Res 2009-047 - Laserfiche WebLink

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1. 1.30 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 may, in the future, 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: a) Non-Emergency Call: After a service order is placed by the City in a non-emergency situation, Vendor will respond on-site by the next business day at 5:00 p.m. If equipment is to be replaced based on the nature of the non-emergency call, the Vendor will ensure that the equipment arrives on site no more than eight (8) hours after the time the technician arrives on site. b) Emergency Call: An emergency includes: 1) The Police Department cannot receive calls or cannot call out of the system E911 system is not in included in this Agreement); 2) A major component of the System is "Not Working Properly" for most of its users; c) Emergency Procedure: 1) After a service order is placed by the City as an emergency call, respond on-site within three (3) hours from the time the call is placed by the City to the Vendor. If equipment is to be replaced based on the nature of the emergency call, the equipment must arrive on site no more than four (4) hours from the time the technician arrives on site. 2) When a service order is placed by the City, the City will explain to the Vendor, the nature of the problem and the basis for declaring it an emergency. 1.2.3 Vendor Representation. The Vendor will perform system maintenance using Nortel certified employees. Prior to performing any services on City premises the Vendor will notify the City of their employees which will have access to City premises where the switches are located. The Vendor will perform background investigations on theses employees at no additional cost to the City. Such background investigations will: Black Box Telephone Hardware and Software Master Maintenance and Purchase Agreement