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Note: The Solacom and Higher Ground Extended Warranty and/or Software <br />maintenance shall be provided to the "County" without AKplacing an additional mark- <br />up on the services from the manufacturer. <br />AK ELITE PREMIER MAINTENANCE SERVICE: <br />AK Associates Elite Premier Maintenance service includes the following: <br />This contract covers all installation and maintenance services for the Solacom Guardian <br />and Higher Ground 911 Systems; furthermore includes any 911 equipment currently <br />associated with "Contractor". Should "Contractor" require technical certification for <br />future additional hardware or software not part of its association, then "County" shall <br />reimburse "Contractor" for training costs. Telephone diagnostics will be done <br />immediately upon receipt of service problem and if corrective action is needed it will be <br />performed remotely or by an on-site visit. In addition this service provides weekly (two <br />(2) days, and six (6) hours per day per week) on-site preventive maintenance program, <br />free AK Project Management (professional services) for system implementation support <br />for all new technologies (such as NG Core Services), 9-1-1 equipment and CAD <br />integration, etc. <br />AK Elite Premier Maintenance <br />• Response time for major outages is within two hours and response time for minor <br />outages are four hours. Telephone diagnostics will be done immediately upon <br />receipt of service problem. <br />• Labor to install yearly scheduled upgrades. The "County" and/or manufacture are <br />responsible for all hardware, software, associated miscellaneous materials. <br />• Includes daily remote preventive maintenance. If a problem is discovered during <br />remote maintenance, it will be resolved either remotely or by a site visit. The <br />circuit used for remote diagnostics is the responsibility of the "County". <br />• Weekly on-site preventive maintenance for Solacom Guardian and associated 911 <br />equipment and network two (2) days and six (6) hours per week. <br />• Free Project Management (professional services) for system implementation <br />support for NG 911 Core Services including text to and from 911, NG routing and <br />database. <br />• Training may be requested at no additional cost upon request of the "County" <br />throughout the life of the contract. The "County" is responsible for all training <br />materials supplied by after the initial training. <br />• Access to AK ticketing system to view status of requested services and history of <br />services provided by AK. <br />• AK labor is included with AK Elite Premier Maintenance to install, relocate, <br />change or remove any new or existing Solacom and/or additional equipment <br />installed by AK Associates, including system upgrades, training, system <br />reconfigurations, selective router programming, direct trunking and integration <br />support <br />• Free Consulting Services on all equipment provided by AK Associates. <br />3 <br />