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.-----~~ Williims_ ~,/' --- Communications Solutions Williams Communications Solutions, LLC City of San Marcos CUSTOMER #: ("Williams") ("Customer") SERVICE PLAN ATTACHMENT SERVICE OPTION : DATA SERIES 2000 PLANS I. D AT A SERIES 2000 PLANS (Check the appropriate Data Series 2000 Plan). ("ee below for General Conditions of Service and explanations of Monitoring and Outage Tracking, Remote Engineering Services, Advanced :porting. cJ Data 2000 Premium Plan The Data 2000 Premium plan provides: . Monitoring and outage tracking . Remote engineering service . 24 x 7 x 4 Service Period: Monday - Sunday, 24-hour coverage, including Williams' Holidays, with a 4-hour response if the parts depot is within 50 miles of Customer's site. . On-site hardware replacement . Parts and labor . Software patches . Access to software updates . Advanced reporting . Escalation managc:ment until problem resolution D Data 2000 Plus Plan The Data 2000 Plus plan provides: . Monitoring and outage tracking . Remote engineering ~ervice . 8 x 5 x 4 Service Period: Monday - Friday. ;,\:00 run - 5:00 p.m., site local time, excluding Williams' Holidays and Manufacturer's Holidays, with a 4-hour response time if the parts depot is within 50 miles of Customer's site. . On-site hardware replacement . Parts and labor . Software patches Access to software updates Escalation management until problem resolution U Data 2000 Pro I Plan The Data 2000 Pro I plan provides: . Remote engineering service . 8 x 5 x 4 Service Period: Monday - Friday, 8:00 a.m. - 5:00 p.m., site local time, excluding Williams' Holidays and Manufacturer's Holidays, with a 4-hour response time if thc parts depot is within 50 miles of Customer's site. . On-site hardware replacement . Parts and labor . Software patches . Access to software updatcs . Escalation management until problem resolution IS] Data 2000 Pro II Plan The Data 2000 Pro II plan provides: . Rcmote engineering service . 8 x 5 x NBD parts rcplacement: Monday - Friday, 8:00 a,m. - 5:00 p.m., site local time, excluding Williams' Holidays and Manufacturcr's Holidays, with a \lext Business Day (NBD) response time. . On-site hardware rcplacement . Parts and labor . Software patches . Access to sonware updates . Escalation management until problem resolution D Data 2000 Pro III Plan The /)ata 2000 Pro I!f plan provides . Remote engineering senice . 24 x 7 x 4 Senice Period: Monday. Sunday, 24-hour coverage, induding Williams' llolidays, with a 4-hour response if the parts depot is within 50 miles of Customer's site. . On-site hardware replacement . Parts and labor . Software patches . Access to software updates . Escalation management until problem resolution General Conditions of Service (where applicable) (a) Maintenance service extending more than one-half (1/2) hour beyond the Service Period or performed entirely outside the Service Period will be performed upon Customer's request. Customer agrees to pay Williams, at Williams' then current charges, with minimum billing of one (I) hour for remote Maintenance service and three (3) hours for on-site technician services and with additional time billed in increments of one (I) hour for either remote and on-site. (b) Maintenance service for hardware shall consist of furnishing all parts and labor necessary to maintain the System in good operating condition during Customer's normal use. The replacement parts may be refurbished or contain refurbished materials. The failed equipment will become the property of Williams and the replacement parts will become the property of System's owner. (c) Maintenance service for software Data Series 2000 Plans - 2/2000 Page I of3