Here is some sample language on hardware repair order terms. Copy and paste the language that has a gray vertical border to its left. Fill in the text that is in [brackets] with your applicable information.
1. Service areas
a) The maintenance and/or repair service rates per the contract are applicable to any ordering activity locations within a ____(**insert miles) mile radius of the contractor/original equipment manufacturer (OEM) service points. If any additional charge is to apply because of the greater distance from the contractor/OEM service locations, the mileage rate or other distance factor shall be negotiated at the Task Order level.
b) When maintenance and/or repair services cannot be performed at the ordering activity installation site, the repair services will be performed at the contractor’s plant(s) listed below:
[insert address of contractor’s plant]
2. Loss or damage
When the contractor moves equipment to its/OEM location for repairs, the Contractor shall be responsible for any damage or loss, from the time the equipment is removed from the ordering activity installation, until the equipment is returned to such installation.
3. Scope
d) The contractor shall provide maintenance for all equipment listed herein, as requested by the ordering activity during the contract term. Repair service and repair parts/spare parts shall apply exclusively to the equipment types/models within the scope of the Information technology category.
b) Equipment placed under maintenance and/or service shall be in good operating condition.
iii) In order to determine that the equipment is in good operating condition, the equipment shall be subject to inspection by the contractor, without charge to the ordering activity.
iv) Costs of any repairs performed for the purpose of placing the equipment in good operating condition shall be borne by the contractor, if the equipment was under the Contractor/OEM guarantee/warranty or maintenance responsibility prior to the effective date of the maintenance order
i) If the equipment was not under the contractor/OEM responsibility, the costs necessary to place the equipment in proper operating condition are to be borne by the ordering activity, in accordance with the provisions of the contract.
4. Responsibilities
a) For equipment not covered by a maintenance contract or warranty, repair service personnel shall complete repairs as soon as possible after notification by the ordering activity that service is required. Within the service areas, this repair service should normally be done within 4 hours after notification.
b) If the ordering activity task or delivery order specifies a factory authorized/certified service personnel then the Contractor is obligated to provide such a factory authorized/certified service personnel for the equipment to be repaired or serviced, unless otherwise agreed to in advance between the ordering activity and the contractor.
5. Repair service rate provisions
a) Charges for repair service will include the labor charge, computed at the rates set forth below, for the time during which repairmen are actually engaged in work, and, when applicable, the charge for travel or transportation.
b) Multiple machines: When repairs are ordered by the ordering activity on two or more machines located in one or more buildings within walking distance of each other, the charges will be computed from the time the repairman commences work on the first machine, until the work is completed on the last machine. The time required to go from one machine to another, or from one building to another, will be considered actual work performance, and chargeable to the ordering activity, provided the time consumed in going between machines (or buildings) is reasonable.
c) At the Contractor/OEM’s Facility
iii) When equipment is returned to the contractor/OEM’s facility for adjustments or repairs which are not covered by the guarantee/warranty provision, the cost of transportation, packing, etc. from the ordering activity location to the Contractor’s plant, and return to the ordering activity location, shall be borne by the ordering activity.
iv) The ordering activity should not return defective equipment to the contractor/OEM for adjustments and repairs or replacement without prior consultation and instruction.
d) At the ordering activity location (within established service areas)
iii) When equipment is repaired at the ordering activity location, and repair service rates are established for service areas or zones, the listed rates are applicable to any ordering activity location within such service areas or zones. No extra charge, time, or expense will be allowed for travel or transportation of repairmen or machines to or from the ordering activity office; such overhead is included in the repair service rates.
e) At the ordering activity location (outside established service areas)
iii) If repairs are to be made at the ordering activity location, and the location is outside the service area terms defined in the GSA Price list. Rates negotiated at the task order will apply.
iv) When the overall travel charge computed at the above mileage rate is unreasonable (considering the time required for travel, actual and necessary transportation costs, and the allowable ordering activity per diem rate for each night the repairman is required to remain overnight at the ordering activity location), the ordering activity shall have the option of reimbursing the Contractor for actual costs, provided that the actual costs are reasonable and allowable. The Contractor shall furnish the ordering activity with a report of travel performed and related expenses incurred. The report shall include departure and arrival dates, times, and the applicable mode of travel.
f) Labor rates
iii) Regular hours: Contract rates shall entitle the ordering activity to repair service during the period 8:00 a.m. to 5:00 p.m., Monday through Friday, exclusive of holidays observed at the ordering activity location. There shall be no additional charge for repair service, which was requested during regular hours, but performed at the convenience of the contractor outside the regular hours.
iv) After hours: Should the ordering activity require that service be performed outside of regular hours, charges for such service, if any, will be specified in the GSA Price List (I-FSS-600 CONTRACT PRICE LISTS (OCT 2016). Periods of less than one hour will be prorated to the nearest quarter hour.
v) Sundays and Holidays: When the ordering activity requires that repair service be performed on Sundays and Holidays observed at the ordering activity location, the Sundays and Holidays repair service rates shall apply, and will be specified in the GSA Price List (I-FSS-600 Contract Price Lists (OCT 2016). Periods of less than one hour will be prorated to the nearest quarter hour.
Repair Service rates
| | Minimum charge * - regular hours | Hourly rate - after hours | Hourly rate - Sunday and holidays |
|---|
| Contractor/OEM facility | | | |
|---|
| Ordering activity location (within established service areas) | | | |
|---|
| Ordering activity location (outside established service areas) | | | |
|---|
* Minimum changes include full ___ hours on the job
4) Repair parts/spare parts rate provision
e) All parts, furnished as spares or as repair parts in connection with the repair of equipment, unless otherwise indicated in the GSA price list shall be new, standard parts manufactured by the OEM.
f) All parts shall be furnished at the prices indicated in the contractor’s commercial pricelist dated_____, at a discount of___% from such listed prices.
U.S. General Services Administration