Laserfiche WebLink
ATTACHMENT H <br />Support and Maintenance Agreement Detail <br />Contact Information Support Hotline: 979.629.2811, option 2 <br />Name and phone <br />number <br />Availability of Support: 24/7/365 <br />Number of hours per <br />day/number of days per <br />week. <br />Response time after a The Vendor will provide a response by a qualified member of its staff <br />support request is made to begin to diagnose and to correct a Severity I (software is <br /> inoperable, catastrophic error, etc.) problem as soon as reasonably <br /> possible, but in any event a response via telephone will be provided by <br /> the Vendor within one hour form the receipt of request. The Vendor <br /> will continue to provide best efforts to resolve Severity 1 problems in <br /> less than forty-eight hours. <br />Are holidays covered? Yes <br />Number of support 8 <br />personnel assigned to <br />this Project <br />Software Supported in All software purchased by the City from the Vendor. <br />Maintenance <br />Hardware Supported in The Vendor will provide a one-year warranty on hardware purchased <br />Maintenance for the System from the date of the City's acceptance. After the first <br /> year warranty expires, the Vendor will not warranty any hardware, but <br /> will accept responsibility for troubleshooting and supporting all of the <br /> hardware provided under the terms of this Agreement. The Vendor <br /> has established relationships with both Motorola and Zebra and can <br /> facilitate a quick turn around on hardware repairs. The Vendor <br /> warrants that it has MC75s and RW420s in the field today and <br /> understands these hardware platforms. <br />Information on Warranties <br />1. Severity 1: Produces and emergency situation in which the Covered Software is inoperable, <br />produces incorrect results or fails catastrophically. <br />RESPONSE: The Vendor will provide a response by a qualified member of its staff to begin to <br />diagnose and to correct a Severity 1 problem as soon as reasonably possible, but in any event, a <br />response via telephone will be provided within one (1) hour. The Vendor will continue to <br />provide best efforts to resolve Severity 1 problems in less than forty-eight (48) hours. The <br />resolution will be delivered to the City as a work-around or as an emergency software fix. If the <br />Vendor delivers an acceptable work-around, the severity classification will drop to a Severity 2. <br />2. Severity 2 Produces a detrimental situation in which performance (throughput of response) <br />Brazos Technology, Hand Held Ticket Writer System Agreement <br />40