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e l <br />Exhibit B <br />SERVICE LEVEL AGREEMENT <br />Hardware Warranty & Annual System Assurance Program (ASAP) <br />THIS AGREEMENT made and entered into as of May 3, 2016 (the "Effective Date ") by and between <br />Media Rushworks, L.L.C., hereinafter referred to as (dba) "RUSHWORKS ", a Limited Liability <br />Company duly organized and existing under the laws of the state of Texas, having its principal place <br />of business at 800 Parker Square, Suite 200, Flower Mound, Texas 75028 ( "RUSHWORKS "); and the <br />CITY of San Marcos, organized and existing under the laws of Texas, having its principal place of <br />business at 630 E. Hopkins, San Marcos, Texas 78666 ( "CITY OF SAN MARCOS "). <br />NOW IT IS HEREBY AGREED AS FOLLOWS: <br />RUSHWORKS is a Dell OEM Partner, taking advantage of the excellent 3 -Year ProSupport warranty <br />provided on every system. This warranty includes overnight parts replacement and next day, on -site <br />service if required. Third party components such as video /graphics cards, cameras, routing switchers, <br />etc. are warranted for one year <br />If it's necessary to return all or part of a system for diagnosis and repair, RUSHWORKS will issue an <br />RMA — Return Material Authorization — accompanied by specific instructions on how to package and <br />ship the item(s). If the system is out of warranty the CITY of San Marcos will need to pre- approve a <br />minimum diagnostic charge. <br />All RUSHWORKS systems include a license for LogMeIn remote access software. This is useful for <br />our Support Team, allowing them immediate access for diagnosing any issues with hardware or <br />software on a system. Access is also available for customers, providing the ability to manage your <br />systems from any Internet connection. FTP (File Transfer Protocol) is supported by LogMeIn, so <br />content can be transferred to the server at any time. <br />RUSHWORKS utilizes a virtual phone mail service that assures we never miss a customer message. <br />Incoming calls route to our three full -time Support Team members. If the primary line is busy, the call . <br />rolls to the second member, then the third. If the entire Team is engaged with customers, you will be <br />encouraged to leave a voice message — which is automatically emailed (.mp3 file) to the Support Team <br />for follow up. <br />RUSHWORKS uses a custom - designed SQL database that integrates contact management and trouble <br />ticket management functions. Thus we have a record of all conversations and interactions, including a <br />history of our initial discussions with customers regarding their operating methods and requirements <br />and all subsequent Support issues that may arise. Every system includes our Z-TICKET utility that <br />gathers all pertinent system information for any incident and creates a .zip file our Support Team uses <br />to identify and resolve problems. <br />Our Annual System Assurance Program (ASAP) includes 24/7/365 telephone, email, LogMeIn and <br />trouble ticket response, all software maintenance, upgrades, fixes and Version releases, and is based <br />on the total system price. <br />ASAP is included for one year from the delivery date of each systems) with optional subscription <br />RUSHWORKS✓' City of San Marcos Systems Upgrade, Installation and Integration Agreement <br />14 <br />