Res 2011-094 - Laserfiche WebLink

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The Contractor will provide the City with hourly status updates until the failure is corrected. C) Repair Documentation: Upon notice from the City of any system failure, generate a trouble ticket detailing the problem, estimated costs, if any, and schedule for completion. The Contractor will provide and maintain repair documentation for each trouble ticket generated. Repair documentation may be emailed to the City for City access to ongoing service documentation and history log in accordance with the Contractor's procedure established in Attachment B. D) Reporting Procedures: All Contractor technicians who require access to City premises for any reason will be required to report to the City's representative or its designee. Upon arrival on City property, prior to commencement of repair and when the repair is complete /prior to departure, the technician will report to the City representative. Reporting to any other City employee is not acceptable. If the repair cannot be completed in one day, the technician will advise the City's representative of that fact before leaving City premises, will state the reason for the delay, and will schedule repair completion. 1.1.9 Disaster Recoverv: Implement a disaster recovery plan for force majeure events in accordance with Disaster Recovery Institute International's ( "DRII ") professional practices which includes risk identification and assessment, risk reduction strategies, business resumption planning, disaster recovery planning and incident management as more specifically detailed in Section G of Attachment B. The Contractor's disaster recovery plan includes procedures for use in the event the Contractor's telecommunication switching equipment is rendered inoperable. 1.1.10 Remote Monitoring Capabilities: Provide remote monitoring capabilities of the T1 services installed at City sites(s) seven (7) days a week, 24 hours a day, 365 days a year utilizing its Network Support Center Surveillance Group. Alarms generated are routed to the Contractor's local technicians who will be on site, if necessary, within two (2) hours of the alarm. Remote monitoring of the City's services will include notification of failures, as they occur and monthly reporting of such failures. 1.1.11 Monthlv Traffic Analvsis Report: Provide monthly traffic analysis reports of installed services to the City for the first year after acceptance. Traffic analysis reports will include the current grade of service along with any recommendations to improve the City's response to the public. The City expects these reports to show its usage of services including bandwidth/channel usage, busy signals, or blockage. 1.1.12 Inspections And Cleanup: Take every precaution against damage to property, buildings, apparatus, materials, supplies, and equipment in an orderly fashion at the work site so as not to interfere with work progress of any other City contractors; and will frequently remove all refuse, Telecommunications Services Agreement 2011 10