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

a) A toll-free single point of access to a problem reporting and remote maintenance center that is staffed twenty-four (24) hours a day, seven (7) days a week for all maintenance plans. This location shall have the ability to perform remote diagnostics for problem solving. b) Optional onsite maintenance plans that will cover a twenty-four (24) hour a day, seven (7) day a week requirement. c) Routine preventative maintenance. d) Periodic checks on equipment performance as required by FCC rules and regulations. e) Prompt repair in case of equipment breakdown. f) A factory field service force capable of performing all needed inspections, trained personnel to service equipment, and providing other services as might arise in relation to equipment servicing. g) Installation of software updates when available. Schedule J is a copy of the Software Product Schedule. All Contractors must adhere to this agreement. Contractors are not permitted to submit their own maintenance agreement to the Using Agencies. Submission of alternate terms and conditions by a Contractor may result in rejection of that Contractor’s bid proposal. 3.5.1.1 POST WARRANTY REPLACEMENT PARTS Only new parts and materials are permissible where replacement of parts and materials are required in accordance with the manufacturer's guidelines. To affect the necessary repairs where such replacement parts are unavailable, the Contractor may propose substitute brands provided such brands are equal or better than the ones 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 furnish at its own expense 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

ty 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 in the event a "new" part is no longer commercially available. 3.5.1.2 PROBLEM REPORT 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 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 Contractor's problem reporting center. 21