Performance-Based Contracting Example This is an example only and is not required for agency use. Scope of Work System Availability Service Guaranteed 4-hour on-site response, 7 days/week, 24 hours/day, within 150 miles of a Liebert Global Services’ Service Center. Includes 100% parts coverage (excluding batteries, air filters, and proactive full bank capacitor replacement.) Includes 100% labor and travel coverage 7 days/week, 24 hours/day, within the 48 contiguous states and Hawaii. Includes implementation of equipment firmware and software enhancements. Ensures system availability within 48 hours of Liebert Customer Engineer arriving at customer site.* Includes one Semi-Annual and One Annual Preventive Maintenance Service scheduled by the customer between 8am – 5pm, Monday through Friday (excluding national holidays). Performed by Liebert factory trained Customer Engineers. Includes 1-800-LIEBERT Customer Response Center. Includes access to Liebert Customer Services Network On-Line Internet portal. Subject to all Terms & Conditions as noted in the Liebert Maintenance Agreement. Refer to “Performance Metrics” section for Terms and Conditions in addition to Response Time Payment Schedule. Performance Metrics A. System Availability. If the Vendor does not meet its system availability goal of forty-eight (48) hours or less for a specific Customer unit, the Vendor shall pay to the Customer a percentage of the amount paid by Customer that year for the service provided for that Customer unit according to the scheduled below (the “System Availability Reimbursement”). The System Availability Reimbursement is limited to a percentage of the actual amount paid by Customer for the specific Customer unit that was unavailable for a period longer than forty-eight (48) and excludes “Major Magnetic” components that support the operation of the UPS. Major Magnetic components include: 1. Input Transformers; 2. Output Transformers; 3. Input Series Inductors; 4. Output Series Inductors; and 5. DC Chokes Performance-Based Contracting Example This is an example only and is not required for agency use. System Availability Reimbursement Delay (Minutes) Refund Percent 1 – 30 8.3% 31 – 60 16.7% 61 – 90 25.0% 91 – 120 33.3% 121 – 150 41.7% 151 - 180 50.0% B. The System Availability reimbursement are fees (and not penalties) and are acknowledged by the parties as being a reasonable amount, fair consideration and a reasonably equivalent value for not meeting the on-site response time and system availability goals under this service program.
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