Res 2004-114 - Laserfiche WebLink

Home Browse Search

....1'~"'.. ~ . . '.. """fÞ%£ nrrxh:raOnrr TELECOM/CONVERGED SERVICESELEC,-sM . "No trouble found" calls. · Use of NextiraOne personnel to supervise or perform the packaging and crating of Equipment or Software, or the installation of Software maintenance releases. · Engineering or firmware changes, which shall be made available to Customer at the rates set forth in the NextiraOne price books in effect at the time of the request. · Hardware enhancements, such as additional memory or higher speed interfaces required by new Software maintenance releases. . Consumables, such as cathode ray tubes and printer ribbon/ink and paper. CUSTOMER RESPONSIBILITIES · Customer is responsible for providing the facilitíes, equipment and software necessary for the Support, including: o Free and clear access to a telephone within 10 feet of Equipment. o Unobstructed access to all Equipment under Support. o Environmental conditions that meet or exceed manufacturer's specifications. o Customer is responsible for maintaining at least weekly backups of server configuration files · For NetVision services Customer, at its expense, shall provide an AgentSee device or site event buffer (SEB) provisioned with the required RAM and data ports, as specified by NextiraOne, to allow NextiraOne to remotely correct malfunctions of the System. While Customer will own the AgentSee or SEB device, the software license belongs to NextiraOne, and NextiraOne will remove the software upon contract termination. NetVision does not apply to Norstar Key System Units. . Customer must have the following: o A NextiraOne Support and Managed Services Agreement with a Service Plan comparable to services requested. o PREFERRED: Broadband remote connectivity to Customer's network and access to all equipment covered by this Service. PSTN dialup access on an on'-demand basis must be available as a backup to the broadband connectivity. o MINIMUM: One telephone line independent of the switch, loop start, 1 FB 110 volt,AlC outlet. o Separate electrical source, circuit and power. o One serial data port dedicated to support services is required for each' device monitored. o Suitable operating environment, according to manufacturer's specification. · Customer must allow NextiraOne full access to the System and any equipment provided by NextiraOne for provision of services. · Remote services will be provided only if Customer's System is of a type compatible with the remote services and has the required hardware and software options. · Customer acknowledges that the provision of remote services is proprietary to NextiraOne and subject to copyright protection. Customer agrees that it shall not allow any aspect of the remote services to be disclosed to a third party without NextiraOne written approval. Customer will make reasonable efforts to ensure that its employees are aware of this obligation. NEXTIRAONE'S RESPONSIBILITIES · Perform on-site activities at Customer's technical direction, including diagnostics, parts replacement, and operation restoration of covered Equipment. · Install replacement unit and perform minimal configuration of the unit, such as inserting the IP address at Customer's technical direction. · Provide remote services referenced in the applicable Service Plan. Advantage Select I Rev 3 Effective 4/23/04