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4.1.1 Owner requires that the Contractor provide qualified installation, maintenance, repair, and <br />support services, from a service center which shall permit adherence to the service <br />response time frame requirements identified in paragraph 4.2.4. <br />4.1.2 The Contractor shall assign an Account Manager responsible for coordinating orders for <br />installations, rearrangements, removals, repairs and for resolving billing discrepancies. <br />4.1.3 The Contractor shall provide an escalation list of names, addresses, and telephone numbers <br />to the IS&T representative prior to Owner's execution of the agreement. <br />4.1.4 The Contractor shall have a Return Material Authorization (RMA) Program to include, at a <br />minimum, the following: <br />a) Tracking number <br />b) Item description <br />c) Date initiated <br />d) Reason for return <br />e) Disposition of returned material <br />f) Expected resolution date <br />4.1.5 The Contractor shall have a Business as Usual (BAU) Program to include, at a minimum, the <br />following: <br />a) Project tracking number with date <br />b) Brief description <br />c) Date initiated <br />d) Anticipated installation start/delivery <br />e) Anticipated construction completion <br />f) Responsibility/Ownership for completion (e.g. material delivery, additional <br />information, engineering) <br />g) Daily updates of standard work request additions/completions and weekly status <br />updates of ongoing projects type work requests. <br />4.1.6 Due to the importance of the Enterprise Network and the Voice Network, in the operation <br />of the Owner's business, the Contractor is required to provide business recovery services <br />to the County in the event of natural and/or other disasters. <br />4.2 INSTALLATIONS / REARRANGEMENTS / REPAIRS <br />4.2.1 All repairs shall be made using Original Equipment Manufacturer (OEM) components. <br />Substitutes, unless designated as a replacement by the manufacturer of the equipment, <br />are not acceptable. <br />4.2.2 The Contractor shall provide routine and emergency service as required and in accordance <br />with manufacturer and warranty standards. Such action shall be continuous until the <br />problem, or problems, are 100% corrected. There shall be no charge for any work that is <br />covered under the warranty period. The Contractor shall be responsible for all warranty <br />work even after the contract expires, if work/materials are still under warranty. <br />4.2.3 Should any condition exist which precludes or inhibits the Contractor's ability to satisfy the <br />required response times, the Contractor shall inform IS&T in writing within twenty-four <br />(24) hours. <br />4.2.4 The Contractor shall initiate repair, and time and material service, after the Owner requests <br />service as follows: <br />Emergency Trouble Service -- Within three (3) hours of reported trouble and Owner's <br />provision of an emergency PO number (written PO will be issued later), during <br />normal business hours; Within six (6) hours on evenings, weekends, and holidays. <br />Time & Material Service -- Within five (5) workdays of requested work <br />4.2.5 Emergency Trouble Service: An Emergency Trouble Service is defined as the failure of the <br />network backbone and/or passive/active network component which renders an entire <br />area incapable of performing any of its functions (e.g., a zone, floor, or communications <br />between sites). <br />20 <br />