Res 2014-005/Approving a telephone hardware and software master purchase and maintenance agreement w/Norstan Communications dba Black Box Network services

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1. 1.3 CST — means Central Standard Time. Wherever time is referred to in this Agreement the reference is to Central Standard Time. 1. 1.4 Custom Software - means any software or portion thereof written by the Vendor in whole or in part to the City's specifications. 1. 1.5 Customer Solutions Center - is the center available 24 hours a day, 7 days a week, and 365 days a year for use in opening service tickets, placing MAC orders or to open Inquire cases. The Customer Solution Center is available by telephone anytime by calling 800 - 676 -8800 and through the Vendor's Web portal. 1. 1.6 Flexible Scheduled Downtime — means that the Vendor will provide scheduled service during the hours of 8:00 am to 11:00 pm CST Monday through Friday (excluding the Vendor's holidays) and 8:00 am to 8:00 pm CST on Saturdays. 1. 1.7 FOB (Freight on Board) — The City dock at either City of San Marcos, Municipal Building, 630 E. Hopkins, San Marcos, Texas or San Marcos Police Department, 2300 IH 35 South, San Marcos, Texas as determined by the City. 1. 1.8 ICO - means an installation change order signed by the Vendor and the City. In the event that the ICO requires additional services, the ICO will accompany an Authorization of Change in Services form. 1. 1.9 Installation Date or Cut over Date - means the date on which: a) A Product, or if a phased installation is intended, any portion of a Product, is installed by the Vendor and is performing according to all manufacturer's specifications as verified by the Vendor's standard test procedures; or b) The Vendor delivers a Product to the City, if not to be installed by Vendor; or c) Performance of a MAC or Project Service is completed by Vendor. 1.1.10 MAC - means any moves, adds or changes to an installed Product (excluding Product Upgrades). 1.1.11 Major Failure - means that service required to bring the equipment back to operational condition when one of the following conditions exists: a) The central or attached processor cannot receive or retrieve information; b) Any attendant console cannot place or receive calls; c) A minimum of 10% of all telephone or data ports cannot place or receive calls or a business affecting Automatic Call Distribution ( "ACD ") station or group failure; and /or d) A minimum of 20% of all trunks are inoperative or the lead trunk of any trunk group is not working properly Black Box Telephone Hardware and Software Master Maintenance and Purchase Agreement 2013