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Break / Fix Services
(DIR contract No. DIR-SDD-642)
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DIR, through its Service Delivery Division, assists state
agencies and local governments (Customers) with cost-effective acquisition
of their information resources by negotiating, managing and administering
contracts with information technology providers. Customers include any Texas
state agency, unit of local government, institution of higher education as
defined in Section 2054.003, Texas Government Code, and those state agencies
purchasing from a DIR contract through an Interagency Agreement, as authorized
by Chapter 771, Interlocal Cooperation Act, Chapter 791, Texas Government
Code, and the state agencies and political subdivisions of other states as
authorized by Section 2054.0565, Texas Government Code.
DIR Combines the buying power of eligible Customers to obtain volume-discounted
pricing for selected technology products and services. In addition
to offering volume-discounted pricing, DIR has created the Go DIRect Program
to make it easier for Customers to acquire these products and services. Customers
place orders with and issue payments directly to the Vendors participating
in the Go DIRect Program. Information regarding the Service Delivery
Division and the Go DIRect Program is located on DIR’s Web site at
http://www.dir.state.tx.us/busops/index.htm.
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Texas Government Code, 2157.068, effective September 1, 2005, requires State
agencies to buy commodity items, as detailed below, in accordance with contracts
developed by DIR, unless the agency obtains an exemption form DIR.
Commodity items are commercially available software, hardware and technology services
that are generally available to businesses or the public and for which DIR
determines that a reasonable demand exists in two or more state agencies. Hardware
is the physical technology used to process, manage, store, transmit, receive
or deliver information. Software is the commercially available programs that
operate hardware and includes all supporting documentation, media on which
the software may be contained or stored, related materials, modifications,
versions, upgrades, enhancements, updates or replacements. Technology services
are the services, functions and activities that facilitate the design, implementation,
creation, or use of software or hardware. Technology services include seat
management, staffing augmentation, training, maintenance and subscription services.
Technology services do not include telecommunications services. Seat management
is services through which a state agency transfers it responsibilities to a
Vendor to manage its personal computing needs, including all necessary hardware,
software and technology services. Institutions of higher education,
K-12 and local governments are exempt from this
requirement. Information regarding Texas Government Code 2157.068, including
processes and guidelines, is located on DIR’s Web site at.
http://www.dir.state.tx.us/store/commodity-purchase.htm
Break/Fix Services are defined as services
for the repair of customer owned information technology equipment generally
performed at the customer site and is usually performed on a time and material
basis.
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The Vendor will provide on-site time and materials repairs of information technology equipment in accordance with the following provisions:
- The Vendor shall furnish all labor, equipment, tools, parts, materials and transportation necessary to repair the equipment at each customer’s site in accordance with the Original Equipment Manufacturer’s (OEM) service manual.
- The Vendor must provide a toll free hot line/dispatching service available for calls from Customers during business hours. If awarded a contract, Vendor must provide a contact name and toll free telephone number.
- Vendor shall provide, on an on-call basis, qualified personnel at the Customer’s site within the following response times:
One hour or,
Four (4) hours, or
Next Day or
Other (as defined by the Vendor)
- The level of response time required will depend on the urgency of the need by the Customer. Vendor pricing is requested in Bid Package 2 for each of these response time scenarios. This service shall be available Monday through Friday excluding authorized State holidays. (A list of State holiday is included in Bid Package 7) A service call for a one hour response time received after 4pm will required that a service technician be on-site by 9 am the following business day. A service call for a four hour response received after 2:00 pm will require that the service technician be on-site by 9:00 am the following business day. Next Day service request received after 2:00 pm will require a service technician to be on-site by 4:00 pm the next business day. Please note that some Customers may have expanded operation hours, which Vendor may observe in responding to service calls.
- The Vendor is required to make repairs during business hours, 8:00 am to 5:00 pm., Monday through Friday excluding State holidays. However, if requested and approved in writing by the Customer and agreed upon by the Vendor, repairs may be during hours other then normal business hours, stated above. Vendor must provide the overtime rate they are proposing to charge for work done after normal business hours in Bid Package 2 Pricing.
- Labor hours paid under any resulting contract from this RFO shall be only for productive hours at the job site. Time spent for transportation of workers or the acquisition, handling, and delivery of parts or materials is not a direct charge but shall be considered an overhead charge and included in the hourly rate bid for labor.
- If a service call is requested for the purpose of inspecting equipment and making a cost estimate to repair equipment, the time required visiting and inspecting (excluding travel) is chargeable.
- Service shall be on a per-call basis, as needed and will be charged at an hourly rate with increments of quarter hours (15 minute) after the first hour. The minimum charge for a service call will be the established hourly rate for one hour.
- Per-call shall mean a service visit to the office requesting repairs. If the technician repairs more than one piece of equipment per service call at the same location, the Vendor is not entitled to a one hour minimum charge for each piece of equipment repaired but is only entitled to bill for the total time required for repair of all machines repaired during the visit.
- If the service technician has to return to the repair site due to a lack of parts, then Vendor is not entitled to the minimum hourly charge for the subsequent visit. The subsequent visit will be billed based on the time spent on repair, at the quarterly hourly rate, plus the cost of repair parts.
- The length of time allowed for service charge will be measured from the time the service technician reports to the Customer’s site until completion of the last equipment repair during the service call. The Vendor will not be allowed to charge for the time spent during lunch or break periods.
- All repairs will be made on-site whenever possible. In the event major repairs require removal of machines to the Vendor’s place of business, or it is estimated that repair costs will exceed $250.00, the Vendor must provide the Customer with a written estimate of the cost of repairs and time required to complete the repair and receive written authorization to proceed with repairs. In the event repairs exceed seven calendar days (7) and at the Customer’s request, the Vendor must provide a similar and compatible piece of equipment until the repaired equipment is returned.
- All replacement parts for a specific device must be that of the original manufacture, new or reconditioned like new, or a fully compatible unit from another manufacturer. A fully compatible part is defined as any component that meet or exceeds the original manufacturer’s specifications for that item. Parts repaired and certified by the Vendor may be utilized, however, only a fair market value may be charged for the part. A description of how the Vendor determined the fair market value may be required by the customer. All parts must be warranted for a period of 90 days from the date of repair or standard warranty period of the OEM whichever is longer.
- Any repeated service required within this warranty period because of a defective replacement part shall be performed at no charge to the customer.
- Cost of part to complete a repair will be the actual price paid by the Vendor to the manufacture or distributor of the repair part plus a predefined mark up to offset the administrative costs to order, track, and deliver a part. A copy of the Vendor’s paid invoice for parts shall be provided to customer upon request for the purpose of verifying the actual Vendor’s costs for parts. Vendor shall provide the proposed mark up percentage for parts in Bid Package 2 Pricing.
- To ensure comprehensive and adequate coverage of all potential customers in all parts of the State, responding Vendors are required to respond by State Zone. These zones are identified by the map in Bid Package 5. Vendors may respond to one or all zones or any number in between depending on their particular capabilities.
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Appendix C. Pricing Index |
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Break Fix Services |
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| Zone 2 - Pricing by District |
Quantity |
Unit |
Customer Hourly Rate |
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| El Paso District |
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| 1 Hour Response |
1 |
Hour |
$126.56 |
| 4 Hour Response |
1 |
Hour |
$75.94 |
| Next Day Response |
1 |
Hour |
$65.81 |
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| San Angelo & Odessa Districts |
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| 1 Hour Response |
1 |
Hour |
$126.56 |
| 4 Hour Response |
1 |
Hour |
$86.06 |
| Next Day Response |
1 |
Hour |
$75.94 |
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| Overtime (applies to all zones bid) |
1 |
% Over Normal Hourly Rate |
24.25% |
| Parts Upcharge (applies to all zone bid) |
1 |
% Mark Up Over Cost |
24.25% |
| *Response Time is defined as the duration from receipt of a repair call by the vendor to the time that the technician arrives at the customer site. |
0 |
0 |
0 |
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Toll Free Number: 1 877-833-6604
Local Number: 915 833-6604
Fax Number: 915 833-6618
Please ask for our "Duty Officer"
All service calls must be logged by the Duty Officer
in order to be properly handled.
Location: Currey Adkins
200 South Alto Mesa
El Paso, Texas 79912
Please email your comments and suggestions to:
Email your order or questions here
Instructions for Purchase Order and Obtaining Quotes
To obtain a purchase order or request a quotation, please fax your request to
(915) 833-6618 or call (915) 833-6604 and ask to speak with the Duty Officer.
If the request is an emergency and outside of normal business hours
(Monday thru Friday, 8:00am to 5:00pm), please dial our emergency hotline at (915) 833-6614.
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