Corporate Office
8440 Florin Road, Sacramento, CA 95828
P.O. Box 299007, Sacramento, CA 95829
PH: 916.395.8800 FX: 916.429.2817
File Ref. 24I147Q01 Page | 1 of 6
Technical Support Services
To: City of Orange Quote Date: 10/16/2024
Attn: Tuan Cao Quote No.: 21G079Q01
Re: Annual Services Agreement
Service Period: Nov. 13, 2024 to Nov. 12, 2025
This proposal is offering a n annual services agreement to provide technical support s ervices by Tesco Controls . (TESCO) to the City of Orange (City) to support and service the City ’s water/wastewater automation assets and process control systems. This proposal establishes the provisions for the service contract related to on-call professional services, technical support services, and emergency support services as described herein. The service contract is issued on a one (1)-year term for the annual allowance indicated herein, providing the City with support and services as described by the following:
SCOPE OF CONTRACT – This service contract package includes on -call professional services, technical support services, and emergency support services. These on -call services are available for instrumentation and controls systems related to water and wastewater applications ; including services and support for the following systems:
SCADA/HMI solutions , PLC control systems, process controls/automation, data telemetry/communication systems, motor controls, relay controls, and instrumentation.
Emergency services are available twenty-four (24)-hours a day, seven ( 7)-days a week, three hundred sixty- five (365)-days a year. The rates and terms are identified under the “Standard Professional Services Rates for Time and Material Services” section as included herein. The services rendered under this service contract will be facilitated through the following categories and methods:
On-Call Professional Services/Task Order Request
On-Call Technical Support Request
Emergency Service and Support Request
On-Call Professional Services/Task Order Request
This contract will be assigned to a Project Manager and/or designated Representative to support Task Order Requests. These individuals will respond to each Task Order Request by promptly performing a technical review of the request to identify scope and resources needed to furnish the requested work in a timely and efficient manner. For each Task Order, the TESCO team will develop a description of the project or task (i.e. scope of work/supply), a corresponding Task Order price/budget, and a preliminary task order schedule. Each Task O rder will be made available to the Contract Holder to review, comment and/or authorize Notice to Proceed.
On-Call Technical Support Request
Requests for Technical Support can be rendered as telephonic support or remote VPN support and will be billed on a Time -&-Material basis . A minimum charge of two ( 2)-hours per support call and a maximum of four ( 4)- hours per incident/ticket will be accrued toward providing support, diagnosis, assessment, and troubleshooting of the call topic. At any time during the support call, TESCO may deem the call request unsupportable over the phone/VPN and escalate the request for onsite support. Upon any request requiring onsite support, such support shall be scheduled with Support Personnel and is subject to availability. Onsite support may be rendered on a Time-&-Material basis or facilitated via Task Order Request.
Emergency On-Call Support Services
TESCO shall retain on -call personnel to provide emergency support for after -hours (outside normal business hours) technical services. Emergency services shall be facilitated through our after -hours dispatch call service and Quotation TESCO CONTROLS
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managed by TESCO’s on- call personnel. Emergency support calls are initiated upon a call -in request by the City into TESCO’s call center/service. Initial response to initiating call requests are provided via return telephone call by on-call personnel to process the call request. TESCO will assess the request and provide technical support as deemed appropriate (via telephonic support, remote VPN access, or on-site services). Escalation of call request to other support personnel/departments shall be on case -by-case basis. Response to emergency requests are triaged and prioritized by critical nature and urgency. These services are subject to the Emergency Service provisions identified herein.
Contract Provisions
The following defines operating provisions for the services offered through this contact:
Definition/Glossary for Technical Support Services
Hours of Business
Normal Business Hours: Monday thru Friday, excluding holidays, from 8AM to 5PM PST/PDT.
Weekday After-Hours: Monday thru Thursday, excluding holidays from 5PM to 8AM PST/PDT.
Weekend Hours: Friday thru Monday, excluding holidays from 5PM to 8AM PST/PDT.
Holiday Hours: Time during any observed holiday, up until the next business morning.
Hours of Coverage
On-Call Task Order Requests: Normal Business Hours; VPN/Remote or Onsite On-Call Technical Support: Normal Business Hours; VPN/Remote or Onsite Emergency On-Call Support: Normal Business Hours & After-Hours On-Call Services for Technical Service, Technical Support, and Emergency Response Professional Service/Task Order Request Defines service and support call requests that are planned in nature and supported via telephone (voice support), VPN remote access support, or as onsite service . Requests are coordinated through designated personnel who will coordinate scope and task order requirements.
These requests will be coordinated and scheduled in a pre- planned manner to furnish appropriate response, personnel, and resources to complete task orders efficiently.
Expedited Telephonic / VPN-Access Support Defines urgent support call requests that are supported via telephone (voice support) or VPN remote access support. These calls are managed under TESCO’s emergency support rate provisions. Support call requests must indicate their request for support and urgency needed for that support. Calls will be routed to initial support team who will assess the nature of the support request. Call may be escalated and routed to technical support engineers on an as -needed basis and is subject to availability. The support team may deem the call request unsupportable over the phone/VPN a t any time and escalate the request for onsite support. Telephone/VPN support is not subject to response surcharges.
After-Hours Emergency
Telephonic / VPN Remote Access Support
Defines emergency support call requests that are supported via telephone (voice support) or VPN remote access support. Support request calls are initiated by TESCO’s dispatch center. Initial call -back response shall be within thirty ( 30)-minutes for assessment and support.
Escalation and/or VPN access may require up to a sixty ( 60)-minute response time for coordination and access after the initial call -back. The support team may deem the call request unsupportable over the phone/VPN at any time and escalate the request for onsite support.
Telephone/VPN support is not subject to response surcharges.
Quotation TESCO CONTROLS
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Onsite Emergency Support Call Defines support call requests that require services and/or support rendered to the job site (onsite) within twenty -four (24) -hours of initiating support call request and are subject to “emergency ” response surcharges. Determination of emergency onsite support will be established during the initial triage support response.
Cost of Contract
The following provide the summary of costs associated with this Service Contract:
Description Amount
No Annual Premium / Service Support Fee – This proposal is for an “On -Call Services Contract” only and is not subject to pre -paid services or provisioned reduced rates.
$0.00
Pre-Approved Allowance – This allowance is reserved for service call requests rendered on a Task Order or Time-&-Material (T&M) basis to cover for: billings, surcharges, onsite support call expenditures, and requested technical services that are outside of any pre-paid coverages identified by this contract. T&M services will be rendered per the included Rate Schedule and related provisions, with the incurred costs being billed monthly against this pre -approved allowance as such costs are accrued. Service reports and accrual statements will be provided as services are rendered and invoices are processed. Task Orders may be quoted and billed via lump sum totals or T&M rates; this will be determined on a case -by-case basis.
Not To Exceed:
$50,000.00
(per Year)
Total Allowance of Contract (annually): $50,000.00
Services
The technical resources available under this Service Contract are identified below. Such resourc es are offered by TESCO in support of this Service Contract but may not be all inclusive of the services or solutions available t hrough TESCO. The services will be subject to the provisions defined herein and are subject to schedule availability.
Service and support may include any of the following disciplines/items as needed to fulfill service requests.
Field Service Engineer – to provide field support and services, including, but not limited to instrumentation troubleshooting, calibration, and loop testing; electrical control modifications; control system troubleshooting; motor control support services (e.g. VFD’s, RVSS’s, Pump Control Panels, etc.) , and communication system services
PLC Programmer – to provide PLC programming support and services as needed, including, but not limited to troubleshooting, program modifications, OIT programming services, and training. SCADA Programmer – to provide SCADA support and services as needed, including, but not limited to application troubleshooting, software troubleshooting; support services for system tags, database, telemetry/communications, alarming systems, reporting, and graphics support; networking support; programming modifications; and training.
Engineer – to provide engineering and consulting support and services related to electrical control and system engineering, including, but not limited to electrical control system assessment, tracing, engineering, and as-built drawings; control system operations engineering; system documentation; and training. Materials, travel, expenses, and/or third party services will be billed separately. Any material required shall be approved by the City prior to procurement.
Quotation TESCO CONTROLS
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Rate Schedule
The following rate schedule identifies the Professional Services offered by T ESCO for Technical Support Services only. This rate schedule applies to the services and support covered by this Service Contract per the applicable rate category, along with the terms, conditions, and provisions defined below.
The following are TESCO’s professional service rates for year(s) 202 4-2025 for this contract for services rendered during normal business hours . The rates shown below include the direct hourly rate only and do not include expenses related to business travel, ME&I costs, per diem, or other miscellaneous fees.
Professional Services Standard
Rate
Emergency
Services
Factory Repairs $150 $190
Engineering Support $180 $230
Drafter/Designer $190 $240
Project Engineer $215 $270
Project Manager $250 $310
PLC Applications Programmer $225 $280
SCADA Applications Programmer $225 $280
Field Service Specialist $225 $280
Network/Communications Engineer $255 $325
Senior System Architect $265 $335
Service Rate Categories
The following define the service types identified in the above listed rate categories:
Standard Service Rate – These rates apply to T ask Order and T ime-&-Material activities as describ ed herein. The Standard Service Rate category apply to standard project/product delivery of work.
Emergency Service Rate – These rates apply to tasks, work activities, and/or services that are rendered where personnel and resources need to be expedited and do not follow T ESCO’s standard methodology for scheduling work. Such services may impact other work activities or other project work, and may require rescheduling of resources to accommodate an expedited schedule. These rates may also apply to services that need to be rendered after normal business hours, whether provided as technical phone support or onsite technical support.
Please note that any onsite technical support or activity rendered as an Emergency Service Rate may be subject to additional surcharges as follows:
Emergency Onsite Service Surcharges
Mobilization surcharges are applied to each emergency call/request that results in onsite activities being rendered under the Emergency Service Rate classification as defined above. These surcharges do not apply to phone support or remote VPN access support services. The following surcharges are applied to the mobilization of onsite services based on operating business hours.
After-Normal Business Hours, On-Call Onsite Support ....................................................... $1,150 per incident During Normal Business Hours, On-Call Onsite Support........................................................ $850 per incident
After-hours service requests are managed through TESCO’s 24/7 On- Call Support Program and facilitated through TESCO’s call center and dispatched to on- call personnel. Emergency Services are expedited and scheduled promptly, with onsite mobilization being with in twenty-four (24) -hours of request if onsite mobilization is requested or required.
Quotation TESCO CONTROLS
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Rendering Services
Upon contracting into a Service Contract Agreement with TESCO, the indicated rate schedule shall be valid for the agreed contract period . Services rendered will be provided on a Time -&-Material accrual basis, which may be estimated in advance with a specified Task Order and/or defined scope of activity(ies). The hours accrued for rendered services will be recorded and only those incurred hours will be billed against the service/contract agreement in addition to the cost of expenses, travel, per diem, ME&I costs, fees, expenditures, and any preauthorized hardware/material provided. Please refer to the Time -&-Material service provisions and the terms and conditions noted herein.
Service Provisions
Please note the following service provisions:
Normal working hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Overtime at one and one -half the standard rate is billed for services outside the normal working hours, excluding weekends and holidays. Saturday working hours are billed at two times the applicable rates. Sunday working hours are billed at three times the applicable rates. Holiday working hours are billed at three times the applicable rates. The above rates are billed two-hour minimum and in half-hour increments per activity/mobilization. Portal-to-portal travel time is billed at the indicated hourly rate, plus mileage. Authorized parts and components or any third party services will be billed separately at cost plus 25% overhead/procurement expenditures and 15% margin. Sales tax will be applied as appropriate. Please note that delivery may be based on manufacturer or service provider availability. Actual travel expenses (airfare, ground transportation, lodging, meals, etc.) are billed at cost plus 25 % overhead and administration. Taxes and fees will be applied where appropriate. Please note: The above listed rates and referenced disciplines are for technical and professional services only, which do not include any trade installation, trade work, construction activities, or trade labor.
Clarifications
The liability of T ESCO under this Service Contract Agreement shall be limited to the reasonable value of the labor and services to be performed hereunder. TESCO agrees to provide the services referenced herein, but does not assume any liability or responsibility for damages caused by a failure of the parts or components referenced herein or the loss of any data. TESCO shall not be obligated under this agreement to provide an extension of the manufacturer's warranty for any component referenced herein.
TESCO shall not be obligated under this agreement to provide services or repair damage caused by fire, explosion, vandalism, theft, act of God, misuse, or abuse of equipment/components; such equipment may not be serviceable and may need to be replaced. Nor will T ESCO be liable for damage caused by unsupervised relocation, repair, or modifications to the equipment/components not performed or previously authorized by TESCO.
Terms and Conditions
Contract will be covered one (1)-year from date of acceptance. TESCO carries liability insurance, with full workman's compensation coverage. Terms are net 30 days on approved credit accounts.
Interest will be applied to all past due invoices.
Site improvements and merchandise sold may be subject to lien laws.
Please feel free to contact us at (916) 395 -8800 to discuss any questions or comments you may have regarding this quotation.
Sincerely,
Quotation TESCO CONTROLS
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TESCO CONTROLS
Jonathan Felix
Technical Sales Estimator II
[email protected]