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a) Inability to process incoming or outgoing public network calls, i.e. local, <br />DID, or long distance services. <br />b) Repetitive calls for recurring minor system problems. <br />2) In the event of a major system failure, the Contractor will respond and correct <br />the failure as follows: <br />a) Provide an onsite technician within four (4) hours of its receiving a failure <br />notification. The Contractor will initiate the correction of the failure <br />within four (4) hours after the arrival of its technician. In addition, the <br />Contractor will ensure that the system is functional within twenty -four <br />(24) hours from the initial notification of a system failure. In the event the <br />technician is unable to remedy the failure, the Contractor will notify the <br />City of the status of the repair. The Contractor will provide the City with <br />an estimated timeframe for the correction of the failure and it is the City's <br />decision whether to accept the estimated timeframe provided or solicit <br />alternative timeframes from the Contractor. The Contractor will provide <br />the City with hourly status updates until the failure is corrected. <br />b) The Contractor will immediately inform the City of any corrective actions <br />taken. <br />3) The Contractor will replace any component found to be defective with a new <br />and operational component within twenty -four (24) hours from when the <br />failure was discovered by the Contractor. <br />B) Minor Svstem Failure: <br />1) A minor system failure is any system failure not described above as a major <br />system failure. If a minor system failure occurs, the Contractor will respond <br />to correct the failure as follows: <br />a) Provide an onsite technician by the following business day (8:00 a.m. to <br />5:00 p.m. weekdays and holidays excluded) after receiving a failure <br />notification. The Contractor will initiate the correction of the failure <br />within eight (8) business hours after the arrival of its technician. In the <br />event the technician is unable to remedy the failure, the Contractor will <br />provide the City with an estimated timeframe for the correction of the <br />failure and it is the City's decision whether to accept the estimated <br />timeframe provided or solicit alternative solutions from the Contractor. <br />Telecommunications Services Agreement 2011 <br />o <br />