11-15 Exhibits to Resolution Awarding Contract for 911 System Maintenance and Repair.pdf

Contractors providing a warranty of less than one year will not be considered for award. Contractors may offer warranties of more than one year; however even though extended warranties will be accepted by the State, extended warranties will not be an evaluation criteria for award. Pricing for extended warranties, which will take effect after the expiration of the one-year warranty, shall be listed on Schedule O. 3.4.1.1 WARRANTY REPLACEMENT PARTS Only new OEM or equivalent parts and materials are permissible where replacement of parts and materials are required in accordance with the manufacturer's guidelines. To effect the necessary repairs where such replacement parts are unavailable, the contractor may propose substitute brands provided such brands are awarded to the contractor, and are equivalent or better than those contained in the manufacturer's manual. The burden of establishing interchangeability, suitability and quality of alternate or substitute replacement parts or materials lies with the Contractor; and the Contractor shall at its own expense, furnish all applicable technical literature or documentation and information necessary or related thereto as required by the Using Agency. The Using Agency will review such information as may be provided by the Contractor with respect to the comparative quality and suitability of alternate or substitute equipment, articles or materials and the Using Agency's decision shall be final. Replacement parts shall be available for a minimum of five (5) years from either the date of delivery to the Using Agency or the date of installation in the Using Agency’s designated facility, whichever is the later of these dates. All replacement parts provided by the Contractor must be readily identified with the original manufacturer’s identification number. The State may allow remanufactured parts provided the remanufactured parts have a "like new warranty," and for some reason a "new" part is no longer available. 3.4.1.2 PROBLEM REPORTING The Contractor must provide a toll-free single point of access to a problem reporting and remote diagnostics maintenance center that is staffed 24 hours per day, 365 days per year. The Contractor must respond to problem reports within thirty (30) minutes of notification. The Contractor’s personnel shall have the capability for remote diagnostic testing of supplied equipment. If during

ntractor must respond to problem reports within thirty (30) minutes of notification. The Contractor’s personnel shall have the capability for remote diagnostic testing of supplied equipment. If during this remote testing the problem is cleared from the Contractor supplied equipment on an end-to-end basis, the end user/Using Agency shall be informed so that it may contact other vendors or suppliers as necessary. Contractor shall provide a list of escalation telephone contact numbers for supervisory personnel of the vendor's problem reporting center. Authorized dealers of the manufacturer who receive a purchase order directly from the Using Agency must comply with the above paragraphs. Problem reporting and technical support during the warranty period shall be within the most expeditious and commercially reasonable time period possible and at no additional cost to the State or Using Agency. 3.4.1.3 RESPONSE TIME The Contractor shall comply with the following response time requirements: 19