Statement of Work

Audio-Visual Preventive Maintenance and Service Level’s Agreement

Locations in Scope

All Cherokee Casino’s (Catoosa, West Siloam Springs, Roland, Ramona, Claremore (Will Rogers Downs), Ft Gibson, Tahlequah, Sallisaw)

Contract Period

Audio/Visual (A/V) Preventive Maintenance and Service Level Agreement contract for One (1) year with options to extend year-to-year thereafter.

Base Bid

Preventive maintenance and Service Level Agreement (SLA) to maintain the A/V systems. See Appendix A for a list of the type of equipment in use at the locations in scope.

Work Acceptance

Upon completion of any on-site work, the contractor will obtain the name, employee number, and signature of the Cherokee Nation Entertainment (“CNE”) designated representative(s) or member of the IT A/V group who will validate that the work was completed as prescribed, and will provide a copy of the work order to the signee. This work order will be used to reconcile the monthly invoice the contractor provides.

Exclusions

Contractor shall submit in the RFQ any exclusion to the Contract for CNE’s evaluation.

Service Conditions

Contractor shall specify its preferred customer billing rate in its proposal for Parts and Labor and shall show it on its invoice throughout the base contract periods.

Terms

Contractor shall invoice CNE once per month with detailed explanation of the services provided for that month. Terms for payment should be NET 30.

Warranties

  1. All system components repaired shall carry a one (1) year warranty on Parts and Labor from date of service completion.
  2. When performing corrective or preventative maintenance, the manufacturer’s warranty shall be considered, and work shall not be performed that would void the warranty until options are discussed with CNE management and/or the A/V group who will give permission to proceed with the engagement.

Parts & OEM Requirements

Contractor shall only use new OEM parts. Contractor shall be able to:

  1. complete end-to-end problem solution;
  2. follow OEM repair guides and technical publications;
  3. understand software/firmware/microcode update implications, investigations and implementation

Description of Services & Requirements

Pricing structure should be provided for each of the SLA groups: Preventive Maintenance, Telephone Technical Support, Routine Repair & Replacement, Programming, The Joint and Critical Events, and Priority Service.

Standard
Hours / After
Hours
(Priority)
Telephone Support
Preventative Maintenance
Routine Service Calls
Priority/After Hour Service Calls
The Joint Support
Critical Events
Programming

1.Preventive Maintenance

The Contractor shall maintain the system components for the A/V systems in accordance with the original equipment manufacturers recommendation for optimum operability. This includes applying manufacturer recommended patches, upgrades, and related field service bulletins throughout the life of the equipment.

a.Work shall be coordinated with CNE’s designated representative(s)

b.Contractor shall visit each property on a quarterly basis to:

  1. Clean all external and internal serviceable components
  2. Clean or replace all serviceable filters
  3. Verify, test, align, focus and balance all equipment in accordance with themanufacturer’s original specifications and setup
  4. Verify operation of system as a whole

c.Contractor shall provide any incidental equipment needed in order to result in a complete and operable system

d.Contractor shall review and update the history log to note any unusual activity that would indicate impending issues

e.Contractor shall verify the parts lists and equipment model numbers and conformance of each component with the manufacturer’s specifications

f.Contractor shall remove all associated debris, waste, refuse and rubbish from the premises and work scope area upon completion of work

2.Telephone Technical Support

Contractor shall provide 40 hours of telephone support. The Contractor shall be available 24 hours per day, 7 days per week for the purpose of attempting to resolve issues without necessitating on-site service. The Contractor shall return telephone technical support calls from CNE within thirty (30) minutes.

3.Routine Repair & Replacement

Contractor shall include 200 hours of standard service call time and 40 hours of afterhours service call time. The Contractor shall repair equipment components and install necessary replacement equipment as determined through poor equipment performance or through preventive maintenance inspections. If possible, maintenance should not interfere with the location’s normal business operations. Maintenance shall be coordinated with CNE’s designated representative(s). Parts for routine service will be billable, and will be approved by CNE’s designated representative(s) prior to installation and billing.

4.Programming

Contractor shall include ninety six (96) hours of AMX, Crestron, Peavey,or other system programming per contract year in order to best meet the evolving needs of the CNE users. Additional billable programming services greater than the ninety sixeight (96) hours shall be approved by CNE’s designated representative(s) in writing prior to contractor performing such programming.

5.The Joint

Contractor shall include forty-eight (48) events. For any event in excess of 48 Company will pay contractor the applicable hourly rate agreed to by the contract. Company will use commercially reasonable efforts to provide Contractor with at least thirty (30) days’ notice of any show/performance at The Joint. Contractor shall provide a person on-site during all show performances at The Joint in Catoosa. Also, on the day of The Joint events, a pre-test and inspection will be performed and documented on television and projection equipment in the lobby, hallways, and VIP areas no later than two (2) hours prior to the event start time. Documented results will be available to CNE for review upon request.

6.Critical Events

Contractor shall include twelve (12) critical events. For any critical event in excess of twelve (12), Company will pay Contractor the applicable hourly rate agreed to by the contract. Contractor shall provide a person on-site for those events deemed critical by CNE senior management. CNE will notify the contractor one week in advance of events they deem critical and for which they will require contractor coverage.

7.Priority Service

a.There are only two ways a service request may be deemed a priority:

  1. A CNE Director level employee or above will designate an issue as a priority
  2. CNB IT A/V Analyst, Engineer, or Management will designate an issue as a priority

b.Parts for a Priority Service Call will be billable. Replacement parts needed for the repair will be approved by CNE’s designated representative

c.Contractor shall restore the A/V system to an operational state. . The contractor shall provide loaner equipment at no charge if defective materials cannot be permanently replaced or repaired within a 24 hour time period until the issue can be permanently resolved.

d.The Contractor shall provide on-site service within one (1) hour of initial service phone call for the Hard Rock Tulsa location. They shall provide on-site service within two (2) hours of initial service phone call for the CNE West Siloam Springs location. They shall provide on-site service within three (3) hours of initial service phone call for the CNE Roland, Sallisaw, Tahlequah, Ft. Gibson, Ramona, and Will Rogers Downs’ locations. Service shall be available 24 hours per day, 7 days per week. If the Contractor fails to arrive at the designated CNE site within the prescribed timeframes, CNE shall receive delay credits as set forth below. The following matrix shall be used to calculate delay credits as a percentage of the total invoice for the delayed service. For example, if the total invoice for the services is $1,000 and Contractor was 90 minutes late, CNE would receive a service credit of $150.

Minutes Delayed / Credit
0 – 30 / 5%
31 – 60 / 10%
61 – 90 / 15%
91 – 120 / 20%
121 – 150 / 25%
151 – 180 / 30%
180+ / 35%

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Appendix A - Equipment

The following list provides a snapshot of the audio/visual equipment in use at the CNE locations. It is not intended to be an exhaustive list and it can be changed at any time with/without CNE notifying the contractor of new equipment though CNE will diligently attempt to keep the contractor apprised of equipment or environment changes.

Equipment / Manufacturer / ModelNo.
Projectors / Christie / LW600
Christie / LW400
Christie / DHD670E
Mitsubishi / XD520
InFocus / IN2114
Speakers / Meyer Sound / UPQ-2P
Meyer Sound / 600-HP
JBL / Control 24C/CT
JBL / Control 26CT
JBL / Control 67 P/T
JBL / Control 47HC
JBL / Control 29AV-1
JBL / Control 67HC/T
JBL / Control 50S/T
Displays / LG / M5520CCBA
LG / M3204CCBA
LG / M4715CCBA
LG / 37LD340H
LG / 42LD450C
LG / 55LV555H
LG / 47LV555H
LG / 42LV555H
LG / 32LV555H
Samsung / 460UX-3
Sharp / PN-T321
Sharp / PN-E421
Sharp / PN-E521P
Sharp / PN-E601
Sharp / LC-70LE732U
Sharp / LC-40LE830U
Panasonic / TH-103PF12U
Panasonic / TH65PF11UK
TV Mounts / Chief / JWDUB
Chief / MTAU
Chief / LTAU
Chief / LSMVU
Amp / Crown / CTS1200

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