
CYF/HYF Video
152
CYF-VH
2929224
CYF/HYF Video
153
CYF-VH
2929225
CYF/HYF Video
154
CYF-VH
2929235
CYF/HYF Video
155
CYF-VH
2929236
CYF/HYF Video
156
CYF-VH
2929239
CYF/HYF Video
157
CYF-VH
2929272
CYF/HYF Video
158
CYF-VH
2929285
CYF/HYF Video
159
CYF-VH
2929288
CYF/HYF Video
160
CYF-VH
2929295
CYF/HYF Video
161
CYF-VH
2929297
CYF/HYF Video
162
CYF-VH
2929326
CYF/HYF Video
163
TFL-PLS
MDUF190104
Laser II
164
URF-V3R
2301315
URO Video
165
URF-V3R
2301328
URO Video
166
URF-V3R
2301331
URO Video
167
URF-V3R
2301332
URO Video
168
URF-V3R
2301333
URO Video
169
URF-V3R
2301334
URO Video
170
URF-V3R
2301335
URO Video
171
URF-V3R
2301336
URO Video
172
WA02943A
200142
Semi Rigid
173
WA02943A
200233
Semi Rigid
174
WA02944A
627681
Semi Rigid
175
WA02944A
627774
Semi Rigid
176
WA20021A
800462
Telescopes
177
WA20021A
800938
Telescopes
178
WA20021A
810165
Telescopes
179
WA20023A
800250
Telescopes
180
WA20023A
802551
Telescopes
181
WA2T430A
813147
Telescopes
182
WA2T430A
813160
Telescopes
183
WA2T430A
813632
Telescopes
184
WA2T430A
813635
Telescopes
185
WA2T430A
818691
Telescopes
186
WA2T430A
818698
Telescopes
187
WA2T430A
819819
Telescopes
188
WA2T430A
819822
Telescopes
189
WA2T430A
819823
Telescopes
190
WA2T430A
809609
Telescopes
191
WA2T430A
819826
Telescopes
192
WA2T430A
832124
Telescopes
193
WA2T470A
807705
Telescopes
194
WA2T470A
802758
Telescopes
195
WA2T470A
807710
Telescopes
196
WA2T470A
807711
Telescopes
197
WA2T470A
807712
Telescopes
198
WA2T470A
810495
Telescopes
199
WA2T470A
807996
Telescopes
200
WA2T470A
807999
Telescopes
201
WA2UR13A
800169
Semi Rigid
202
WA2UR13A
800171
Semi Rigid
203
WA33036A
543976
Telescopes
204
WA33036A
685950
Telescopes
205
WB91051W
B006116
Generator
206
BF-1TH190
2025988
Bronch Video
207
BF-1TH190
2026026
Bronch Video
208
BF-1TH190
2026028
Bronch Video
209
BF-1TH190
2723609
Bronch Video
210
BF-1TH190
2723668
Bronch Video
211
BF-H190
2026021
Bronch Video
212
BF-H190
2026030
Bronch Video
213
BF-P190
2013494
Bronch Video
214
BF-P190
2711783
Bronch Video
215
BF-UC190F
7313156
EBUS
216
BF-XP190
2711063
Bronch Video
217
CF-HQ1100DL
2403081
GI Video
218
CF-HQ1100DL
2403084
GI Video
219
CF-HQ1100DL
2403085
GI Video
220
CF-HQ1100DL
2403086
GI Video
221
CF-HQ1100DL
2403087
GI Video
222
CF-HQ1100DL
2403088
GI Video
223
CF-HQ1100DL
2403089
GI Video
224
CF-HQ1100DL
2403091
GI Video
225
CF-HQ1100DL
2403094
GI Video
226
CF-HQ1100DL
2403095
GI Video
227
CF-HQ1100DL
2403100
GI Video
228
CF-HQ1100DL
2403111
GI Video
229
GF-UCT180
7923415
EUS
230
GF-UCT180
7923428
EUS
231
GF-UE160-AL5
7821735
EUS
232
GIF-1100
2405015
GI Video
233
GIF-1100
2405031
GI Video
234
GIF-1100
2405035
GI Video
235
GIF-1100
2405036
GI Video
236
GIF-1100
2405038
GI Video
237
GIF-1100
2405041
GI Video
238
GIF-1100
2405044
GI Video
239
GIF-1100
2405046
GI Video
240
GIF-1100
2405047
GI Video
241
GIF-1100
2405144
GI Video
242
GIF-1TH190
2942676
GI Video
243
GIF-XP190N
2436683
GI Video
244
PCF-H190TL
2410711
GI Video
245
PCF-HQ190L
2411027
GI Video
246
PCF-HQ190L
2411028
GI Video
247
PCF-HQ190L
2411031
GI Video
248
PCF-HQ190L
2411036
GI Video
249
PCF-HQ190L
2411039
GI Video
250
PCF-HQ190L
2411044
GI Video
251
PCF-PH190L
2941401
GI Video
252
BF-UC190F
7413909
EBUS
253
BF-UC190F
7413971
EBUS
254
BF-UC190F
7413973
EBUS
255
CH-S190-XZ-E
7231176
Camera Heads
256
CH-S190-XZ-E
7231180
Camera Heads
257
CH-S200-XZ-EB
7222194
Camera Heads
258
CH-S200-XZ-EB
7222253
Camera Heads
259
CH-S200-XZ-EB
7222254
Camera Heads
260
CH-S200-XZ-EB
7222259
Camera Heads
261
CH-S200-XZ-EB
7222288
Camera Heads
262
CH-S200-XZ-EB
7222290
Camera Heads
263
CH-S200-XZ-EB
7222309
Camera Heads
264
CH-S200-XZ-EB
7222312
Camera Heads
265
CH-S200-XZ-EB
7222313
Camera Heads
266
CYF-V2
2446074
CYF/HYF Video
267
GF-UE160-AL5
7433197
EUS
268
CYF-V2
2720978
CYF/HYF Video
269
TJF-Q190V
2229171
TJF
270
TJF-Q190V
2229161
TJF
Types of repairs include but are not limited to:
Scope failing leak test in SPS (Sterile Processing Service)
Scope failing in reprocessing
Scope has leak in biopsy channel
Scope being smashed during use or during the sterilization process.
4. Specific Tasks:
Biomedical Engineering requires services for over 270 Olympus scopes, including parts and labor, 24 hours per day, for a full year with the option for the VA to exercise additional option years. The above stated scopes are used to provide direct patient care in surgical spaces across the Cincinnati VAMC.
Description Of Services:
The contractor shall provide all necessary labor, management, supervision, technical skills, quality control, materials, tools, transportation, software, and equipment necessary to repair or exchange, or perform preventative maintenance as required by the OEM, for the above stated scope. This scope must be repaired with the use of OEM or reconditioned, refurbished and/or serviceable parts, tools, and materials. Contractor must have direct access to OEM parts or ability to replace scope with equipment of equal value.
Supplies and consumables used during normal use or during the service or repair process, including, without limitation, reprocessing chemicals, lamps, cables, thermal head printers, filters, and connectors.
Software upgrades, new features, or major enhancements as required by OEM
Testing or certification of leakage current, unless otherwise specified in writing.
Except for pre-effective date repairs, any Equipment which has been disassembled, repaired, tampered with, changed, or modified by persons other than Olympus own authorized service personnel unless such service or repair by others is made with the written consent of Olympus.
Defects or damage to the Equipment resulting from Customer s misuse, abuse, negligence, non-performance of scheduled operator and maintenance items, failing to comply with the Instructions for Use (IFU), or acts of God and other natural or man-made disasters.
Equipment which does not contain a validly placed and recorded Olympus serial number; or
Partial service or repair requests.
Provide Customer with unrestricted access to technical support twenty-four (24) hours a day, seven (7) days per week. Contact the Olympus Technical Assistance Center ( TAC ) at 1-800-848-9024, Option 1 (Monday through Friday between 7am and 8pm ET) or 1-877-624-7267 (Weekends and Monday through Friday between 8pm and 7am ET).
Provide a telephone response to technical inquiries for repairs within four hours
At no additional charge, provide Customer next-day, pre-paid shipping labels to send Equipment to Olympus for repair and to return repaired Equipment to Customer via next day freight.
Provide all parts and labor necessary to complete the service to Olympus then-current service specifications. Olympus may use reconditioned, refurbished, and/or serviceable used parts that satisfy Olympus regulatory and quality standards
Provide access to the Olympus online service portal (www.olympusamerica.com/serviceportal) to enable the management of various aspects of the service.
Provide Customer s employees with access to Olympus University educational courses. A complete listing of courses offered can be found at www.olympusuniversity.com. Unless otherwise noted in the course description, course fees are included as part of this Agreement.
5. Deliverables:
Full repair coverage with no cap for all contracted equipment, including accidental damage coverage at no extra charge.
Next day shipping in both directions included at no extra charge
24/7 technical support: Weekdays 7:00 a.m. - 8:00 p.m. ET at (800) 848-9024 or all other times at (877) 624-7267
Online repair tracking and history at https://MyOlympusService.com
Periodic and on-demand training and support provided by Olympus Endoscopy Support Specialists
Full access to preventative maintenance and educational courses offered through Olympus Continuum
Prioritized access to loaner equipment (available upon request and subject to availability) at no extra charge for covered items
Service Contracts administrative support: Weekdays 8:30 a.m. - 5:30 p.m. ET by phone at (800) 401-1075, by fax at (484) 896-7135 or by email at Service.Contracts@Olympus.com
Exceptions:
Supplies and consumables used during normal use or during the service or repair process, including, without limitation, reprocessing chemicals, lamps, cables, thermal head printers, filters, and connectors.
Software products.
Testing or certification of leakage current, unless otherwise specified in writing.
Except for pre-effective date repairs, any Equipment which has been disassembled, repaired, tampered with, changed, or modified by persons other than Olympus own authorized service personnel unless such service or repair by others is made with the written consent of Olympus.
Defects or damage to the Equipment resulting from Customer s misuse, abuse, negligence, non-performance of scheduled operator and maintenance items, failing to comply with the Instructions for Use (IFU), or acts of God and other natural or man-made disasters.
Equipment which does not contain a validly placed and recorded Olympus serial number; or
Partial service or repair requests
6. Deliverables Schedule:
One year, Firm Fixed Price (FFP) contract.
7. Performance Monitoring:
The contractor shall use commercially reasonable efforts to provide service as quickly as possible and on a priority basis for emergencies. The contractor shall ensure prompt communication with the Contracting Officer s Representative or designee.
The Contractor shall be required to report to Biomedical Engineering to check in. This check in is mandatory. When the service is completed, the technician shall document services rendered on a legible Service Report(s). The technician shall be required to check out with Biomedical Engineering and submit the Service report(s). Service report shall describe the work that was completed and list parts that were replaced.
Records acceptable for audit or any regulatory purposes shall be maintained by the contractor for four years and made available to the government upon request.
8. Security Requirements:
All contractor employees who require access to Department of Veteran s Affairs computer systems shall be the subject of a background investigation and must receive a favorable adjudication from the VA Office of Security.
Vendor shall not require access to any computer systems or patient sensitive information.
The contractor shall abide by all stated and implied Cincinnati VA Medical Center policies.
9. Government-Furnished Equipment (GFE)/Government-Furnished Information (GFI):
GFE is not involved with this service agreement.
10. Other Pertinent Information or Special Considerations:
Identification of possible follow-on work. Possible follow-on work includes possible contact with the vendor for troubleshooting and service agreement inquiries.
Identification of Potential Conflicts of Interest (COI). There are no known Conflicts of Interest at this time.
Identification of Non-Disclosure Requirements. The vendor shall not have access to any VA patient sensitive information or proprietary information.
11. Risk Control:
Clinical team shall communicate with assigned BESS (Biomedical Engineering Support Specialist) all identified issues with the servicing of scopes involved with this contract to ensure that contractor provides high quality and efficient service with patient safety being the priority and is able to fulfill its obligations under this agreement.
12. Place of Performance:
Shipped to: Olympus Repair Center, San Jose, California. 3200 Vine Street, Cincinnati OH 45220
PERFORMANCE REQUIREMENTS SUMMARY
Performance Objectives
Performance Standard
Acceptable Quality Level (AQL)
Method of Monitoring
1) Customer Support
Provide Customer with unrestricted access to technical support twenty-four (24) hours a day, seven (7) days per week. Contact the Olympus Technical Assistance Center ( TAC ) at 1-800-848-9024, Option 1 (Monday through Friday between 7am and 8pm ET) or 1-877-624-7267 (Weekends and Monday through Friday between 8pm and 7am ET).
100%
Compliance
The COR and/or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance standard.
2) Shipping Services
At no additional charge, provide Customer next-day, pre-paid shipping labels to send Equipment to Olympus for repair and to return repaired Equipment to Customer via next day freight.
100%
Compliance
The COR and/or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance standard.
3) Parts Availability
Provide all parts and labor necessary to complete the service to Olympus then-current service specifications. Olympus may use reconditioned, refurbished, and/or serviceable used parts that satisfy Olympus regulatory and quality standards.
95% Compliance **Due to possible back order of available parts.
The COR and/or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance standard.
4) Response Time
Provide a telephone response to technical inquiries for repairs within four hours
98% On-Time
The COR and/or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance standard.
5) Online Service Portal Availability
Provide access to the Olympus online service portal (www.olympusamerica.com/serviceportal) to enable the management of various aspects of the service.
95%
Compliance
The COR and/or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance standard.
6) Invoicing Accuracy, Timeliness and Billing Errors
The contractor shall submit invoices in a timely manner for work performed on a monthly basis in the arrears not later than 4 weeks after performance in accordance with the PRICE/COST SCHEDULE, the PWS and the overall terms and conditions established in the contract.
98%
Compliance
The COR, and/or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance standard.
7) Service Reporting and Progress Meetings
The contractor shall provide service order reports, performance reports, and progress meetings as requested by the government as specified in accordance with the terms and conditions established in the contract.
95%
On-Time
The COR and/or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance standard.
8) Loaner scope availability
Prioritized access to loaner equipment (available upon request and subject to availability) at no extra charge for covered items
70% Compliance **Due to availability of loaner scopes in vendor inventory
The COR and/or government representative designated in writing by the CO will conduct random checks to ensure compliance with this performance standard.