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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1.1.23 Service Plan - means the features and specifications of Warranty Services Policy (Attachment C) and /or Periodic Services (Attachment D) offered by the Vendor, which are or will be included as Exhibit(s) attached to a Schedule A. 1. 1.24 Services - means Periodic Services and Project Services. 1.1.25 Software - means any computer program supplied under this Agreement, or which constitutes part of any Product, on magnetic tape, disk, semiconductor device or other memory device, or Product memory including hardwired logic instructions, microcode and documentation used to describe, maintain and use the programs. 1. 1.26 Software Owner - means any party other than the Vendor, which may own the Software. 1. 1.27 Service Activity Reports — are summary reports that itemize the number, type and response time associated with corrective maintenance activity. These reports are available via the CSC.com Web Access Tool. 1.1.28 Technical Assistance Center — means a group of experts who are available to assist the Vendor's field technicians with problems difficult to resolve. This group also acts as a point of escalation for factory support. 1. 1.29 T &M - means labor and /or parts provided by the Vendor on a time and materials basis. 1.1.30 Warranty Services - means the services described in Section 1.3 of this Agreement and the Corrective Maintenance as described in the Warranty Services Policy which is part of the Schedule A. 1. 1.31 Work to Completion /Continuous Effort — means that once on site corrective maintenance has begun, service will continue uninterrupted as long as reasonable progress is being made until the system is operational. The Vendor may temporarily suspend work if other parts or resources are required, but will resume immediately when those parts or resources become available. 1.2 SCOPE OF SERVICES 1.2.1 Performance. The Vendor will perform all services detailed in the attached Schedule A and any subsequent Schedules that, in the future may be attached to this Agreement. All terms and conditions of this Agreement will remain in full force and effect for the performance of additional Services or the provision of Products unless amended on the face of the applicable Schedule A. 1.2.2 Response Times. The Vendor understands that City departments include public safety concerns; therefore, response times are extremely critical and will, therefore, provide responses to City requests for service in accordance with the following response times as follows. The Vendor will provide such maintenance on a seven day /24hour /365 -day timeline as follows: Black Box Telephone Hardware and Software Master Maintenance and Purchase Agreement 2013 5