Audio-Visual Equipment maintenance services

1 Services and Prices B.1 General B.1.1 The Contractor shall perform the services described in Section C., Statement of Work (SOW)/Performance Work Statement (PWS), at the Library of Congress, Motion Picture, Broadcast and Recorded Sound Division, in accordance with the requirements of this Solicitation. B.1.2 This solicitation will result in the competitive award of a Firm Fixed Priced Contract. B.2 Pricing B.2.1 Offerors must quote prices for all services required in order to be considered for award. Partial pricing by an Offeror shall render the proposal non-responsive to the Library's requirements and the proposal shall not be considered for award. B.2.2 Unit prices quoted shall be inclusive of all the Offeror's direct costs (e.g., labor, maintenance, handling and transportation costs ), other direct costs (ODC's), indirect costs, and profit. Offerors must include all costs associated with providing the services described in and required by the Solicitation/Contract. B.2.3 The Library shall not be responsible for compensating Offerors for any costs tied to Solicitation/Contract requirements but not factored into the proposed prices, either by the Offeror's intention or by mistake. B.3 Prices/Costs The Offerors shall furnish pricing information for the required services. Offerors warrant that the prices in this proposal do not include any allowance for any contingency to cover increased costs for which economic adjustment is provided herewith. B. 3.1 NCE repaired by Contractor at Contractor's facility shall be charged to the LOC at a rate of $ _____ per hour plus the cost of parts. NCE repairs performed on-site at the LOC PCAVC shall be charged at the following primary rates (four hour minimum): $ per hour for trips that occur during standard business hours (9:00AM to 6:00PM) Monday thru Friday. tiny_mce_marker _________ per hour for trips that occur during hours other than 9:00AM to 6:00PM but on a Monday thru Friday. tiny_mce_marker _________ per hour for trips that occur on weekends or Contractor Holidays. NCE returned to the manufacturer for repair shall be charged to the LOC based on the manufacturer's charges to Contractor. NCE covered under manufacturers warranty and returned to the manufacturer for repair shall not be charged to the LOC for any repair costs. B.3.2 Unscheduled (Emergency Maintenance) Site Visits that occur during hours other than 9:00AM to 6:00PM but on a Monday thru Friday will be billed at a rate of tiny_mce_marker _______ per hour. Services that occur on weekends or Contractor Holidays will be billed at a differential rate of tiny_mce_marker ______ per hour. B.3.3 Fees: The total Fees for twelve (12) months (subject to modification by the Contractor as set forth below in this Section) of ongoing Support and Maintenance Services as defined in this SOW for Covered Equipment are as follows: Total Annual Cost; Year One (1) = tiny_mce_marker ___________ Total Annual Cost; Option Year One (2) = tiny_mce_marker ____________ Total Annual Cost; Option Year Two (3) = tiny_mce_marker ___________ Total Annual Cost; Option Year Three (4) = tiny_mce_marker ____________ Total Annual Cost; Option Year Four (5) = tiny_mce_marker _____________ Descriptions & Specifications IDC Constraints Document 2 Statement of Work C.1 Scope of Work, Requirements and Deliverables Contractor is to provide on-going maintenance services on-site and off-site ("Services") for the Library of Congress (LOC) Packard Campus for Audio-Visual Conservation (PCAVC) located at 19053 Mount Pony Road Culpeper, VA 22701-7551, per the as outlined below: GENERAL PROVISIONS AND PRACTICES: 1.1. The Contractor shall provide restoration, corrective, preventive and depot level maintenance support for all (i)existing Audio, Video, Signal Processing, Media Playback & Reproduction, IT (A/V & Multi-Media), MATV/CATV, Satellite and Multimedia equipment and systems; and (ii) equipment and systems subsequently procured by the LOC PCAVC or the Contractor for the LOC PCAVC. This shall include restoration and refurbishment of LEGACY EQUIPMENT procured for the LOC PCAVC. 1.2. Maintenance support shall include, but not be limited to all restoration, maintenance, repair, calibration, equipment relocation, installation, operational testing, technical support and operator training and familiarization of equipment to LOC staff when directed by the LOC. The number and type of equipment to be maintained shall vary depending on changing operational requirements, the transfer of equipment, and the procurement of new equipment. 1.3. The Contractor shall be responsible for on-site preventive and corrective maintenance as well as off-site depot level maintenance. This includes maintenance of all interconnecting cables between subsystems, equipment and IT (A/V & Multi-Media) systems and other connectivity to the maintained equipment, e.g. video cable interconnect, connections to compressed air, connections to power, etc. The Contractor must maintain an off-site repair facility for repair and rework of equipment, subassemblies or modules to the original equipment manufacturer specifications. The Contractor shall be responsible for the cost of all maintenance (repair/rework/ parts (Non-Legacy)/return) on all equipment to include packing and shipping costs to and from the manufacturer or the Contractor facility. 2. DEFINITIONS 2.1. GOVERNMENT-FURNISHED EQUIPMENT (GFE): Equipment or systems directly acquired by the Government or the Contractor using Government funds and identified and hand receipted to the Contractor as GFE for use in the performance of this contract. GFE also includes Government Furnished Test Equipment. 2.2. EQUIPMENT: All equipment (includes LEGACY EQUIPMENT) that is determined necessary by the Government to accomplish the LOC PCAVC Audio-Visual missions. Examples of this equipment include, but are not limited to audio, video, broadcast, distribution, processing, production, playback & reproduction, IT (A/V & Multi-Media) data, support equipment and systems such as cable TV, satellite, video teleconference, and multimedia production and presentation equipment. 2.3. LEGACY EQUIPMENT: Obsolete and/or discontinued EQUIPMENT used in conjunction with and vital to the reproduction of historical media formats and technologies. This LOC PCAVC equipment (current or anticipated) is utilized to accomplish a critical portion of the LOC mission. 2.4. MAINTENANCE: Work to be performed for the LOC by the Contractor to maintain and repair any EQUIPMENT items covered by this contract. Maintenance is subdivided into categories as stated below: 2.5. PREVENTIVE MAINTENANCE: Consists of work performed at the LOC PCAVC inspecting, cleaning, servicing, lubricating, adjusting, and replacing parts, minor assemblies and sub-assemblies. This also includes general IT database and security management and testing of computer-based broadcast and multi-media systems. 2.6. CORRECTIVE MAINTENANCE: Consists of work performed at the LOC PCAVC for repair, replacement, and calibration of damaged parts, components, and assemblies; troubleshooting and correction of broadcast/multi-media equipment, components and systems including computer application and operating system errors; drive imaging; and replacement of IT-based broadcast/ multi-media system components. 2.7. DEPOT MAINTENANCE: Consists of maintenance performed on broadcast/multi-media equipment requiring significant repair, including major overhaul and the complete rebuilding of parts, assemblies, sub-assemblies, and end items, including the manufacturer of parts, major modification, calibration, testing and reclamation as required. Also entails upgrade and reloading of computer operating systems, major application changes and minor rebuilding of servers, storage arrays and other computer devices. 2.8. QUALITY CONTROL (QC): A method whereby the Contractor controls the quality of their work and offers to the Government only those services that conform to contractual requirements. 2.9. MAINTENANCE SCHEDULE: A schedule developed by the Contractor to show maintenance actions scheduled for specific equipment and systems. 3. SCOPE OF SERVICES 3.1. Equipment to be Covered: 3.1.1. Covered Equipment: The Scope of Services shall include maintenance; support and repair of all EQUIPMENT that has been installed at the National Audio-Visual Conservation Center (NAVCC) located at the PCAVC, 19053 Mount Pony Road Culpeper, VA either (i) prior to the SOW Effective Date or (ii) by Contractor after the SOW Effective Date. This equipment shall be known as "Covered Equipment" (CE). 3.1.2. Non-Covered Equipment: Equipment purchased or supplied by a third party (not Contractor) after the SOW Effective Date and incorporated into the PCAVC Facility (other than Covered Equipment) shall also be supported by the Contractor as needed under separate billing for "Non-Covered Equipment" ("NCE"), provided that the LOC requests in writing such support and provided that the parties mutually agree in writing to such support. In such instance, the Services shall be performed by Contractor on NCE in the same manner as Services are performed on Covered Equipment by Contractor pursuant to this SOW; provided, however, the rates set forth below shall apply. 3.1.2.1. The administrative process for getting NCE repaired shall be identical to the process setup for the Covered Equipment under this SOW. 3.1.2.2. NCE Repair Rates: See, Section B.3.1. 3.1.3. Equipment Exclusions: There shall be no equipment exclusions. Contractor shall repair any NCE desired by the LOC for any reason. 3.2. Characteristics of Contractor Responsibilities & Coverage 3.2.1. All Covered Equipment shall be maintained by Contractor hereunder so that the Covered Equipment operates pursuant to the manufacturers' requirements and specifications. 3.2.2. Covered Equipment which has ceased to meet the applicable manufacturer's performance specifications shall be considered to have failed and shall be eligible for repairs, restoration or replacement by the Contractor or the manufacturer under the terms of this SOW. 3.2.3. Failed equipment may be identified by either the LOC or the Contractor. 3.3. Type of Coverage 3.3.1. Repairs of Covered Equipment shall be performed by either the Contractor on-site or off-site. All labor and Non-Legacy parts necessary to complete repairs/service are included as part of the Fees set forth below in Section 4.1.2, subject to the limitations in Section 4.1.1, "Limitations and Exclusions". 3.3.2. The Fees set forth Section 4.1.2 below include any costs for repair or replacement of Covered Equipment charged by a manufacturer (or any third parties for related Non-Legacy parts or services by such third party) and, as a result, any such costs shall be the obligation of and paid for by Contractor, and not the LOC, subject to the limitations in Section 4.1.1, "Limitations and Exclusions". 3.3.3. Facility Maintenance has been divided into two basic categories, known respectively as Scheduled (Preventive) and Unscheduled (Corrective or Emergency) Maintenance, each of which shall for purposes of this SOW be included within the term "Services" and, as a result, any applicable terms and conditions of the Agreement or this SOW that apply to Services shall also apply to thereto. Completed Maintenance actions shall be documented by the Contractor. 3.3.3.1. Scheduled Maintenance shall be performed by the Contractor to address known wear factors exhibited by medium term reliability (MTR) and high wear factor (HWF) equipment. Contractor shall anticipate the adjustment and parts replacement required by each piece of equipment to keep it in proper working order. These Services (Preventive Maintenance) are to be performed according to a schedule to be provided to the LOC, which prevents unnecessary equipment failure and larger more expensive repairs. Highlights of the Scheduled Maintenance to be performed by the Contractor are: Quarterly Services 1) Check for proper operation of all major system components including but not limited to; tape machines, switchers, audio consoles, video & film projectors, video/audio recorders, data storage devices, audio re-production equipment, and any other major components within the covered EQUIPMENT or LEGACY EQUIPMENT. 2) Identify any non-functioning components notify the LOC and initiate repair procedures. 3) Perform any scheduled maintenance on "High Wear Factor" equipment as recommended by the manufacturer and approved by the LOC. 4) Check and calibrate audio and video levels for tape machines, switchers, distribution amplifiers in the system and other equipment as directed by the LOC. Adjust system timing if necessary. 5) Perform the manufacturer recommended cleaning and replacement of expendable parts such as, springs, bushings, gears, rollers, and other mechanical moving parts. 6) Perform any upgrade procedures and software updates on equipment as directed and approved by the LOC 7) Clean all monitors and other technology devices as required. 8) Test, Align and Calibrate Video Monitors, Test Stations, Signal Generators, VTRs and other devices as required. 3.3.3.2. Corrective Maintenance The Contractor shall be responsible for analyzing equipment and systems to determine the cause of malfunctions or degradation in performance or signal quality. Upon discovery of the root cause the Contractor shall correct the failure causing the malfunction. The Contractor shall promptly notify the LOC if it is determined that the failure may have been the result of negligence. Corrective maintenance may also consist of analysis, troubleshooting, disassembly, repair, replacement, re-assembly, adjustment and calibration to correct each malfunction. Upon completion of a corrective maintenance action, the Contractor shall test the affected equipment or system to verify proper operation. 3.3.4. Scheduled or Unscheduled (Emergency Maintenance) Site Visits shall normally occur during standard business hours (9:00AM to 6:00PM), on mutually agreed dates. Efforts shall be made by Contractor to accommodate LOC schedule, whenever possible. 3.3.5. Unscheduled Maintenance shall occur when dealing with those malfunctions of equipment which were not predicted and must be immediately remedied. All types of equipment may be subject to unscheduled maintenance. 3.3.6. Unscheduled (Emergency Maintenance) Site Visits. See, Section B.3.2. 3.3.7. A Preventive Maintenance Schedule shall be provided by the Contractor for scheduled Maintenance on all relevant equipment and systems. The Maintenance Schedule shall, at a minimum, identify the equipment or system to be serviced, duration of down time, date and scheduled time of equipment or system down time, and identify associated equipment or systems impacted by the scheduled Maintenance action. The Contractor may recommend changes to the Preventive Maintenance procedures and schedule that improve equipment and system availability, equipment or system performance, or reduce cost of ownership. Such recommendations shall be provided in writing to the LOC but shall not be instituted until approved by the LOC. 3.3.8. Depot Level Maintenance: The Contractor shall be responsible for depot level repair or rework of malfunctioning equipment. Depot level maintenance shall include in-shop repair and off-site maintenance. Where the Contractor has determined that repairs cannot be performed at the LOC site, the Contractor shall provide for the removal of the equipment from the facility and transportation of equipment to the local Repair Depot. Once repaired, the Contractor shall return the equipment to the LOC Culpeper facility, including re-installation and testing of equipment in the facility if necessary. Off-site maintenance may be required due to the availability of technical documentation, spare parts or special tools and test equipment required to effect repairs and maintenance. The Contractor shall maintain a record of completed and ongoing depot level maintenance actions. 3.3.9. Personnel Requirements: The Contractor shall provide factory trained, experienced maintenance technicians, all common and specialized tools, all common and specialized test equipment, and transportation necessary to maintain the LOC Equipment including Legacy Equipment. Maintenance categories include corrective, preventive and depot level maintenance. 3.3.10. Performance Standards: The Contractor shall adhere to broadcast, electronics, and information technology (IT) standards in the performance of this contract. The technical performance specifications established by the Original Equipment Manufacturer (OEM) shall be the minimum acceptable quality level for equipment maintained under this contract. 3.3.11. Manufacturer Enhancements: The Contractor shall administer complimentary upgrades, repairs and support offered by manufacturers and coordinates these efforts with the LOC. 3.3.12. Local Repair Facility: The Contractor shall maintain a local repair facility (Repair Depot) with 90 miles of the LOC Culpeper facility for processing of depot repairs. The repair facility must be fully equipped with no less than four (4) repair (lab bench) stations and a comprehensive array of diagnostic, test and repair equipment sufficient to service any of the LOC Equipment. The Contractor must be able to respond and deploy a fully qualified and factory trained technician to the LOC Culpeper facility within 4 hours of report of a trouble ticket. 3.3.13. Staffing: The Contractor must maintain a staff of at least four (4) full time employees on-site at their repair depot or at the LOC Culpeper facility who are factory trained and qualified with no less than ten (10) years experience operating, maintaining and repairing current technology EQUIPMENT including EQUIPMENT that utilizes all industry standard Data, RF, audio and video signals, digital and analog technology, standard definition (SD) and high definition (HD) signal formats as well as compressed signal formats. In addition, the Contractor must be experienced in the maintenance of film projection, electronic (video) projection and telecine equipment. The primary Contractor's staff requirements may not be sub-contracted to third parties or temporary staff/employees. 3.3.13.1. In addition, the contract must have experience maintaining and repairing EQUIPMENT that utilizes high speed data networking and file based content generation, distribution, playback and reproduction. 3.3.13.2. As part of the staffing requirements defined in Section 3.3.13, the Contractor must maintain a staff of at least two (2) full time employees who are factory trained and qualified with no less than ten (10) years experience operating, maintaining and repairing LEGACY EQUIPMENT including older generation and discontinued signal processing equipment and mechanical systems associated with obsolete audio and video tape formats. The primary Contractor's staff requirements may not be sub-contracted to third parties or temporary staff/employees. At a minimum, the Contractor must have functional and detailed knowledge and experience with operating, calibrating, repairing and maintaining the following specific tape formats and equipment: VIDEO TAPE FORMATS a. Ampex and RCA 2 Inch Quadruplex Machine - Calibration, mechanical and electrical alignment and component level repair. - Air distribution and venturi vacuum system. - Analog and digital TBCs. DOC circuits, velocity compensators. b. Ampex and Sony 1 Inch Type C - Calibration, mechanical and electrical alignment and component level repair. - Analog and digital TBC, Dynamic Scan Tracking & Automatic Scan Tracking. c. Thomson D6 Media Recorder. - Calibration, mechanical and electrical alignment and component level repair. d. Sony 1 Inch HDD-1000 Digital HDVS (High Def Video System) - Calibration, mechanical and electrical alignment and component level repair. e. Bosch/Fernseh 1 Inch Type B - Calibration, mechanical and electrical alignment and component level repair. f. Sony - Inch Umatic. - Calibration, mechanical and electrical alignment and component level repair. g. Sony Betacam, Betacam SP - Calibration, alignment and component level repair. h. Sony Betacam SX, Digital Betacam, MPEG/IMX, HDCAM, HDCAM SR - Calibration, mechanical and electrical alignment and board level repair. i. Panasonic M2 - Calibration, mechanical and electrical alignment and board level repair. j. Sony D1 Component Digital - Calibration, mechanical and electrical alignment and board level repair. k. Sony D2 Composite Digital - Calibration, mechanical and electrical alignment and board level repair. l. Panasonic D5 SD/HD - Calibration, mechanical and electrical alignment and board level repair. m. Panasonic DVCPRO, DVCPROHD - Calibration, mechanical and electrical alignment and component level repair. n. Panasonic, JVC (or similar) VHS and SVHS - Calibration, mechanical and electrical alignment and board level repair. o. JVC D9/Digital/S, D9HD and W/SVHS - Calibration, mechanical and electrical alignment and board level repair. p. Various other formats including; EIAJ B/W - Inch Open Reel Recorders, Cartrivision, DVCam, mini DV and Hi8. - Calibration, mechanical and electrical alignment and board level repair. AUDIO TAPE FORMATS a. All Professional Open Reel Audio Tape Decks (single track to multi-track) - Calibration, mechanical and electrical alignment and board level repair. b. Cassette base formats including; DA88, ADAT, DAT, MiniDisc, Phillips Cassette and 8-Track - Calibration, mechanical and electrical alignment and board level repair. 3.3.14. Security: The Contractor shall perform all maintenance work, equipment repairs and procedures so as to be in compliance with the established LOC Certification and Accreditation of the A/V & Multi-Media portion of the IT Infrastructure. The Contractor shall take all steps to assure that all equipment remains in compliance with the System Security Plan. No equipment repairs or alterations shall be performed that would alter the affected equipments Security Certification and Accreditation. 3.4. Technical Information & Support Products 3.4.1. Documentation: The Contractor shall provide a comprehensive set of documentation including all technical manuals, training data and engineering data required to effect repair of EQUIPMENT. The Government may supply some documentation useful in the repair of EQUIPMENT. However, Government supply of some documentation shall not relieve the Contractor from retaining a complete set of all documentation required to effect repairs. The Contractor shall maintain the Government supplied technical information while in its custody and shall be responsible for replacing any documentation that is lost, stolen or damaged by Contractor personnel. All manuals, documents, and data provided by the Government remain the property of the Government. Replacement of documentation for other than obsolescence shall be the responsibility of the Contractor. 3.4.2. Drawings: The Contractor shall maintain and update existing drawings, cable run lists and all other pertinent documentation for all equipment and systems. All documentation shall be maintained utilizing the formats and conventions currently in place at the LOC NAVCC. Drawings shall only be updated when equipment configuration revisions have been finalized. Only the working copy of drawings and run lists shall have pen and ink changes to identify intermediate changes until a revision is issued. All drawings shall comply with design and installation standards currently in practice at the LOC NAVCC. 3.4.3. Tools & Test Equipment: The Contractor shall provide and have in its possession at their local repair facility all Tools and Test Equipment required during the performance of this contract. This shall include Tools and Test Equipment needed to comprehensively service EQUIPMENT conforming to all required IT (A/V & Multi-Media), RF, Audio and Video industry standard digital and analog signal formats including standard definition and high definition signal formats as well as compressed signal formats. The required test equipment shall be capable of High Speed Data, RF, and Baseband (HD & SD) operation and includes but is not limited to: analog and digital oscilloscopes, spectrum analyzer, fiber optic testers, data integrity testers (CAT6), RF testers, analog and digital waveform monitor, NTSC and PAL multi-format signal generators, comprehensive analog and digital audio measurements. The Contractor shall supply a list of Test Equipment for LOC approval to be available in their local repair facility and/or in the field that may be utilized to service LOC Equipment. 3.4.4. Calibration: The Contractor shall be responsible for compliance with calibration cycles of all Tools and Test Equipment. Tools and test equipment shall be calibrated in accordance with the original equipment manufacturer recommendations and specifications. The Contractor shall be responsible for delivery and pickup of Tools and Test Equipment requiring calibration or repair. The Contractor shall calibrate all equipment, GFE and tools requiring calibration bi-annually. 3.4.5. Special Tools: The Contractor shall provide Special Tools for servicing all LEGACY EQUIPMENT. These special tools include but are not limited to: Tentel tension gauge, spring tension gauge eccentricity gauge, head tip penetration gauge, reel table height tool and dihedral adjustment screws. Factory alignment tapes and service manuals to include but not limited to: Ampex and RCA Quadrature alignment tape and service manuals, 1 inch Type C alignment tape and service manuals. 3.4.6. Storage: The Contractor shall also furnish toolboxes and containers for the storage and safekeeping of all tools and test equipment used in the field to service equipment at the LOC Culpeper facility. 3.4.7. Permits: The Contractor shall, without additional expense to the Government, obtain all appointments, licenses, certifications, and permits required for the performance of its responsibilities. In doing so, the Contractor shall comply with all applicable federal, state and local laws or regulations. 3.5. Administrative Procedures and Performance Requirements 3.5.1. Point of Contact: The Contractor shall maintain a single point of contact for trouble reporting and resolution tracking of equipment and systems. This "Call Center" support shall be for the reporting, management, and tracking of all equipment or system problems, dispatch of Contractor service personnel, notification of appropriate vendor(s) for service, and trouble ticket tracking through resolution. The support service shall include a toll free 800 number available 24 hours per day, 365 days per year. 3.5.2. Administration/Supervision: The Contractor is responsible for the overall management of the Contractor's operation including contract and operations management, contract and property administration, and financial management. The Contractor shall identify a contract manager who shall retain sole administrative and supervisory responsibility for all Contractor personnel. The contract manager shall have authority over Contractor personnel relative to the performance of the maintenance services rendered under the contract. The contract manager or his designee shall be the focal point for routine day-to-day interface with the LOC. 3.5.3. Training: The Contractor shall be responsible for all training of Contractor personnel to enable such personnel to perform their required tasks. As a minimum, this shall include training required on all existing equipment and systems and as a result of LOC or Contractor addition of new equipment or systems and change or modification of equipment. All training received shall be documented and a training plan developed and agreed upon between the Contractor and the LOC. Other qualifications may be identified in the future during performance of this contract and delineated by subsequent contract modification. 3.5.4. Appearance and Conduct: The Contractor shall be responsible for the supervision and conduct of all Contractor employees. The personal appearance and conduct of all Contractor personnel shall be appropriate to the environment. The Contractor personnel shall conduct themselves in a professional manner at all times. 3.5.5. Assignment and Subcontracting. Contractor may not assign, delegate or subcontract its rights or duties under this Agreement. 3.5.6. Personnel Qualifications: The Contractor shall maintain a qualified technical staff (see section 3.3.13) to ensure satisfactory contract performance and maintain the LOC five (5) days per week, 52 weeks per year. The LOC reserves the right to require proof of experience, sufficient knowledge for all technical personnel, and citizenship. The Contractor and the LOC shall review the technical education and experience of all maintenance technicians and all other contract personnel to ensure the level or grade of employment is appropriate at the commencement of this contract. 3.5.6.1. The Contractor maintenance personnel shall, as a minimum, meet the qualification requirements stated in this SOW. All resumes are to be reviewed by the LOC and the aggregate and technical experience accepted by the LOC prior to commencement of the contract. 3.5.6.2. Personnel supplied by the Contractor are employees of the Contractor only and shall not for any purpose be considered employees or agents of the LOC. Prior to being assigned by the Contractor to perform Services in connection with this Agreement, the LOC may, in its sole discretion, interview and approve any Contractor supplied Personnel. The LOC may, in its sole discretion; demand at any time that the Contractor remove specified Personnel from the LOC PCAVC premises. 3.5.7. Reporting Equipment Failure: Three methods for reporting equipment failures and initiating repair/ service requests are required as set forth below. Each of these methods is complimentary to each other and all may operate in parallel. All methods shall result in the proper paperwork being generated; tracking/reference numbers being issued to the LOC and all necessary administrative actions being performed. As an example, a repair request may be initiated by telephone, but if desired, the status may be tracked via a WEB based status system. The three communications methods are as follows: 3.5.7.1. A toll free (1-800) repair/service "hot line" (Contractor Support Hot Line) shall be made available to the LOC for reporting and registration of service requirements and equipment repair needs. Contacting the Contractor thru the Support Hot Line shall initiate the process of contact with (i) the Contractor technical personnel to help troubleshoot a technical problem and provide advice as to what repair actions should be taken or (ii) the Contractor administrative personnel who shall immediately provide the necessary information to initiate the process for repair at the local repair depot. (iii) the Contractor service dispatcher who shall schedule service personnel to arrive on-site at the LOC Culpeper facility. 3.5.7.2. A Contractor email address specifically for repair/service shall be provided to the LOC to communicate service requirements and equipment repair needs. Emails shall be routed automatically to the appropriate Contractor technical, service dispatch and/or administrative personnel. Contractor response shall be via email or phone as appropriate. 3.5.7.3. The LOC shall be provided with a login to a secure Contractor Web site to access an online support system where repair/service requests can be entered. The system shall also provide status reporting of the state of repair for all items currently being handled by the Contractor for the LOC. The status of each item shall be available and updated promptly as information becomes available. 3.5.8. Trouble Tickets: Upon determination of an equipment repair requirement, the Contract...